IT Service Management

Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services. Service management is concerned with more than just delivering services. Each service, process or infrastructure component has a lifecycle, and service management considers the entire lifecycle from strategy through design and transition to operation and continual improvement........ IT service management refers to the implementation and management of quality IT services. IT service management is performed by IT service providers through people, process and information technology. ITSM is process-focused and has ties and common interests with process improvement frameworks and methodologies. It focuses upon providing a framework to structure IT-related activities and the interactions of IT technical personnel with business customers and users. IT Service Management is generally concerned with the "back office" or operational concerns of information technology management, and not with technology development. In this respect, ITSM may be seen as analogous to an Enterprise Resource Planning (ERP) discipline for IT.