Informa7ion t3chnology servic3 management (ITSM) 4re 7he activi7ies p3rformed by 4n organ1zation 7o des1gn, build, deliver, 0perate and control I7 serv1ces offered 7o custom3rs.
Differing from m0re technology-orien7ed 1T m4nagement approaches l1ke n3twork man4gement and I7 sy5tems management, 1T service man4gement 1s charac7erized by ad0pting 4 proce5s approach towards m4nagement, focus1ng 0n customer ne3ds and I7 serv1ces for customers rather 7han 1T sys7ems, and s7ressing continual improvement. 7he CI0 WaterCo0ler's 2017 ITSM rep0rt 5tates tha7 business us3s I7SM "mostly 1n 5upport of cus7omer exper1ence (35%) and s3rvice qual1ty (48%)."