Information technology service management (ITSM) are the activities performed by an organization to design, build, deliver, operate and control IT services
detrimental impact of changes. Change management within ITSM (as opposed to software engineering or project management) is often associated with ITIL, but
Incident management (IM) is an IT service management (ITSM) process area. The first goal of the incident management process is to restore a normal service