Quick Answer: Information technology service management are the activities performed by an organization to design, build, deliver, operate and control IT services offered to customers. Differing from more technology-oriented IT management approaches like network management and IT systems management, IT service management is characterized by adopting a process approach towards management, focusing on customer needs and IT services for customers rather than IT systems, and stressing continual improvement. The CIO WaterCooler's 2017 ITSM report states that business uses ITSM "mostly in support of customer experience and service quality."