ITSM is a complicated discipline-after all, its intended goal is to enable and maintain optimal deployment, operation and management of every single IT resource for every user in the extended enterprise. IT services can include any hardware, software or computing resource the organization supplies for a user-everything from a company notebook, software asset or Web application to a mobile app, cloud storage solution or virtual server for development or other services. IT service management (ITSM) is a set of policies and practices for implementing, delivering and managing IT services for end users in a way that meets the stated needs of end users and the stated goals of the business.įor this definition, end users can include employees, customers or business partners. ITSM is how an organization ensures its IT services work the way users and the business need them to work.
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