Your guide to ITSM acronyms

ITSM – IT Service Management

ITSM is very broad and covers a huge area of IT, predominantly associated with ITIL, the best practice, and governing body for IT service management. ITIL has moved on since 1995, from computing into more complex systems, such as mainframes, and then the development of corporate-level systems. ITIL became formal at ITIL 1, through ITIL 2 and 3. We’re now on ITIL 4, which covers other areas of service management and the service supply chain, along with veriSM.

ESM – Enterprise Management System

ESM is preferred over multiple mailboxes, as it prevents messages from getting lost between colleagues, or from being marked as ‘read’ and forgotten about. Shared mailboxes can receive thousands of messages per day, ESM makes this manageable, and solutions can be tailored to each departments’ unique requirements. Performance can also be monitored, for instance, response time to tickets and completion. Imagine, service management systems, for the entire organisation. We look at ESM very much as being the area that is developing into the future.

ITIL – Information Technology Infrastructure Library

There are 27 different documents, which make up ITSM best practice. The library is a catalogue of books and literature, which are updated incrementally – ITIL 1, ITIL 2, ITIL 3 and ITIL 4. These are all built around a framework of Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. The driving force behind ITIL stages is industry best practice and the evolution of processes, as well as business requirements of ITSM. Every business operates in a different way, with different departments and functions. There is no ‘one size fits all’ ITSM solution out there. Following the ITIL guidance, provides the best fit solution.

VeriSM – Value-driven, Evolving, Responsive, Integrated, Service, Management.

VeriSM is not just IT for the IT department. Traditionally, companies have employed IT people to work in the IT department, now IT people can work in any department, and any department can use IT. Employers and organisations, need to get used to this new way of distributing skills, for example, a web developer may sit within marketing, and not within an IT department.

JSD – Jira Service Desk

A highly popular, and cost-effective solution for Service Desk, IT and Development Teams, Jira Service Desk can be configured to handle most of the ITIL processes. It is easy to use, with a speedy installation and configuration, which is why it’s not surprising that the customers of users are keen on it too.

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