ITSM ITSM(Information Technology Service Management) Manage all your general business activities to design, plan, deliver, operate and control your services offered to customers in one place. Provide clear and concise options for your customers for you to clearly understand the problem, incident, issue, request for assistance. Create a catalogue to ensure that each service request is correctly prioritised and allocated to the relevant service agent. Track your customer experience of service as well as the delivery of your service quality. Share data and information to all stakeholders for the purposes of continuous iteration and continuous improvement.