Information Technology Service Management (ITSM) is an approach, utilizing documented best practices, that guides the management of people, processes and technology to provide high quality service. ITSM processes help your organization to create a proactive IT services environment that aligns IT services with business objectives. This helps to bring a "business" perspective as opposed to the traditional "technology" perspective.

IT Service Management utilizes best practices documented in the IT Infrastructure Library (ITIL), which was the outcome of a major UK Government funded project embracing public and private IT service providers.