Editing IT service management (section)

{{Short description|Management of information technology services that meet the needs of a business}}
{{Use British English|date=December 2014}}
{{Use dmy dates|date=December 2014}}
{{About||computer-managed services|Daemon (computing)}}

'''Information technology service management''' ('''ITSM''') are the activities performed by an [[organization]] to design, build, deliver, operate and control [[IT]] [[Service (economics)|services]] offered to [[customers]].<ref>{{cite web|url=https://fitsm.itemo.org/downloads/fitsm-core-standard/|title=FitSM Part 0: Overview and vocabulary|publisher=Itemo|date=2016-08-24|access-date=2018-11-27|archive-url=https://web.archive.org/web/20190418154425/https://fitsm.itemo.org/downloads/fitsm-core-standard/|archive-date=18 April 2019|url-status=dead}}</ref>

Differing from more [[technology]]-oriented [[IT management]] approaches like [[network management]] and  [[Systems management|IT systems management]],<ref name="KernHegering2006">{{cite book |first1=Michael |last1=Brenner |first2=Markus |last2=Garschhammer |first3=Heinz-Gerd |last3=Hegering|editor=Eva-Maria Kern |editor2=Heinz-Gerd Hegering |editor3=Bernd Brügge|title=Managing Development and Application of Digital Technologies: Research Insights in the Munich Center for Digital Technology & Management |chapter-url=https://books.google.com/books?id=6eJDAAAAQBAJ&pg=PA131|date=15 August 2006|publisher=Springer Science & Business Media|isbn=978-3-540-34129-1|pages=131–146|chapter=When Infrastructure Management Just Won't Do - The Trend Towards Organizational IT Service Management}}</ref> IT [[service management]] is characterized by adopting a [[Business process|process]] approach towards [[management]], focusing on customer needs and IT services for customers rather than IT systems, and stressing [[Continual improvement process|continual improvement]]. The CIO WaterCooler's 2017 ITSM report states that business uses ITSM "mostly in support of customer experience (35%) and service quality (48%)."<ref name="CIO WaterCooler">{{cite web|title=The IT Service Management Survey 2017|url=https://ciowatercooler.co.uk/the-it-service-management-survey-2017 |access-date=2017-11-28}}</ref>