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. 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