Management of information technology services that meet the needs of a business
Information technology service management (ITSM) are the activities performed by an organization to design, build, deliver, operate and control information technology (IT) services offered to customers.[1]
Differing from more technology-oriented IT management approaches like network management and IT systems management,[2] 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, and stressing continual improvement. The CIO WaterCooler's annual ITSM report states that business uses ITSM "mostly in support of customer experience (35%) and service quality (48%)."[3]
^"FitSM Part 0: Overview and vocabulary". Itemo. 24 August 2016. Archived from the original on 18 April 2019. Retrieved 27 November 2018.
^Brenner, Michael; Garschhammer, Markus; Hegering, Heinz-Gerd (15 August 2006). "When Infrastructure Management Just Won't Do - The Trend Towards Organizational IT Service Management". In Eva-Maria Kern; Heinz-Gerd Hegering; Bernd Brügge (eds.). Managing Development and Application of Digital Technologies: Research Insights in the Munich Center for Digital Technology & Management. Springer Science & Business Media. pp. 131–146. ISBN 978-3-540-34129-1.
^"The IT Service Management Survey 2017". Retrieved 28 November 2017.
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