IT Service Management or ITSM can be defined as a systematic approach to planning, delivery and support/control of the IT systems involved in day to day business operations. ITSM ( IT Service Management ) is characterized by the intense focus on Customer and Process to achieve operational excellence in day to day operations of IT.

In today's business context, the growth of applications has seen a tremendous pace. These applications use either thin client, fat client using distributed servers and network appliances and other technologies that are very critical to the day to day operations of the business.

Proactive Monitoring, Management and Control of such systems has become a critical function for all IT organizations and the customers they support. The speed at which new technologies are being implemented tests the adaptability of the business to achieve new heights by leveraging technology. This creates a constant demand for Change from the business creting more issues for an already stretched IT department.

There are many definitions of ITSM, but I certainly always answer that question as "ITSM is a set of dependent processes that allow the IT organizations delivery quality and value to their end users/business".

ITSM processes interact with process domains like incident, change, problem and capacity management and management processes like infrastructure, security, network management and software development.

ITSM is adaptable in an organization allowing the senior staff to use thier acquired knowledge while providing the junior staff with comprehensive material on what how and why of reacting to IT issues and the process that align towards improving the overall quality and value in delivery of services to the business.