{"id":148108,"date":"2023-02-25T15:56:28","date_gmt":"2023-02-25T18:56:28","guid":{"rendered":"https:\/\/sandbox2.institutopmg.com\/itsm\/what-is-it-service-management-itsm-and-what-is-its-purpose\/"},"modified":"2025-12-16T14:48:27","modified_gmt":"2025-12-16T17:48:27","slug":"what-is-it-service-management-itsm-and-what-is-its-purpose","status":"publish","type":"post","link":"https:\/\/sandbox2.institutopmg.com\/en\/what-is-it-service-management-itsm-and-what-is-its-purpose\/","title":{"rendered":"What is IT Service Management (ITSM) and what is its purpose?"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">IT has become an indispensable aspect of modern-day business. After all, practically every service nowadays has some IT component. This is the main reason why <a href=\"https:\/\/itsmhouse.com\/what-is-an-it-service-and-what-is-the-importance-of-its-management\/\">IT Service<\/a> Management (ITSM) has become a fundamental area for companies.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Defining what ITSM is can be a complicated task. We&#8217;re talking about something that is much more than a framework or a set of practices.<\/span><\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_1 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Navegue por t\u00f3picos de interesse:<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/what-is-it-service-management-itsm-and-what-is-its-purpose\/#A_definition_for_ITSM\" >A definition for ITSM<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/what-is-it-service-management-itsm-and-what-is-its-purpose\/#Why_do_we_need_IT_Service_Management\" >Why do we need IT Service Management?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/what-is-it-service-management-itsm-and-what-is-its-purpose\/#The_value_of_ITSM\" >The value of ITSM<\/a><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"A_definition_for_ITSM\"><\/span><span style=\"font-weight: 400;\">A definition for ITSM<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">IT Service Management is a set of policies, processes, and procedures aimed at managing the deployment, improvement, and support of IT services, with a focus on the customer.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Therefore, this management does not focus on hardware, network, or systems. In reality, ITSM seeks to improve IT customer service, aligning it with business objectives.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It may be tempting to think of ITSM as a framework. However, this management combines several such elements. Some famous examples of ITSM frameworks include <a href=\"https:\/\/www.axelos.com\/certifications\/itil-service-management\/\">Information Technology Infrastructure Library (ITIL)<\/a>, Microsoft Operations Framework (MOF), and Control Objectives for Information and Related Technologies (COBIT).<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Each of them serves a typical ITSM need, regardless of the organizational level.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If a company adopts ITSM, it means that it considers IT as a service, with a focus on delivering value. This goes against the idea that IT is just a department responsible for managing technology.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Why_do_we_need_IT_Service_Management\"><\/span><span style=\"font-weight: 400;\">Why do we need IT Service Management?<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">In the midst of so many technological advances, various types of services have emerged. At the same time, IT services have gained more and more space, since digital transformation has become inevitable.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In this sense, it is possible to say that IT Service Management responds to the need to control IT services and their costs.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">As I said at the beginning of the text, practically any service nowadays has some IT component. In this case, it is possible to conclude that ITSM is crucial even for non-technology-focused services.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">ITSM encompasses quality management, software engineering, change management, and information security management. In addition, it has ISO standards that standardize management. Examples of these standards include ISO 9000 and <a href=\"https:\/\/www.iso.org\/standard\/70636.html\">ISO\/IEC 20000<\/a>.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">ITSM is a guide to help companies align IT goals with business goals, always with the customer in mind.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In other words, ITSM is a way to improve and perfect processes, services, products, and software. Therefore, companies need it so much!<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"The_value_of_ITSM\"><\/span><span style=\"font-weight: 400;\">The value of ITSM<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">IT Service Management allows for a provision system adapted to the company culture. Its value is shared with the people involved, customers, and top management.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">People involved with ITSM know the level of flexibility and autonomy necessary to make decisions for the company.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Meanwhile, customers will be aware that they will receive something of value. In this case, the service will be good, as customers will have their needs met.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Finally, top management will be sure that it has an efficient management structure that reduces costs and increases customer satisfaction.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">So, know that ITSM has a real impact on the company, and understanding how it works, and consequently applying it can make a difference!<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Has your company adopted ITSM? Leave it in the comments!<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>IT has become an indispensable aspect of modern-day business. After all, practically every service nowadays has some IT component. This is the main reason why IT Service Management (ITSM) has become a fundamental area for companies. Defining what ITSM is can be a complicated task. We&#8217;re talking about something that is much more than a [&hellip;]<\/p>\n","protected":false},"author":85233,"featured_media":148109,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[8044],"tags":[9571,9704,9451,9502,9503,9504,9452],"class_list":["post-148108","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-articles","tag-gerenciamento-de-servicos-de-ti-2","tag-gsti-2","tag-it-service-management-2","tag-itil-2","tag-itil-4-2","tag-itil-v3-2","tag-itsm-2"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.0 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>What is IT Service Management (ITSM) and what is its purpose? - PMG Academy<\/title>\n<meta name=\"description\" content=\"IT Service Management (ITSM) is one of the most important subjects in the technology field. 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