ITSM

ITSM (IT Service Management) is the holistic discipline of managing IT services: it aligns technology delivery with business strategy to maximize value.

ITSM is a set of practices, policies, and procedures focused on managing the end-to-end delivery of IT services to the customer (the business). Its primary goal is to align IT operations with organizational needs, ensuring technology is delivered as a service, not just a function. The globally recognized framework for this is ITIL (Information Technology Infrastructure Library), which provides guidance on core practices like Incident Management (restoring a server crash), Change Enablement (managing a new software rollout), and Problem Management (identifying the root cause of recurring issues). Implementing ITSM typically involves dedicated platforms, such as ServiceNow or Jira Service Management, to automate workflows, enforce SLAs, and drive continuous service improvement.

https://www.itil.com/