Top 5 best practices for IT service management in 2023

James Herman
Head of Support

7 February 2023

IT service management (ITSM) is a critical aspect of modern organisations, which must stay up to date with the latest best practices to ensure the smooth operation of their organisations’ IT systems and processes.


Here are my top five best practices that are critical for ITSM teams to adopt in 2023:


1_ Cybersecurity
Cyber-attacks are becoming increasingly sophisticated and frequent, and ITSM teams must prioritise cybersecurity to protect their organisations’ sensitive information and systems. Cybersecurity is a critical aspect of ITSM, as the consequences of a successful cyber-attack can be severe, ranging from the theft of sensitive information to business disruptions. ITSM teams must use strong passwords, conduct regular security audits, and keep software and systems up to date with the latest security patches and updates. They must also stay informed about the latest threats and take measures to mitigate these risks.

2_ Remote work
The COVID-19 pandemic has accelerated the shift towards remote work, and ITSM teams must have the tools and processes in place to manage remote workers effectively. They must ensure that remote workers have secure remote access to systems and data, as well as effective communication and collaboration tools for seamless operation. Moreover, they must guarantee them access to the resources and support they need to be productive and efficient.

3_ Integration of AI and automation
AI and automation can significantly improve the efficiency of ITSM processes, and automation can help streamline processes, reduce errors, and improve customer satisfaction. However, these technologies must be used in a manner that is aligned with the organisation’s goals and objectives (we know too well what can happen when teams move away from Actual Intelligence to Artificial Intelligence!). ITSM teams must regularly review and update policies and procedures to ensure that AI and automation are being used to their full potential.

4_ Managing legacy systems
Legacy systems and processes are difficult to maintain and integrate with modern technologies. ITSM teams must balance the need for innovation with the need to maintain existing systems, particularly legacy systems that are critical to the operation of the organisation. This requires a strategic approach to modernisation, as well as a focus on streamlining processes to minimise disruption. ITSM teams must assess the importance of legacy systems to the organisation, identify areas for improvement, and implement a plan to modernise them in alignment with the organisation’s goals and objectives.

5_ Service-oriented approach
ITSM teams must adopt a service-oriented approach, putting the needs of customers and stakeholders first – a key priority for Likezero as our COO states here. This includes regularly reviewing processes and procedures to ensure they are aligned with customer needs, as well as seeking regular feedback to identify areas for improvement. They must also ensure that they are providing high-quality, responsive, and effective IT services that meet the needs of the organisation.


I decided to end this blog with a bonus practice for you – ITSM must also embrace cloud technology as an integral part of their strategy. Why?

Cloud technology provides several fundamental benefits to ITSM, including increased scalability, flexibility, and cost-effectiveness. Teams can improve their ability to manage and deliver IT services to their customers and stakeholders. Don’t forget though that ITSM teams must also have the necessary processes in place to manage and secure their cloud environment effectively.

By implementing these top five best practices (and the bonus one) ITSM teams can deliver high-quality, effective, and efficient IT services that meet the needs of their organisations and their customers.

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