IT service management (ITSM) refers to the activities performed by an organization to design, build, deliver, operate, and control information technology (IT) services offered to customers. ITSM is different from more technology-oriented IT management approaches like network management and IT systems management, as it focuses on adopting a process approach towards management, stressing continual improvement, and focusing on customer needs and IT services for customers rather than IT systems. ITSM is a strategic approach to IT management, with a focus on delivering value to customers. ITSM frameworks have been influenced by other standards and adopted concepts from them, such as CMMI, ISO 9000, or ISO/IEC 27000. ITSM benefits organizations by improving efficiency and productivity, reducing costs and risks, and ultimately improving the customer experience. ITSM processes include incident management, problem management, service level management, and IT service desk. ITSM software solutions, processes, and guiding frameworks vary depending on customer needs and business objectives.