ITServicemanagement

ITServiceManagement (ITSM) is a discipline for designing, delivering, and managing information technology services to meet business needs. It treats IT as a service, aiming to provide reliable, cost-effective support that delivers measurable value.

It follows a lifecycle model commonly described as service strategy, design, transition, operation, and continual improvement. Core ITServiceManagement processes include incident management, change management, service level management, configuration management, and release management, along with knowledge and asset management.

ITServiceManagement is implemented through frameworks and standards. ITIL is the predominant framework, while ISO/IEC 20000 specifies a standard for management systems, and COBIT addresses governance. Modern practice also incorporates DevOps, Agile, and lean methods to align operations with business goals.

Its objectives are to align IT services with business needs, improve service quality, increase efficiency, reduce risk, ensure compliance, and optimize total cost of ownership.

Organizationally, ITSM relies on roles such as service desk staff, process owners, and a service manager. Common tools include ITSM platforms, ticketing systems, and a configuration management database (CMDB).

Key metrics include service level attainment, incident response and resolution times, change success rate, and system availability. Success requires data quality, governance, and a culture of continual improvement.

ITSM originated in the 1980s to address growing dependence on IT services. ITIL, developed by the UK's CCTA, evolved through ITIL v3 to ITIL 4, shaping contemporary IT service management practice.