Demo Contact

IT Service Management (or ITSM) refers to all the processes and activities IT teams put in place to optimize the delivery of information technology (IT) services to customers. This includes the design, implementation, maintenance, and continual improvement of IT services throughout their lifecycles.

ITSM is focused on driving maximum business value from information technologies and seeks to align IT processes and services with the overall needs of the business.

ITSM vs ITIL. What’s the difference?

There is often some confusion about the difference between ITSM and ITIL. These two terms are sometimes used interchangeably, when in fact they are not the same.

While IT Service Management (ITSM) refers to all the processes an organization puts in place to manage and deliver IT services to its customers, ITIL (or The IT Infrastructure Library) is the framework or set of best practices that guides the delivery of IT services.

ITIL is the most widely adopted standard in ITSM, but there are also other frameworks that align with IT Service Management. These include:

  • Six Sigma
  • FitSM
  • ISO/IEC 20000
  • eTOM
  • MOF (Microsoft Operations Framework)
  • Knowledge Centered Service (KCS)
  • VeriSM

Alemba adheres to best practices as outlined in the ITIL 4 framework, and Alemba Service Manager is a PinkVERIFY™ Certified ITSM toolset.

The Benefits of ITSM

There are many benefits of implementing ITSM processes in your organization, including:

  • Better alignment between IT and the business
  • Reduced IT cost
  • Improved governance and reduced risk
  • Higher ROI for IT investments
  • Improved service desk efficiency
  • Enhanced customer satisfaction

Does my organization need IT Service Management software?

Unsure whether your business could benefit from an ITSM tool? Contact Alemba for an obligation-free assessment of your ITSM requirements.

We’d love to help you grow your business!

Want to see what Alemba Service Manager can do?

Request a Demo



Established in 1883, The Kroger Co. is one of the largest general retailers in the United States.

Liverpool City Council


Liverpool City Council is the governing body for the city of Liverpool in Merseyside, England. It consists of 90 councillors, three for each of the city's 30 wards.

What is an ITSM Tool?

03 Jul 2023

IT Service Management (ITSM) tools are vital in today's rapidly evolving technological landscape. Businesses rely heavily on their IT infrastructure to drive operations, deliver services, and maintain a competitive edge. A well-configured ITSM tool plays a critical role in ensuring the effective and efficient delivery of IT services to meet business needs and align with organisational goals.

ASM certified for 18 ITSM Practices

23 Jun 2023

Alemba is pleased to announce that our ITSM tool Alemba Service Manager has been certified for an additional three PinkVERIFY ITSM processes: