In the IT industry you’ve heard the acronyms ITIL® and ITSM, but what about ESM? Each of these three acronyms are critical in their own right as you move your IT service desk into the modern era. The important thing to remember is that each one builds upon the other. As you look into ITIL, you’ll discover more about ITSM, and as you examine ITSM, you’ll be introduced to the up and coming world of ESM.
To ensure you are armed with correct information, let’s take a look at each one and it’s impact to the IT industry.
Information Technology Infrastructure Library (ITIL)
ITIL is the most recognized framework for ITSM within the realm of IT. The framework guides organizations on the best practices for performing ITSM, encompassing everything from lowering service costs to better aligning IT departments with the organization’s needs.
ITIL has five sections: strategy, design, transition, operations, and continual service improvement. These five sections each provide comprehensive instructions for IT process management. The origins of ITIL date back to the late 1980’s, when ITSM was gaining traction and a best practices guide became necessary. Now, many technicians and IT leaders around the world have ITIL certifications, and use the framework throughout various industries and corporations of varying sizes.
IT Service Management (ITSM)
ITSM is the strategic approach to managing information technology within your organization and delivering services to customers. If you have IT systems in your organizations, then you are nevertheless performing ITSM. Examples of ITSM include: resolving incidents or disruptions to get your business back to being fully functional, budgeting and carrying through organizational change, and monitoring software compliance. Almost every single department provides a service to a “customer” within the organization, meaning almost all of us perform some kind of service management. This is where ESM comes in…
Enterprise Service Management (ESM)
With this increasing demand for services across organizations to support rapid growth and development, exceptional service delivery is more critical than ever. Enter: ESM. Tried and true ITIL and service management concepts and capabilities are the backbone of ESM. From that foundation of IT strategy and the ITIL service lifecycle, ESM drives benefits like department transparency, business continuity, cost control, and staff productivity throughout a business.
The Difference Between ITIL, ITSM and ESM
- ITSM is how you manage the services you deliver to end users.
- ITIL teaches you the best practices for ITSM.
- ESM brings ITSM strategy to the rest of the departments in the business.
About Nathan Riley
Nathan Riley is a Sales Director for Samanage. He has seven years experience in the industry, and has had a front row seat for the evolution of service management as a platform for the entire organization. He helps organizations ranging from SMB to Fortune 500 bring customized service to employees. Nathan proudly served the United States Armed Forces in the United States Marine Corps.
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