What is an IT Service Plan?

An IT service plan is a comprehensive technology action plan designed to offer business firms, institutions, and organizations the perfect IT solutions and access to professional support so that their systems are protected, costs are kept under control, and work performance is optimized. It is provided by software developers, computer system analysts, computer programmers, computer support specialists, and information security analysts to help companies have the appropriate technology in place for their organization, manage their asset and inventory investment to its best abilities, reduce network failures to prevent missed deadlines or production issues, and many others.

There are many types of frameworks for modern IT teams included in IT service plans: IT Service Management (ITSM), Information Technology Infrastructure Library (ITIL), and DevOps. ITSM is a systematic approach to service management and aligns IT services with business goals and service delivery standards based on budgets, resources, and results. ITIL aims at practices for coordinating IT services with business needs, helping organizations to adapt according to ongoing transformation and scale. On the other hand, DevOps is used to improve the collaboration between development IT operations teams and enables continuous development, integration, and automated delivery.

Key Processes of IT Service Management (ITSM)

IT Service Management (ITSM) is a system that guides IT teams in managing the implementation of IT services to customers. Aligned with Information Technology Infrastructure Library (ITIL) practices and influenced by DevOps concepts, ITSM is developed to improve the overall organization and to obtain efficiency and productivity gains.

Service Request Management: It is a customer-focused, knowledge-centric, and streamlined process with automation that handles wide-ranging customer service requests such as requests for access to applications and software/hardware program updates. This process involves recurring requests that can benefit their customers. It begins when a customer requests help from the service portal or via the email of the business firm. Then, the IT service team evaluates the request alongside pre-defined approval and qualification processes. The service request is fulfilled by a service desk agent and he or she closes the ticket after resolving the request. IT teams should focus on supporting the support team, shifting left, leveraging automation, and being prepared to scale up while adapting to evolving business needs. Knowledge Management: This process creates, shares, uses, and manages the knowledge and information of a business firm or an organization and even across industries. As a multidisciplinary approach to attain corporate or organizational objectives, it ensures that stakeholders obtain the correct information in the appropriate format at the right level and at the right time based on their access level and other relevant policies. Knowledge management is beneficial for businesses and IT teams to harness the knowledge of people throughout their organization and easily share that knowledge. Thus, it is an essential process in IT service management to create value, use shared knowledge to foster innovation through brainstorming and collaboration, and allow teams to set targets and reach them. To build a successful knowledge management strategy, determine the situation of your business, set goals and objectives, prepare your organization for implementation, form a knowledge management team, perform a knowledge audit, figure out your technology needs and prioritize them, identify the core attributes and features of your knowledge management system, and review and constantly update your program. IT Asset Management: Also known as ITAM, this process ensures that the assets of a business firm or an organization are accounted for, deployed, maintained, upgraded, and disposed of when the time arrives. It is integral to provide a single source of truth, improve utilization and eliminate waste, allow productivity, and support ITSM practices. Use the right IT asset management software for your business if you want to save money, reply on spreadsheets, keep track of everything in your company, and facilitate collaboration. Incident Management: It is a crucial process of responding to a sudden event or service interruption and restoring the service to its operational state. When facing an incident in your company, teams need a well-structured plan that helps them to respond effectively so that they can recover quickly, communicate to customers, service owners, stakeholders, and other people in the organization, collaborate to solve the problem more quickly as a team and improve constantly to learn from these outages and apply lessons to enhance service quality and upgrade their process for the future. Utilize the most common incident management tools for effective incident management such as alerting system, chat room, a documentation tool, incident tracking, status page, and video chat. Problem Management: It identifies and manages the causes of incidents on a certain IT service. This process helps businesses to identify and understand the underlying causes of an incident and determine the most effective method to eradicate the root causes. Problem management is a fundamental process because it minimizes time to resolution, prevents costly incidents, heightens productivity, empowers the team to find and learn from underlying causes, facilitates continuous service improvement, and increases customer satisfaction. To implement this process, consider all potential contributing factors as you practice blameless analysis, encourage an open environment where problems are shared, prioritize addressing the problems affecting the services, spread the knowledge with your teams, and stay on top of follow-up actions. Change Management: It provides context and transparency to avoid bottlenecks while ensuring that standard procedures are implemented for efficient and immediate handling of all changes to IT infrastructure. Also known as change enablement, it is designed to lessen disruptions to IT services while creating modifications to critical IT systems and services. This process reduces incidents and meets regulatory standards. Change management is integral because it ensures the organization is productive in fulfilling end-user expectations and allows the organization to adapt to changing business requirements, cost, and security. It helps in achieving change in various ways such as building a framework to manage the change process, incorporating relevant information for smarter decision-making, involving key stakeholders from dev and IT for approvals, and streamlining the flow of changes to create more value faster than before. The basic steps in the change management process are change request, change plan, change approval, change implementation, and change closure.

