IT service management

IT service management, often known as ITSM, refers to the actions carried out by an organisation in order to plan, construct, deliver, operate, and regulate information technology (IT) services that are provided to clients.

IT service management is distinguished from more technology-oriented approaches to IT management, such as network management and IT systems management, by the adoption of a process-oriented management strategy, the concentration on customer needs and IT services for customers rather than IT systems, and the emphasis on continuous improvement. According to the yearly ITSM report compiled by CIO WaterCoolers, the majority of the company's ITSM efforts are "primarily in support of customer experience (35%) and service quality (48%)."

IT service management (ITSM) is a field that has linkages and mutual interests with other approaches to IT and general management, including information security management and software engineering. As a consequence of this, IT service management frameworks, such as CMMI, ISO 9000, or ISO/IEC 27000, have been impacted by other standards and have absorbed principles from other standards.

The HDI and the IT Service Management Forum (itSMF) are two examples of worldwide professional organisations that are organised on a chapter basis. The primary objective of these organisations is to facilitate the sharing of knowledge and ideas among users of IT service management (ITSM) frameworks. ItSMF and HDI chapters (also known as LIGs or local interest groups for itSMF) are responsible for organising conferences and seminars to achieve this goal. Some of them even produce their own ITSM guidelines or contribute to the translation of ITSM framework documentation into the languages in which they are natively fluent. Certifications for service management include ITILv4, TOGAF, and COBIT, amongst others.