What is ITSM (IT Service Management)?
IT service management is a set of processes and functions that help to align IT with organisational goals and deliver value. Sometimes referred to now simply as service management, ITSM focuses on delivering services that have a focus on the end user and that have an adequate amount of utility (fitness for purpose) and warranty (fitness for use).
IT service management is about more than ITIL. While ITIL does provide a basis for IT service management, the development of an international standard for IT Service Management, ISO/IEC 20000, has been crucial to the long term take up of IT service management around the world.
