ITSM (IT Service Management) refers to the full set of practices aimed at designing, delivering, operating, and improving the IT services provided to an organization's users. ITSM shifts the focus from the "hardware" to the "service": what matters is the value delivered to the user, not just the underlying technology.
The best-known framework in this field is ITIL, which structures the work into processes: incident management (restoring an interrupted service), request management (handling routine requests), problem management (eliminating root causes), change management, and asset management (CMDB). To this are added a knowledge base and the tracking of service commitments.
An ITSM tool brings these practices to life: support portal and ticketing, service catalog, asset and software management, contracts, and metric-based steering. Service level agreements (SLA) play a central role, as do performance metrics such as MTTR.
eyeot includes an IT service management module covering ticketing, the knowledge base, SLAs, asset and license management, as well as contracts. See the IT Service module.