IT should support the organization and its business processes in an optimal and customer-oriented manner through methods and measures. However, this support is often inefficient, outdated, inadequate or non-existent.
IT Service Management (ITSM) ensures that IT provides optimum customer-oriented services. ITSM thus aims to continuously improve the efficiency, quality and cost-effectiveness of the organization's IT, if necessary by using appropriate tools (e.g. CMDB).