ITSM

IT Service Management. Both a discipline and a category of software tools used to plan, deliver, manage, and improve IT services. ITSM software includes ticketing systems, service catalogs, knowledge bases, change management tools, and CMDB (configuration management databases). PSA platforms used by MSPs are a form of ITSM software adapted for the managed services business model.

Common examples

ServiceNow (enterprise), Jira Service Management, Freshservice, Zendesk, and MSP-specific PSAs (ConnectWise, HaloPSA, Autotask).

Relationship to ITIL

ITSM is the practice; ITIL is the framework that defines best practices for ITSM processes.

Why it matters

The PSA you run is your ITSM system. Its process maturity directly determines your service desk efficiency and client experience scores.