| IT service management (ITSM) is a general term that describes a strategic approach to designing, delivering, managing and improving the way businesses use information technology services. It includes IT change management, incident detection and response management, asset management and knowledge management. ITSM encompasses the deployment and support of enterprise applications, as well as the architecting and optimizing of IT infrastructure for storage, networking and cloud resources. In many organizations, ITSM also includes the creation and management of service-level agreements (SLAs) and workflow processes used by helpdesk support. Typically, each service has an associated service-level agreement which codifies the expectations of performance and availability and the ramifications if the service falls below these expectations. It is important that IT teams create, deploy, manage, optimize and potentially retire each service with input from the business. Key performance indicators (KPIs) for each service must be communicated to the business heads that use them, with opportunities for recommending changes and improvements. The benefits of ITSM include better business-IT alignment, predictable IT performance and costs, and continual improvement in terms of IT effectiveness and capabilities. When IT processes are orderly and well-managed, organizations can spend less time fixing things that don't work and devote more time to strategic planning. The terms ITSM and IT service delivery are sometimes are used interchangeably. Strictly speaking, however, ITSM emphasizes IT service operation and improvement, while IT service delivery focuses on the IT department's ability to meet customer expectations. IT service delivery is generally discussed in terms of providers and customers, who in many cases are the organization's employees. ITIL is a popular framework for managing IT services. Continue reading... | 
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