{"id":148124,"date":"2023-03-03T15:56:33","date_gmt":"2023-03-03T18:56:33","guid":{"rendered":"https:\/\/www.pmgacademy.com\/itsm\/the-real-value-of-it-service-management\/"},"modified":"2025-12-16T14:47:44","modified_gmt":"2025-12-16T17:47:44","slug":"the-real-value-of-it-service-management","status":"publish","type":"post","link":"https:\/\/sandbox2.institutopmg.com\/en\/tutorials\/the-real-value-of-it-service-management\/","title":{"rendered":"The real value of IT Service Management"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">IT Service Management (ITSM) has become increasingly relevant in recent years. There is an extensive list of materials and content that deal with the subject.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Guidelines such as <a href=\"https:\/\/www.iso.org\/home.html\">ISO\/IEC 20000<\/a> (a standard that addresses the mandatory requirements that an IT service provider must comply with), <a href=\"https:\/\/www.axelos.com\/best-practice-solutions\/itil\">ITIL<\/a> best practices, and frameworks such as the <a href=\"https:\/\/docs.microsoft.com\/en-us\/biztalk\/core\/high-availability-and-the-microsoft-operations-framework\">Microsoft Operations Framework (MOF)<\/a> are implemented in organizations with the aim of delivering value to their customers.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">However, the real value of implementing IT Service Management is not always fully understood or perceived. So why is it so important nowadays?<\/span><\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_2 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\/tutorials\/the-real-value-of-it-service-management\/#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-2\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/tutorials\/the-real-value-of-it-service-management\/#IT_Service_Management_improves_all_parts_involved_in_a_business\" >IT Service Management improves all parts involved in a business<\/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\/tutorials\/the-real-value-of-it-service-management\/#IT_Service_Management_in_the_real_world\" >IT Service Management in the real world<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/tutorials\/the-real-value-of-it-service-management\/#IT_Service_Management_is_more_than_a_trend\" >IT Service Management is more than a trend<\/a><\/li><\/ul><\/nav><\/div>\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;\">To understand the value of <a href=\"https:\/\/itsmhouse.com\/what-is-an-it-service-and-what-is-the-importance-of-its-management\/\">IT Service Management<\/a>, we need to take a step back and see why we need it.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Firstly, services have existed forever. Thus, it is possible to say that there are hundreds of them, and all of them somehow impact people&#8217;s daily lives.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Regarding IT services, we are referring to a type that has gained a fundamental role with digital transformation. That is why ITSM impacts almost all types of services, even those that do not have technology as the central factor of their business.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">So, ITSM and its principles are applied in other services beyond IT. The reason is simple: almost all current services have some IT component, whether it is a payment method or a website.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In this sense, thinking about ITSM is thinking about service management in general, as it is involved in various sectors.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"IT_Service_Management_improves_all_parts_involved_in_a_business\"><\/span><span style=\"font-weight: 400;\">IT Service Management improves all parts involved in a business<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">So, we come to the main point of this discussion: what is the real value of service management?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Its value lies in its ability to allow a provisioning structure that adapts to any organization&#8217;s culture.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For people who work in this structure, ITSM makes them aware of the level of flexibility and autonomy that is necessary to make decisions independently.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In the case of customers, they will be aware that they can expect a solid and concrete value from the services they acquire. Something that is essential since a service is the means that an organization delivers value to the customer, facilitating the results the customer wants to achieve.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">ITSM allows a complete focus on the customer, and the service aims to satisfy and meet the needs with the service offering.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Finally, we can remember the top management, which will have an efficient structure that reduces costs and increases customer satisfaction.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"IT_Service_Management_in_the_real_world\"><\/span><span style=\"font-weight: 400;\">IT Service Management in the real world<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">It becomes even easier to see the benefits of IT Service Management if we look at its application in the real world. In this sense, a very interesting case is found in &#8220;The Many Faces of ITSM-Driven Business Improvement,&#8221; an e-book by ManageEngine. This material listed some examples of service management applied in real life.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Duncan Watkins, Senior Consultant at Forrester Research, presented the case in question. Watkins cites the case where a train operation company decided to implement the Internet of Things (IoT) in the machines; the main objective was to reduce maintenance costs.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">However, throughout the project, the company realized that the real metric of the service would not be the reduction of costs but customer satisfaction.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With service management, the company was able to perceive that predictive maintenance originated by IoT reduced train failures. Consequently, this increased passenger satisfaction, who received a better service.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In other words, with the implementation of the ITSM structure, it was possible to visualize this benefit. ITSM made the organization realize that, in addition to cost reduction, a quality service was being delivered.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"IT_Service_Management_is_more_than_a_trend\"><\/span><span style=\"font-weight: 400;\">IT Service Management is more than a trend<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">With all that has been said, it is clear that ITSM is more than a trend: it is a success factor for organizations nowadays.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">So, answering the question from the first part of this article, we can say that IT Service Management is important because it provides a way for the company to see what is being delivered to the customer as a service, and how it can be improved.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Did you like this article? Share it with your friends! And don&#8217;t forget to check out other articles on the blog.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>IT Service Management (ITSM) has become increasingly relevant in recent years. There is an extensive list of materials and content that deal with the subject. Guidelines such as ISO\/IEC 20000 (a standard that addresses the mandatory requirements that an IT service provider must comply with), ITIL best practices, and frameworks such as the Microsoft Operations [&hellip;]<\/p>\n","protected":false},"author":85233,"featured_media":148125,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[9436,9433],"tags":[9705,9618,10081,9720,9548,10068,9451,9502,10082,9503,9504,10083,9452,10084],"class_list":["post-148124","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-itil4","category-tutorials","tag-iso","tag-iso-20000-2","tag-iso-iec","tag-iso-iec-20000","tag-it-management","tag-it-service","tag-it-service-management-2","tag-itil-2","tag-itil-3","tag-itil-4-2","tag-itil-v3-2","tag-itil-v4","tag-itsm-2","tag-mof"],"acf":[],"_links":{"self":[{"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/posts\/148124","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/users\/85233"}],"replies":[{"embeddable":true,"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/comments?post=148124"}],"version-history":[{"count":1,"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/posts\/148124\/revisions"}],"predecessor-version":[{"id":149104,"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/posts\/148124\/revisions\/149104"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/media\/148125"}],"wp:attachment":[{"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/media?parent=148124"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/categories?post=148124"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/tags?post=148124"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}