IT service management (ITSM or IT services) is a discipline for managing information technology systems, philosophically centered on the customer’s perspective of IT’s contribution to the business. It focuses upon providing a framework to structure IT-related activities and the interactions of IT technical personnel with business customers and users.

ITSM is generally concerned with the “back office” or operational concerns of information technology management (sometimes known as operations architecture).

Kifinti helps organizations implement solutions that help manage, govern, support service management processes and operations. Our solutions provide clients with end-to-end management of all processes and activities within an ITILv3 framework but also for other non-IT service delivery organizations like Customer Service, HR, Facilities, and Case Management.

Our approach goes beyond the tracking activities associated with the request, Incident, Change etc. but also involves the business as part of the service delivery model to include such activities as approvals, confirmation of resolution and customer satisfaction feedback into the delivery process.