Stands for "Information Technology Service Management."

ITSM is the high-level strategic management of an organization's Information Technology Services. It covers IT management at all of its stages — starting from the initial design all the way through implementation and delivery. ITSM is focused more on the processes and workflows used to deliver IT services to end users than the technology and tools.

The foundation of ITSM relies on frameworks that outline best practices for IT. One notable framework is the Information Technology Infrastructure Library (ITIL), which supplies an organization- and technology-neutral baseline for providing IT services. Since this framework outlines what to do and how to do it, but not what tools to use, it can apply to an in-house enterprise IT system or a cloud-based IT-as-a-Service (ITaaS) implementation.

ITSM tools are usually offered as software suites, allowing IT managers to tailor the tools used to the needs of their IT department. These tools provide a dashboard, or "service desk," which serves as the primary point of contact for an organization's users when they experience IT problems. The suites also supply other tools that an organization can customize based on their needs, like workflow management, cloud storage, asset tracking, knowledge databases, and license management.

Updated November 1, 2022 by Brian P.
Reviewed by Per C.

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