IT Service Management (ITSM) refers to the totality of measures and methods needed to achieve the best possible support for business processes by the IT organization. In this respect, ITSM describes the change in information technology towards customer and service orientation. It is important to ensure and monitor business services, i.e. the IT services that are visible to the customer. In this way, the efficiency, quality and cost-effectiveness of the respective IT organization can be continuously improved.
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