Important ITSM glossary of terms


Now that we have come to the end of the basic concepts of IT service management (ITSM), it is important to make a checklist of significant terms and sub-concepts of ITSM, which will come in handy while working in an IT environment.

What is ITSM?

Before we begin, let’s recap what IT services management stands for. By definition, ITSM is the management of IT services that aids organizations in designing, producing, and delivering their products to their customers, improving business value and growth.

Glossary of ITSM terms

  1. Incident management: These are a set of procedures that need to be followed when an incident or a problem occurs. Incident management ensures a normal business environment is restored at the earliest, minimizing any damage to the enterprise in any shape or form.
  2. Change management: Change management is one of the core features of ITSM. Change occurs when IT services and provisions are upgraded to meet better quality standards and customer demands. Change management looks after the process of change and ensures a smooth transition from an older system to a new one.
  3. Asset management: As the term hints, asset management refers to managing valuable information, data, wealth, or assets owned by the enterprise and managing them through the lifecycle. It also covers privacy and security.
  4. Information technology infrastructure library (ITIL): ITIL is an infrastructure that provides a set of best practices for IT services. It gives accurate guidance and information on which mix of services would fulfill their requirements and is the top quality grade.
  5. Self-service portal: This system allows business stakeholders such as customers, employees, vendors, or even owners to do certain tasks such as complete or receive payments for their IT service, request technical support, etc.
  6. Service catalog: A service catalog is a list or database of all IT services for various designs, strategies, etc., installed on request. Such a catalog consists of customer-facing services which are for the consumers. They also provide supporting services offered by IT vendors for the enterprise, which enable them to provide customer-facing services to the target market.


  • Barry Allen

    A Full Stack Developer with 10+ years of experience in different domain including SAP, Blockchain, AI and Web Development.

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