IT Service Management
IT Service Management (ITSM) is a framework covering two major aspects: Service Support and Service Delivery. It is an integrated approach providing best practice guidelines to IT organizations on how to effectively delivery services to its business customers. ITSM is a set of process-based best practices comprised of processes, people, technology, organization, and integration. ITSM is generally employed to meet unique customer requirements and priorities.
Service Delivery is a set of integrated processes focused on ensuring IT can provide adequate support to the business customers. Service Support is a set of integrated processes to ensure that users have access to the services to support the business functions.
According to ITIL, there’s a clear distinction between “Customers” and “Users”. Customers are defined as senior management who commissioned and paid for the IT services. Users are defined as people who use the services on a day-to-day basis.