|Beschrijving||Het faciliteren van de service management processen service desk, incident management, problem management en change management.|
IT service management (ITSM or IT services) is a discipline for managing information technology (IT) systems, philosophically centered on the customer's perspective of IT's contribution to the business. ITSM stands in deliberate contrast to technology-centered approaches to IT management and business interaction. The following represents a characteristic statement from the ITSM literature:
Providers of IT services can no longer afford to focus on technology and their internal organization, they now have to consider the quality of the services they provide and focus on the relationship with customers.
No one author, organization, or vendor owns the term "IT service management" and the origins of the phrase are unclear.