What is ITSM?

Apr 14, 2022

IT Service Management (ITSM) refers to all the tasks involved in creating, designing, delivering, managing, and supporting the lifecycle of IT services. As the name suggests, ITSM is about the delivery of IT as a service. The focus is on IT end-user (employee, customer, or partner) needs rather than IT systems. According to a recent report, the global ITSM market will grow by $11.51 billion between 2021 and 2025. 

Why is ITSM important? 

Nowadays, many organizations rely on information technologies for different tasks and responsibilities. Managing these services on a day-to-day basis can be very challenging. ITSM makes it easier for organizations to coordinate these numerous processes and tasks while ensuring the customer gets real value. 

Here are some of the benefits of ITSM for businesses: 

  • The roles and responsibilities of employees are clearly defined
  • The organization can react fast to innovation and change in the market 
  • There is a shorter gap between identifying problems and solving them
  • Reduced downtime 
  • Businesses adhere to regulatory requirements 
  • IT problems can be prevented before they happen
  • Employees are more productive 
  • Analytics are used to measure and enhance IT performance 

Must-have skills for IT service management professionals 

Since technology changes very fast, individuals and companies involved in ITSM should always reinvent themselves to keep up with the latest developments. ITSM trends to expect in 2022 include enterprise service management, AI security, hyper-automation, distributed enterprise, and AI-powered service management.   

To remain competitive and current, here are some of the skills you require as an IT service management professional:


With the continual emergence of automated processes and chatbots, automation is one of the fastest-growing trends in customer service. As an IT professional, you should have knowledge of how to support business automation across financial systems, marketing systems, sales forces and customer service.

Artificial intelligence 

Artificial intelligence is important for automating processes and delivering comprehensive analytics. Organizations will continue to depend on AI to manage new, emerging technologies.


ITSM professionals must know how to communicate technical information effectively to employees, customers, and partners. Effective communication is not just about speaking but open-mindedness and listening.

Change management 

With the rapid changes in today’s technology, change management has become an increasingly important skill for IT professionals. Digital transformation means businesses must undergo major IT infrastructure and processes changes. 


IT service management is a very competitive career. To stand out, you need the right kind of training. Join our technology apprenticeship program (TAP) today and get on-the-job experience while earning a salary. 

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