Service management - Process
ITSM
(IT Service Management)
The discipline of designing, delivering, supporting and improving the IT services people rely on
What's it for?
Organises how technology services are delivered, supported and improved so users get consistent help.
For example…
Staff raise tickets, get agreed response times, and see service status—all under one ITSM approach rather than ad-hoc emails.
ITSM covers the process from an employee raising a laptop request through fulfilment, support, changes and eventual retirement of the service
Think of it like…
Running a hotel: rooms (services) need check-in, housekeeping, maintenance and a front desk—not just a building