IT service management (ITSM) is a set of policies, processes, and procedures for managing the implementation, improvement, and support of customer-oriented IT services. Its focus is less on hardware, network, or systems than on the aim of consistently improving IT customer service-in alignment with business goals. ITSM is achieved through a well-thoughtout mix of people, processes, and technology. Think of this eGuide as an introduction to ITSM-what it is and what it can do for your organization. Read More ▶ |