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The world's leading integrated resilience workspace for risk and business continuity management, operational resilience, incident & crisis management, and security & safety operations.

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A Resilience Management Software Buyer's Guide
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The world’s leading platform for integrated safety & security management.

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The Limits of IT Service Management for Managing Disruption

Best Practice Guide

What is IT Service Management?

In Information Technology, incident management refers to a process used by DevOps and Ops teams to respond to unplanned events or service interruptions. Incident management, along these lines, has meant restoring services to their operational state as quickly as possible. The steps typically involved in IT incident management and response have included the following: 

  • Preparation
  • Detection and reporting
  • Triage and analysis
  • Containment and neutralization
  • Post-incident activity

At least, that’s according to IT Service Management, or ITSM. ITSM is the generic term used to describe a strategic approach to designing, delivering, managing, and improving the way businesses use their information technology . Originally devised to go beyond the traditional model of IT support, ITSM is meant to be more inclusive, describing the end-to-end processes and tools IT teams use to manage services, inclusive of all information technologies within the organization.

What does it involve? ITSM consists of all the relevant activities and processes that go in to supporting an IT service through its entire lifecycle. Those activities and processes are likely to include service management, change management, problem management, asset management, information and knowledge management, and, of course, incident management (See more below).

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