ITSM is a way of managing large scale IT infrastructure from the customer’s perspective on how IT affects them and their business. The ITSM is in direct opposite viewpoints from tech centered approaches to Information Technology management and interaction, rather it focuses on the interaction and relationship to the customer, providing the customer a quality experience. Basically it is more concerned with focusing on giving a good framework to built IT activities and services on, along with personal interaction efficiently – whereas the other method would be the micro-management of all the small details and of all the specifics of the entire system – without valuing the personal interaction of IT personnel with the systems and the infrastructure in place. Primarily ITSM is concentrated on the technology that is not primarily focused at being sold or produced for the consumer, but rather for the businesses own technological needs.

Currently there is an international organization that is chapter based for the ITSM called the ITSMF or Information Technology Service Management Forum, which is in relation with the ITIL and ITSM standard set by the ISO.

The ITSM ideals and standards are closely similar to the ERP (Enterprise Resource Planning) ideals and discipline for information technology planning. In essence this form of thinking and planning leaves it more to the overall structure and function of the IT available and takes a more efficient approach to having the user be productive, rather than a rigid model that would otherwise micro manage ever single system and operation at a higher cost. Being more effective and user friendly is always a plus over being set in a system that is harder to update and upgrade on a larger scale. ITSM mode of thinking has been widely adopted among many corporate and business IT departments thus far, the future holds whether this model will become the dominant among many others.