IT Service Management

Today, organisations recognise the need to combine business goals and IT services. This business-IT alignment leads to operational excellence, better products for customers, and reduces costs - necessary elements that help the enterprise to compete in the market. One of the proven approaches that understands the needs of a business backed by Information Technology is ITSM (IT Service Management). 

ITSM refers to all activities of adopting and leveraging IT resources for running or improving an organisation’s infrastructure (not solely assisting an employee for PC troubleshooting). As a career in this field, a technical understanding along with a business orientation is essential. 

 

More or less, this career requires a deep know-how of what provides value through IT services in a company. The field is continuously evolving through principles of lean manufacturing, risk management, and meeting international standards such as ISO/IEC 20000.  

In ITSM, you can go for dedicated certifications of some of the widely adopted frameworks by IBM, Sony, etc., such as ITIL (Information Technology Infrastructure Library). For now, get a quick overview of the learning and career path in 2024. 

Course Details for Learning ITSM

Particulars	Details
Best Mode of Learning	Online Courses
Major Frameworks to Learn	ITIL, COBIT, ISO/IEC 20000
Online Course Duration	16 hours onwards
Eligibility	Not required for foundational courses, but work experience in IT sector is essential to do advanced courses.
Fees for Certification-based ITIL Courses	INR 5,000 onwards
Top Course Providers	Alexos Simplilearn Udemy Coursera BSI
Average Salary	Up to INR 29 Lakhs
Top Industry Companies	IBM, Accenture, Atlassian, Broadcom, OpenText
Job Positions	IT Service Manager, Application Support Analyst, IT Project Manager, Chief Technical Officer, Service Desk Manager, IT Architect

Trends in ITSM that Make Specialised Training Relevant in 2024

1. The ITSM market is shifting towards emerging technology adoption and cost reduction. Cloud ITSM is the next big thing, as it works on the less expensive OpEx model. About 90% of IT leaders are focused on merging modern technologies and cloud environments (Marketsandmarkets). 
2. AITSM, which leverages GenAI is fast catching up after OpenAI’s release of the chatbot. Those companies using it have seen a reduction of 30% reduction in ticket volumes (Rezolve.ai). 
3. I&O leaders are to overspend by $2 billion on buying unused features of ITSM platforms in 2026, up from $1 billion in 2021, Gartner predicts. 
4. According to Mordor Intelligence, Google and AWS have plans of replacing outdated IT infrastructure with emerging tech. 

Given these trajectories, focus on solidifying your future career path in ITSM, comprising a varied range of roles. And of course, in this career you would need some good years of experience and strategic training to boost your chances in moving up. On an average, an IT Service Manager with 10 to 16 years of experience makes around INR 20–30 Lakhs per year (AmbitionBox). 

Other key trajectories related to your learning and career paths in ITSM in 2024. 

• Merging DevOps and Agile for speed and scalability is already happening. Learning Agile frameworks would be helpful. DevOps courses are also beneficial. 
• While DevOps has traditionally been a separately considered in an organisation, a new trend of DevOps+ is fast emerging. While DevOps helps in scaling through CI/CD (continuous integration/continuous deployment), the ITSM framework of ITIL creates a benchmark for IT governance. For merging these IT-cultural approaches, there are special certifications you can go for. 

Skills Required for ITSM Pros Today

In future, ITSM professionals will not be limited to their current roles rather they need to have some additional skills to deliver against organisational needs and meet required outcomes. But what other skills and capabilities will ITSM professionals need to:

• An understanding of AI and Analytics and associated personal capabilities
• Knowledge Management capabilities
• Business Relationship Management (BRM) capabilities
• An understanding of what Business Value is and how to create it
• Customer Engagement skills
• Communication and Collaboration skills
• Problem Solving skills and capabilities
• A focus on Innovation for better business outcomes
• A desire for Continual Learning
• Personal Flexibility and Agility, with the ability to deal with complexity

How to Learn and Extend Your Career in ITSM

1. As a beginner who has good computing familiarity, you can get into entry-level roles such as Service Desk Technician. 
2. You should ideally choose an ITIL certification, but there are several professional pathways to uncover too. 
3. If you are thinking of getting into IT project management, consider obtaining a PRINCE2 certification. They will set a good professional benchmark for you. 
4. Suppose you want to get into hybrid roles where an organisation is looking into improving network infra, go for CCNA certifications from Cisco. 

