IT Service Management (ITSM) is a set of specialized organizational capabilities for providing value to customers through the use of information technology (IT) services. It is an integrated approach to delivering and managing IT services that are tailored to meet the needs of the customer. ITSM includes the processes, tools, and techniques used to plan, design, deliver, operate, and control IT services.
The concept of ITSM originated in the early 1980s with the development of the Information Technology Infrastructure Library (ITIL). ITIL was developed as a framework for managing IT services, and it has since become the de facto standard for ITSM. ITIL has been adopted by organizations around the world and is the basis for many of the ITSM best practices used today.
ITSM is an approach to managing IT services that focuses on delivering value to customers. It is built around a set of core processes, such as incident management, problem management, change management, and configuration management. These processes are designed to ensure that IT services are delivered in a timely and cost-effective manner while meeting customer expectations.
ITSM also includes the tools and techniques used to plan, design, deliver, operate, and control IT services. These tools and techniques include service-level management, capacity management, availability management, service continuity management, and security management.
ITSM is a customer-centric approach to IT service delivery. It focuses on understanding the needs of the customer and delivering services that meet those needs. It is designed to ensure that IT services are delivered in a cost-effective manner, while meeting customer expectations and delivering value.