The goal of ITSM is to implement and manage quality IT services that meet the needs of the business.
ITSM is concerned with activities such as
Design
Planning
Delivering
Operating
Controlling
ITSM is carried out by IT service providers.
Service desk
A primary function within ITSM is the service desk (see ITIL). The service desk provides a single point of contact (SPOC) for service users and service providers (the latter typically working in IT).