IT Service Management (ITSM) is a strategic approach to planning, delivering, managing and improving information technology within an organisation. Its aim is to ensure IT services support business objectives and needs, ultimately contributing to the organisation's success.

ITSM uses defined processes and practices covering incident, problem, change and configuration management, among other areas of IT infrastructure. These processes support consistency, predictability and high-quality service delivery.

Beyond technical considerations, ITSM focuses on interactions between IT and other parts of the organisation. It emphasises customer communication, managing expectations and responding quickly to needs and requests.

Key ITSM benefits include more reliable IT services, fewer outages, faster problem resolution, better change tracking and more efficient use of IT resources. ITSM also helps organisations comply with security standards and regulations.

ITSM is increasingly important as IT environments become more complex and customer expectations grow. Its principles and practices give organisations greater control over IT services and help them respond to changing market and business needs.