What is ITSM (IT service management)?
ITSM, or IT service management, is the set of practices IT teams use to design, deliver, manage and improve the IT services an organization relies on, including handling incidents, service requests, changes and problems, usually guided by frameworks such as ITIL.
Core processes
| Process | Goal |
|---|---|
| Incident management | Restore service fast |
| Request fulfillment | Deliver standard requests |
| Problem management | Fix root causes |
| Change management | Reduce change risk |
| Asset management | Track IT assets |
| Knowledge management | Share answers |
AI in ITSM
AI agents triage and resolve requests, automate access and onboarding, and answer questions from knowledge across tools.
