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A good ITSM
system is
supposed to
improve the
quality of service
delivery, and the
efficiency of
both ITSM and

IT Service Management

IT Service Management (ITSM) is a general phrase that describes a strategic approach for designing and managing the way information technology (IT) is used within a company. The goal of a good ITSM framework is to ensure that the right people, technology, and processes are in place to enable the company to achieve its online business goals.

ITSM (or IT Service Management) refers to all the activities involved in designing, creating, delivering, supporting and managing the lifecycle of IT services. Implementing ITSM can help regularize processes through structured delivery and documentation. ITSM implementation also helps in saving costs by building a predictable IT org. Implementing ITSM has business benefits by bringing actionable IT insights to the business that help in decision making process.

…IT Service


seeks not only to

optimize the use

of technology

within the

company but also

to achieve proper


between users,

people and

processes to

achieve a service

delivery that

provides the

customer value…

Every organization depends on reliable and secure IT systems. Whether you are dealing with day-to-day business activities or innovative projects, a fully functioning IT department is always an essential prerequisite for success. With over 15 years of experience and a track record of hundreds of successful IT Service Management (ITSM) projects, we help clients in organizing, optimizing and managing their IT departments. We apply the best practices combined with best practices on the market (e.g. ITIL®, Lean IT, Agile and DevOps).

Infimedia with its extensive research into IT Services have been guiding number of customers towards IT Service Management model for quite some time. As part of these services, we help organizations align their services in lines with industry standards and improve overall productivity and deliverables of IT departments which ensures overall User satisfaction and User productivity. The key Consulting Services offerings include the following:

  • Providing IT Service management capabilities assessment
  • Aligning IT Services processes as per ITIL guidelines
  • Establishing the ITSM framework practice within the organization & beyond
  • IT process re-engineering in lines with organization’s changing business environment and Industry standards
  • Periodic Audits to ensure adherence to processes and recommendations for improvement
  • ITIL & ISO 20000 readiness assessment and implementation support services
  • Service desk operations review
  • Process development services
  • Service management process design & implementation support services