IT Service Management, often referred to as ITSM, is simply how IT teams manage the delivery of end-to-end IT services to customers. This includes all processes and activities for designing, building, delivering and supporting IT services.
The core concept of ITSM is the belief that IT should be delivered as a service. A typical ITSM scenario might involve ordering new hardware such as a laptop. You would submit your request through a portal, fill out a ticket with all relevant information and start a repeatable workflow. The ticket then lands in the IT team’s queue, where incoming requests are prioritized and processed.
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