Definition: IT Service Management (ITSM) is a strategic approach to design, deliver, manage, and improve the way information technology (IT) services are utilized within an organization. It focuses on aligning IT services with the needs of the business, ensuring efficiency, and delivering value to customers. ITSM encompasses a set of policies, processes, and tools that facilitate the planning, delivery, and support of IT services.
ITSM follows a service lifecycle model, comprising stages from service strategy and design to transition, operation, and continual service improvement. Each stage plays a crucial role in ensuring that IT services meet business objectives and adapt to evolving needs.
Incident management is a core component of ITSM, addressing the identification, logging, prioritization, and resolution of incidents to minimize disruption to IT services. This process aims to restore normal operations as quickly as possible.
Change management in ITSM involves controlling the introduction of changes to IT systems. It ensures that changes are implemented smoothly, with minimal impact on services, and that risks are carefully managed.
ITSM relies on various tools and technologies to streamline processes and enhance service delivery. Service desk software, IT asset management tools, and configuration management databases (CMDB) are common components. These tools help organizations automate workflows, track assets, and maintain a centralized repository of configuration data.
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