When we talk about what is ITSM helpdesk, we generally refer to a set of activities and processes. These are used by companies to implement, improve, and manage the provision of IT services.

 

However, there are some important nuances to consider when discussing what is ITSM helpdesk. We’re referring to IT Service Management (ITSM) and IT Operations Management (ITOM). These two areas of IT are crucial for a company; often, their practices seem to overlap, but they are not interchangeable because each has its own identity and function. Let’s explore them together.

 

What is ITSM?

ITSM (or IT Service Management) refers to how an organization manages and delivers IT services to its users. It includes activities related to designing, creating, delivering, and supporting IT services. The main function of ITSM is to establish a standard for delivering IT services, creating effective workflows, and generating valuable data for making more specific business decisions.

 

What is ITOM?

ITOM (or IT Operations Management) is, in fact, a subset of ITSM, related to the daily management of IT infrastructure elements, including all technologies and applications. ITOM provides useful information about IT infrastructure, which is used to monitor the status of services and systems. This approach is essential for identifying and managing problems in advance, avoiding downtime due to maintenance.

 

What are the differences between ITOM and ITSM?

As we’ve mentioned, the difference between ITSM and ITOM is subtle but fundamental. Essentially, ITSM focuses on how the IT department provides services to end-users, while ITOM pertains to monitoring performance, technologies, and procedures through which the IT team manages its operations.

 

Integrate ITSM and ITOM with Freshservice

The best way to facilitate a functional coexistence between ITSM and ITOM is to integrate both systems. In fact, using these systems separately can lead to low productivity, increased costs, and wasted time for employees.

 

Freshservice is the software that helps you manage IT operations synergistically, easily, and securely.

 

With Freshservice, all daily activities can be managed quickly and with a few clicks, improving your IT team’s time management. Your IT department will no longer be forced to access different platforms and search for data in multiple dashboards: everything you need will be packed in one tool.

 

If you want to automate and control IT operations and improve the performance of your entire department, start by digitizing your processes and installing Freshservice.

 

For more information, contact us now for a free demo. Schedule your free consultation with one of our experts.