IT Service Management (ITSM) is a discipline for managing large-scale
information technology (IT) systems, philosophically centered on the
customer's perspective of IT's contribution to the business. ITSM stands in
deliberate contrast to technology-centered approaches to IT management and
business interaction. The following represents a characteristic statement
from the ITSM literature:
Providers of IT services can no longer afford to focus on technology and
their internal organization, they now have to consider the quality of the
services they provide and focus on the relationship with customers.[1]
No one author, organization, or vendor owns the term "IT Service Management"
and the origins of the phrase are unclear.
ITSM is process-focused and in this sense has ties and common interests with
the process improvement movement (e.g. TQM, Six Sigma, Business Process
Management, CMMI). The discipline is not concerned with the details of how
to use a particular vendor's product, or necessarily with the technical
details of the systems under management. Instead, it focuses on providing a
framework to structure IT-related activities and the interactions of IT
technical personnel with business customers and users.
ITSM is generally concerned with "back office" information technology for
enterprises (businesses and organizations), not technology that is a
company's primary product. For example, the process of writing computer
software for sale, or designing a microprocessor is not the focus of the
discipline, but the computer systems used by marketing and business
development staff in software and hardware companies would be. Many
non-technology companies, such as those in the financial, retail, and travel
industries, have significant information technology systems which are not
exposed to customers.
In this respect, ITSM can be seen as analogous to an enterprise resource
planning (ERP) discipline for IT - although its historical roots in IT
operations may limit its applicability across other major IT activities,
such as IT portfolio management and software engineering.
From: Wikipedia
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IT
SERVICE MANAGEMENT