Online Courses to Skyrocket Your ITSM Learning and Career

Here are some essentials. 

ITSM Course Online	Provider	Duration
ITIL® 4 Foundation Certification Training Course	Simplilearn	Self-paced
COBIT® Certification Training	Simplilearn	30+ hours
ITIL4: the framework for the management of IT-enabled services	Alexos	Available upon enquiry
Certified Network Professional EntERPrise Certification	Cisco	Available upon enquiry

ITSM Course Syllabus

After completing the regular degree programme from a recognised university, one can go for a course on IT Service Management. Basically the course syllabus contains the topics that help the professional to resolve and manage any IT related issue as well as to generate the ideas that may help an organisation to grow in future. Below are the key topics in a ITSM course syllabus:

• Configuration Management
• Service Desk/Incident Management
• Problem Management
• Change Management
• Availability Management
• Capacity Management
• Financial Management
• Service Level Management
• Control-IT Simulation

Eligibility Criteria For Beginner to Advanced Level ITSM-related Courses

Generally, candidates who have completed relevant bachelor’s degree program are eligible to pursue this course. Some such relevant academic programs are – BE/BTech, MBA, MCA, CA etc. Having professional computer knowledge is always an essential requirement for these professional

ITSM Job profiles

An ITSM professional can have different job roles depending on the companies’ requirement. Such professionals may not only work in the IT department of the organisation but also in other departments as well. Salary to an ITSM professional varies as per his/her job role. The average salary of an ITSM professional varies from 5.0 lakh to 12.0 lakh per annum. Below are some of the job roles of an ITSM professional:

People Facing Roles	Technology Facing Roles	Other Roles
Service Desk	Incident Manager	Strategy Analyst
Business Relationship Manager	Problem Manager	Finance Analyst
Supplier Relationship Manager	Change Manager	Demand Analyst
	Enterprise Architect	Service Portfolio and Catalogue Manager
	Project Manager	Service Delivery Manager
	System Developer
	System Support
	Configuration and Deployment Manager
	Quality Assurance and Testing Manager
	IT Security Manager
	IT Service Continuity Manager
	Network and Service Operations Centre Analyst

ITSM: Top companies and salaries

Company	Average annual salaries (INR)
HCL Technologies	10,82 – 11.80 lakh
Unisys	12.76 – 13.92 lakh
Cognizant Technology Solutions	12.35  - 13.49 lakh
Accenture	11.34 – 12.30 lakh
Capgemini	7.11 – 7.73 lakh
Tech Mahindra	12.36 – 13.30 lakh
Genpact	14.27 – 15.62 lakh
Honeywell	5.05K – 5.45 lakh

 

Following are the most popular IT Service Management Colleges in India. Learn more about these IT Service Management colleges (Courses, Reviews, Answers & more) by downloading the Brochure.

Following are the most popular IT Service Management courses, based on alumni reviews. Explore these reviews to choose the best course in IT Service Management.

Following are the most popular IT Service Management UG Courses . You can explore the top Colleges offering these UG Courses by clicking the links below.

Following are the most popular IT Service Management PG Courses . You can explore the top Colleges offering these PG Courses by clicking the links below.

Following are the most popular IT Service Management Specializations . You can explore the top Colleges offering these Specializations by clicking the links below.

Following are the top exams for IT Service Management. Students interested in pursuing a career on IT Service Management, generally take these important exams.You can also download the exam guide to get more insights.