Information Technology Service Management (or ITSM) is all the company’s actions, processes for planning, designing, developing, delivering and supporting the lifecycle of IT services offered to customers. IT Service Management implementation helps to improve and automate core service processes, including incidents, problems, service levels and requests according to ITIL.
The main aspects of ITSM approach include the management of incidents, cases, problems, changes, releases, catalogs, events and tasks. Usually all processes are interrelated, which allows for optimizing team workflow and improve the quality of service delivery. ITSM helps IT organizations understand their customers’ needs better.