Types of IT Services  

Many IT services can greatly benefit various business firms and companies as they help their operations run smoothly. Here are some of the most common types of IT services:

Cloud Services: These IT services offer a variety of ways for business team members to interact with the technology they need for their projects and tasks. The cloud is an online platform that can store and access information and programs. Team members can access and use the cloud whether they are at home or in the office. These services allow them to utilize internal business programs remotely without the need to install them on their computers. Backup Solutions: These IT solutions protect information loss from taking place by storing copies of data on external hardware or online platforms like cloud services. Using backup services can help businesses to protect their information if any issues arise such as system failure or power outage. Companies and organizations can schedule automatic backups for their files and ensure the security of their data. Network Security Services: These IT services help protect the network of companies and organizations from unauthorized access. Aside from this function, network security provides other services such as installing anti-virus software, building firewalls, installing virtual private networks (VPNs), and conducting regular network checkups.

How to Develop an IT Service Plan

Statista reported in 2020 that AI software has a market size of $34.9 billion and an annual growth rate of 41%, slated to reach $126 billion by 2025. If you are planning to improve your IT management system and incorporate AI software in your business, you need to develop a logical and systematic IT service plan. Consider the following steps so that you can easily create your IT service plan.

Step 1: Identify the IT Service Management Issues and Needs

Work with your IT service team and check the issues and needs of the management. Consider the severity of their problems and prioritize the service request types according to the needs of your business or organization. Use the same processes aforementioned in this article when you handle every service request type.

Step 2: Take a Proactive Approach to Problems

Manage the issues of your IT services by thinking proactively about them before they begin having an immense impact on your business operations. It is essential to monitor the incidents in your organization carefully and utilize key analytics data to obtain a bird’s eye perspective of service request types. Figure out and brainstorm how you want to manage the problems.

Step 3: Implement Change Management

Include in your IT service plan that you will carry out change management so that you can deal with more changes and your IT teams encounter new scheduling, coordination, and risk management issues. Search for effective change management platforms to help your business manage service requests fully well.

Step 4: Follow an ITIL Framework While Using a Sample IT Service Plan Template

If you are planning to take full advantage of your technology assets, you need to follow an ITIL framework to help you in supporting IT service request management functionality and use a sample IT service plan template. Choose your preferred plan template, customize it based on your needs and preferences, finalize your IT service plan, download the document, and print it right away.


What is an IT support plan?

An IT support plan is a detailed plan that supports the interoperability and certification of an IT service while determining and documenting needs, infrastructure support, and IT interface requirements. It aims on solving the issues of IT programs and services.

What are the five stages of the Information Technology Infrastructure Library (ITIL)?

The five stages of the Information Technology Infrastructure Library (ITIL) are service strategy, service design, service transition, service operation, and continual service improvement.

What are the major processes of ITIL service strategy?

The major processes of ITIL service strategy are strategy management for IT services, service portfolio management, IT financial management, demand management, client management and tracking, and business relationship management.

What is the main purpose of ITIL?

The main purpose of ITIL is to provide businesses, institutions, and organizations with the proper tools to understand how processes within the information technology departments can be controlled and upgraded and to bring value to customers by developing these processes and managing costs, risks, and resources efficiently which includes using a resource management plan

How to prepare a service plan for customers?

When you prepare a service plan for customers, evaluate the needs of your current customers and delve through the customer service processes. Assess the capabilities of your customer service and design an effective customer service strategy. After that, carry out your customer service action plan.

It is really challenging to run a business without technology as it may affect your business operations when technical problems suddenly occur. That’s why developing a clear, strategic, and well-detailed IT service plan helps your business or organization to ensure that your business avoids downtime and security risks and keeps your hardware and software running continuously and operating at peak efficiency. To fully guide you in the development of your IT service management plans, service transition plans, and service improvement plans, Sample.net offers a unique collection of well-designed PDF document templates such as a sample service improvement plan, an IT service agreement, and a scope of work for security services