IT service management

IT service management (ITSM) refers to the entirety of activities – directed by policies, organized and structured in processes and supporting procedures – that are performed by an organization or part of an organization to plan, deliver, operate and control IT services offered to customers. It is thus concerned with the implementation of quality IT services that meet the needs of customers, and is performed by the IT service provider through an appropriate mix of people, process and information technology.

Differing from more technology-oriented IT management approaches like network management and IT systems management, IT service management is characterized by

  • adopting a process approach towards management
  • focusing on customer needs and IT services for customers rather than IT systems
  • stressing continual improvement
  • Context

    As a discipline, ITSM has ties and common interests with other IT and general management approaches, e.g., quality management, information security management and software engineering. Consequently, IT service management frameworks have been influenced by other standards and adopted concepts from them, e.g. CMMI, ISO 9000 or ISO/IEC 27000.

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    SysAid Announces General Availability of Agentic AI Platform with AI Agents for ITSM -- Easy to Use, Secure, and with Enterprise-Grade Capabilities

    PR Newswire 25 Mar 2025
    Designed to anticipate needs, make intelligent decisions, and take action within IT environments, these AI Agents mark the beginning of a new era of Agentic AI for ITSM ... "AI in ITSM has long been about ...
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    “Knowledge management is the often-overlooked hero of an effective ITSM strategy.” – Sascha Giese, SolarWinds

    Tahawultech 18 Mar 2025
    SolarWinds State of ITSM Report reveals an average organisation handles around 750 incidents monthly, with resolution times hovering at approximately 21 hours per ticket ... Knowledge management is the often-overlooked hero of an effective ITSM strategy.
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