Axelos defines IT Service Management (ITSM) as the implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process and information technology. A widely adopted framework for ITSM is IT Infrastructure Library (ITIL).
ITIL refers to a set of best-practice publications for IT service management. Owned by the U.K. Cabinet Office, ITIL gives guidance on the provision of quality IT services and the processes, functions and other capabilities needed to support them. The ITIL framework is based on a service lifecycle and consists of five lifecycle stages (service strategy, service design, service transition, service operation and continual service improvement), each of which has its own supporting publication.