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IT Service Management (ITSM) is a customer-centric approach that aims to maximize IT value by aligning IT activities with business objectives. It’s guided by the principle that IT is accountable for delivering a service to the business.

Over the years the industry has come up with a number of common and best practices for achieving ITSM orientation and improving the efficiency of IT operations in a client-centric capacity. Subsequently, the term ITSM has become synonymous with activities that optimize IT service delivery in both a strategic and operational capacity.

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