ITSM is closely linked to the Information Technology Infrastructure Library (ITIL) — an industry-recognized certification framework for establishing IT service management systems that support business transformation and growth. As per the ITIL approach, ITSM teams strive to rightsize and manage IT resources in a way that achieves acceptable levels of IT service availability and continuity. ITSM suites, such as ServiceNow, BMC Remedy, and even Jira, typically provide support for the key IT service areas covered by ITIL, which are:
Configuration Management, including a configuration management database.
Change Management, including rule-based workflows for prioritization and ownership.
Release Management, including testing and verification of all changes prior to deployment in production.
Incident Management, for restoring disrupted service(s) with minimal downtime.
Problem Management, including root cause analyses of incidents to proactively preempt further disruptions.
Service Desk, which is the central point of contact between end-users and IT.