Glossary
IT service management (ITSM)
Also called ITSM.
Definition
IT service management is the set of practices and tools for delivering and supporting IT services, including incident, request, change and asset management.
Why it matters when you’re buying
The ITSM platform often becomes the workflow hub for other departments too, which makes it hard to replace. AI features for triage and self-service are now common, so test them against your own ticket history.
How it relates to other terms
AIOps feeds incidents into ITSM, and many ITSM platforms include low-code tools for building workflows.
Where to go next
- Enterprise Applications: news, companies and community questions
- How to evaluate Enterprise Applications vendors: criteria, questions to ask and red flags
Written by Techarda editors · Updated . Think a definition is wrong or missing something? Email engage@techarda.com. All terms.