Скачать или смотреть What is ITSM? (Information Technology Service Management)

ITSM (Information Technology Service Management) is the process of designing, delivering, managing, and improving the way IT services are provided to end users within an organization.

In simple terms:
ITSM is how IT teams organize and run their services—like fixing laptops, resetting passwords, managing servers, or deploying new software—to support the business effectively and efficiently.

Key elements:
Incident Management – fixing issues (e.g., Wi-Fi not working)

Service Request Management – handling user requests (e.g., software installation)

Change Management – making updates without breaking things

Problem Management – identifying and preventing recurring issues

Configuration Management – tracking all IT assets and their relationships

Popular ITSM tools:
ServiceNow

BMC Remedy

Jira Service Management

Freshservice