ITSM

ITSM shifts the focus from technology management to service management — treating IT as a service provider to the business. Rather than managing servers and applications in isolation, ITSM considers the end-to-end service experience. ITSM frameworks like ITIL, ISO 20000, and COBIT provide structured approaches to implementing service management. Key concepts include service catalogues, SLAs, incident management, change management, and continual improvement. Modern ITSM is evolving to encompass Enterprise Service Management (ESM) — applying ITSM principles to non-IT functions like HR, facilities, and legal.