ITservicehåndteringsrammeverk

IT service management (ITSM) is a discipline for planning, delivering, operating, and continually improving information technology services to meet the needs of an organization and its users. In Scandinavian contexts, the term IT-servicehåndtering is commonly used to describe the same practice.

ITSM encompasses a set of practices designed to align IT services with business requirements. Core processes include incident management (restoring normal service as quickly as possible), problem management (identifying and addressing root causes), change management (assessing and authorizing changes), service request fulfillment, and configuration management (maintaining a reliable asset data model). Service desk acts as the single point of contact for users and is often the operational front end.

Service delivery is supported by release and deployment management, and service level management, which defines and tracks targets via service level agreements. ITSM also relies on a configuration management database (CMDB) and a defined service catalog to give stakeholders visibility into available services.

Frameworks and standards guide ITSM practices; ITIL is the industry widely adopted set of best practices, while ISO/IEC 20000 provides certification criteria. Other approaches, such as COBIT, DevOps, and agile methods, influence how teams implement ITSM in modern environments.

The primary goal of ITSM is to improve service quality and efficiency, enhance user satisfaction, and enable cost control. Common challenges include cultural change, data quality in the CMDB, tool integration, and maintaining alignment with evolving business needs.