What is IT Service Management (ITSM)?

IT Service Management (ITSM) is a collection of practices, policies, and procedures used by organizations to effectively design, deliver, manage, and enhance their IT services for both internal and external customers. The main focus of ITSM is to align IT services with the specific needs of the business, ensuring that IT contributes value, maintains quality, and operates efficiently to meet those needs.

The primary objective of ITSM is to establish a well-organized framework that guides the management of IT services throughout their entire lifecycle, from their initial conception to eventual retirement. This involves implementing standardized processes, utilizing appropriate tools, and adopting industry best practices to facilitate the delivery, support, and continuous improvement of IT services. By embracing ITSM, organizations can streamline their IT operations, optimize resource allocation, elevate service quality, and foster effective communication and collaboration among IT teams and their stakeholders.

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