IT Service Management (ITSM) is a discipline for managing information technology (IT) systems, philosophically centered on the customer's perspective of IT's contribution to the business. ITSM stands in deliberate contrast to technology-centered approaches to IT management and business interaction. The primary objective of Service Management is to ensure that the IT services are aligned to the business needs and actively support them. IT Service Management in the broader sense overlaps with the discipline of IT portfolio management, especially in the area of IT planning and financial control.
ITIL is the most widely accepted approach to IT service management in the world. Providing a cohesive set of best practice guidance drawn from the public and private sectors across the world, it has recently undergone a major and important refresh project.