IT Service Management (ITSM) is a process-based approach to aligning the delivery of information technology (IT) services with the needs of the organization that uses them.
ITSM involves a paradigm shift from managing IT as stacks of individual hardware and software components to managing the delivery of support and customer-facing services that help an organization achieve its goals. An IT department in a large organization may create service level agreements so that services can be measured, justified and perhaps compared with those of third-party providers.
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