What is ITSM? Why does it matter?

What is IT Service Management (ITSM)?

IT Service Management (ITSM) is a big topic. Basically, IT Service Management refers to the design, planning, delivery, operation, control and support of Modern Networks IT services to our customers. First, we talk to our clients about their business needs. Next, we go away and create a package or framework of IT services that meets those business needs. This framework is a combination of people, processes and technology that we put in place to provide value to your business. Finally, Modern Networks provides on-going management and technical support of all those services.

So, how does this work in the real world?

Well, imagine you have a new employee starting work on Monday. You contact Modern Networks, and we ask you a few questions about the new starter and their role. Based on the information provided, we can ensure the new starter has everything they need for the job they intend to do. For example, we will recommend a lightweight, portable laptop for a Regional Facilities Manager who is always on the go rather than a standard desktop. We will setup their business email, Office 365, Cloud backup, anti-virus, web security and secure single user sign-on. As they are a mobile worker, we can also organise their smartphone and airtime package. We provide user training and fast, friendly 24/7 technical support by phone and email.

Why does ITSM matter?

IT Service Management (ITSM) is important for a variety of reasons.


  • Improves the quality of IT services across your business
  • Improves IT efficiency, reduces costs and reduces waste
  • Improves IT governance and helps ensure compliance
  • Improves cyber security and data protection
  • Improves business uptime and helps increase customer satisfaction
  • Improves vendor management, one supplier not many.

To learn more about Modern Networks range of IT and telephone services contact us now.

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