---
Title: "What Is ITSM? IT Service Management Explained"
Url: "https://computer.io/glossary/itsm"
Topic: "ITSM"
Description: "ITSM (IT service management) is how IT teams design, deliver and support IT services for an organization. Processes, frameworks, tools and AI in ITSM."
---

# 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.

## FAQ

### What is the difference between ITSM and ITIL?

ITSM is the discipline; ITIL is a popular framework for doing it.

### What are ITSM tools?

Platforms for service desk, incidents, changes, assets and knowledge.

### Is ITSM only for IT?

The practices are increasingly used by HR, facilities and other teams too.

## Related terms

- [ITIL](https://computer.io/glossary/itil)
- [Service desk](https://computer.io/glossary/service-desk)
- [Incident management](https://computer.io/glossary/incident-management)
- [How do you automate an IT help desk with AI?](https://computer.io/answers/how-to-automate-it-help-desk-with-ai)

## How Computer helps

- [Service desk automation](https://devrev.ai/solutions/service-desk-automation)

## Further reading

- [Automated ticketing systems](https://devrev.ai/blog/automated-ticketing-systems)
- [It service desk](https://devrev.ai/blog/it-service-desk)