IT Service Management

IT Service Management (ITSM) is the implementation and management of IT services and processes that help align IT with broader organisational goals to deliver services for the end user.

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What is IT Service Management?

IT Service Management (ITSM) deals with how to define and deliver guidance and support for businesses through their IT infrastructure. The service concept views IT from an end-user perspective (i.e. IT service is what the customer or consumer receives). The IT service itself can be made up of hardware, software and communication facilities, but is generally perceived by the customer/consumer as a self-contained, coherent entity.

Although IT Service Management is based largely around ITIL, there is more to it than that; it also incorporates the international standard for IT Service Management, ISO20000.

To achieve business benefits from IT at an agreed and controlled cost, it is essential to adopt good IT service management (ITSM). This often means the difference between ROI on your IT investment and your projects going over budget or even failing.

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IT Service Management Resources

IT Governance EU has a comprehensive range of books and distance learning resources to help aid you in your journey through IT Service Management.

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Making IT Service Management Implementation Easier

The ITSM, ITIL® & ISO/IEC 20000 Implementation Toolkit contains pre-written documentation to aid you implement fit-for-purpose policies, procedures, templates and guidelines. This toolkit uses ITIL 2011 and ISO20000:2011 best practices to make ITSM implementation less time-consuming and costly. There is a trial version of this toolkit available for to download immediately:

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IT Service Management and Continuous Improvement

Continuous improvement is the cornerstone of an effective IT Service Management environment. It is fundamentally dependent on gathering and using meaningful measurements.

We recommend the following books to help you tackle these metrics:

IT Service Management and ISO20000

Companies of any size need effective ITSM. ITSM needs to be reliable, cost effective, consistent and efficient. This can be achieved with ISO20000, the international service management standard against which organisations can be certified. For more information about ISO20000 we recommend:

More resources on ISO20000 here:

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The Structure of ITIL

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