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ITSM (IT Service Management) focuses on customer needs and IT services for customers rather than on IT systems. ITSM stresses continual improvement.

The main idea behind ITSM is the delivery of IT as a service. This goes beyond traditional IT support. Instead, ITSM is more inclusive. It describes the processes and tools IT teams use to manage IT services, end to end, and covers all information technologies within an organization.

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