ITSM refers to the entirety of activities directed by policies, organised and structured in processes and supporting procedures that are performed by an organisation to design, plan, deliver, operate and control information technology (IT) services offered to customers. It is thus concerned with the implementation of IT services that meet customers’ needs and it is performed by the IT service provider through an appropriate mix of people, process and information technology.

Differing from more technology-oriented IT management approaches like network management and IT systems management, IT service management is characterised by adopting a process approach towards management, focusing on customer needs and IT services for customers rather than IT systems and stressing continual improvement.

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