IT Service Management
IT Service Management (ITSM) is a set of policies, processes, and procedures for designing, delivering, managing, and improving IT services to meet business needs.
In Depth
ITSM provides the structured framework that organizations use to manage their IT operations efficiently. Based on frameworks like ITIL, ITSM defines processes for every aspect of IT service delivery: how incidents are reported and resolved, how changes are approved and implemented, how problems are identified and eliminated, and how service levels are defined and measured. AI is transforming ITSM by automating routine processes (auto-resolving common incidents), enabling predictive operations (anticipating failures before they occur), improving knowledge management (automatically creating and updating knowledge articles), and enhancing decision-making (recommending optimal change windows based on historical data).
Modern ITSM platforms powered by AI can reduce incident volumes by 30-50% through proactive problem resolution and self-service automation.
Related Terms
Service Desk
A service desk is an IT service management function that serves as the primary point of contact between the IT organization and its users, handling incidents, service requests, and communications.
ITSM
ITSM is the acronym for IT Service Management — the discipline of implementing, managing, and delivering IT services through structured processes and best practices.
Incident Management
Incident management is the ITSM process of identifying, logging, categorizing, and resolving unplanned service disruptions to restore normal operations as quickly as possible.
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