IT Service Management, in short ITSM is a discipline created for the purpose of systematizing IT system management. The philosophy of this discipline focuses on the Client perspective and on common relations between IT and Business. It is not a standard or specific method, but rather a set of best IT management practices, in such way as to support business activity of the organization. Speaking of ITSM it should be kept in mind that this discipline draws on such developments as ITIL (Information Technology Infrastructure Library) and others, provided also in the form of ready methodologies, e.g. TQM (Total Quality Management) or SixSigma. Thanks to equipment of ITSM with methodologies and best practices constant perfection of provided services is possible, and thereby also enhancement of effectiveness and quality of organizational behaviors.

IT service management is process oriented and strives for continued perfection. The discipline does not focus on details how to utilize products of individual vendors or technical details concerning specific systems. Instead, it concentrates on delivery of mechanisms of proceeding for the purpose of structuring activities connected with IT operation and interactions between technical specialists, and users and business customers.

In general, IT service management focuses on operating aspects of IT management, and not on development of technology itself. Such approach enables better control of enterprise IT expenses and their compliance with assumed business objectives of the entire organization. ITSM carries the following message for IT: „Do not ask what Business can do for you; ask what you can do for Business.”

Guided by such maxim, software manufacturers offer in the scope of ITSM a number of tools supporting IT functioning, and therefore optimization of business activities of an organization.