IT Service Management

IT Service Management (ITSM) is a strategic discipline focused on how IT teams manage the end-to-end delivery of IT services to meet the needs of the business. It encompasses planning, designing, implementing, operating, and continually improving IT services that support enterprise goals. ITSM goes beyond technology; it emphasizes service quality, user experience, governance, and value delivery. Core ITSM processes include incident management (resolving disruptions), change management (safely introducing updates), problem management (identifying root causes), service request fulfillment (handling user requests), and IT asset and configuration management. Modern ITSM enables organizations to operate more efficiently by streamlining workflows, automating routine tasks, and providing transparency through dashboards and service-level metrics.