IT Service Management

ITSM (IT Service Management) refers to all the activities involved in designing, creating, delivering, supporting and managing the lifecycle of IT services.

It can be understood in a way that any piece of technology used at a workplace: desktops, laptops, apps installed on them, printer, or even the option to reset a password, all such services or “IT Services” are provided by a designated team.

Although the most common perception of ITSM among users mostly employees is just “IT support” but ITSM is way beyond resolving day-to-day problems. IT team in any office is responsible for end-to-end management of such services. Some of the offices also use an ITSM software like Freshservice to manage these services effectively.

Scope of IT Service Management

An ITSM professional handles the issues related to the following areas:

Services: ITSM can be implemented in IT applications, infrastructure, and hardware.

Quality: The quality of services can be improved, and IT problems can be solved effectively and efficiently.

Cost: Implementation of ITSM can help in keeping costs under control and staying within the budget.

Business: ITSM allows a company to concentrate better on its core competencies in order to achieve its goals.

End users: The employees and customers who make use of IT services are also benefitted.

Skills required by ERP Professionals

In future, ITSM professionals will not be limited to their current roles rather they need to have some additional skills to deliver against organisational needs and meet required outcomes. But what other skills and capabilities will ITSM professionals need to:

• An understanding of AI and Analytics and associated personal capabilities
• Knowledge Management capabilities
• Business Relationship Management (BRM) capabilities
• An understanding of what Business Value is and how to create it
• Customer Engagement skills
• Communication and Collaboration skills
• Problem Solving skills and capabilities
• A focus on Innovation for better business outcomes
• A desire for Continual Learning
• Personal Flexibility and Agility, with the ability to deal with complexity

Eligibility Criteria

Generally, candidates who have completed relevant bachelor’s degree program are eligible to pursue this course. Some such relevant academic programs are – BE/BTech, MBA, MCA, CA etc. Having professional computer knowledge is always an essential requirement for these professionals.

ITSM course syllabus

After completing the regular degree programme from a recognised university, one can go for a course on IT Service Management. Basically the course syllabus contains the topics that help the professional to resolve and manage any IT related issue as well as to generate the ideas that may help an organisation to grow in future. Below are the key topics in a ITSM course syllabus:

• Configuration Management
• Service Desk/Incident Management
• Problem Management
• Change Management
• Availability Management
• Capacity Management
• Financial Management
• Service Level Management
• Control-IT Simulation

ERP Job profiles

An ITSM professional can have different job roles depending on the companies’ requirement. Such professionals may not only work in the IT department of the organisation but also in other departments as well. Salary to an ITSM professional varies as per his/her job role. The average salary of an ITSM professional varies from 5.0 lakh to 12.0 lakh per annum. Below are some of the job roles of an ITSM professional:

People Facing Roles	Technology Facing Roles	Other Roles
Service Desk	Incident Manager	Strategy Analyst
Business Relationship Manager	Problem Manager	Finance Analyst
Supplier Relationship Manager	Change Manager	Demand Analyst
	Enterprise Architect	Service Portfolio and Catalogue Manager
	Project Manager	Service Delivery Manager
	System Developer
	System Support
	Configuration and Deployment Manager
	Quality Assurance and Testing Manager
	IT Security Manager
	IT Service Continuity Manager
	Network and Service Operations Centre Analyst

ITSM: Top companies and salaries

Company	Average annual salaries (INR)
HCL Technologies	10,82 – 11.80 lakh
Unisys	12.76 – 13.92 lakh
Cognizant Technology Solutions	12.35  - 13.49 lakh
Accenture	11.34 – 12.30 lakh
Capgemini	7.11 – 7.73 lakh
Tech Mahindra	12.36 – 13.30 lakh
Genpact	14.27 – 15.62 lakh
Honeywell	5.05K – 5.45 lakh

 

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Following are the most popular IT Service Management UG Courses . You can explore the top Colleges offering these UG Courses by clicking the links below.

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Following are the most popular IT Service Management Specializations . You can explore the top Colleges offering these Specializations by clicking the links below.