IT service management

At their core is usually a workflow management system for handling incidents, service requests, problems and changes.

ITSM tools are frequently applied to other aspects of business, this practice is often called enterprise service management (ESM).

A service desk has a more broad and user-centered approach which is designed to provide the user with an informed single point of contact for all IT requirements.

In addition to actively monitoring and owning incidents and user questions, and providing the communications channel for other service management disciplines with the user community, a service desk also provides an interface for other activities such as customer change requests, third parties (e.g. maintenance contracts), and software licensing.

[10] Various frameworks for ITSM and overlapping disciplines include: There are international, chapter-based professional associations, such as the IT Service Management Forum (itSMF),[16] and HDI.

The main goal of these organizations is to foster the exchange of experiences and ideas between users of ITSM frameworks.