IT service management (ITSM) refers to the entirety of activities – directed by policies, organized and structured in processes and supporting procedures – that are performed by an organization or part of an organization to plan, deliver, operate and control IT services offered to customers.[1] It is thus concerned with the implementation of quality IT services that meet the needs of customers, and is performed by the IT service provider through an appropriate mix of people, process and information technology.


ITSM involves following aspects:

Clause 4: Service Management System

Clause 5: Design and transition of new changed services

Clause 6: Service Delivery Process

Clause 7: Relationship Process

Clause 8: Resolution Process

Clause 9: Control Process


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