IT Service Management (ITSM) is a discipline for managing information technology (IT) systems, with an emphasis on the customer's perspective of IT's contribution to the business. ITSM is process improvement-oriented—focused on providing a framework to structure IT-related activities and the interactions of technical IT personnel with business customers and users.

IT Systems Management enables IT organizations to significantly improve IT efficiency and reduce costs by managing IT components in the context of the entire infrastructure and operations environment, with a clear and focused view of the impact on the business services they enable. Because business services, applications, jobs, and transactions are scattered across multiple IT infrastructure components, such as systems, networks, storage, and databases, it means IT needs to take a different approach than it has in the past. Infrastructure needs to be managed from the business service perspective, and IT decisions must be made with the priorities of the business in mind. To do so requires an integrated, holistic solution for business service-based IT infrastructure management.

IT staff efficiency, productivity, and cost-effectiveness are improved by using common, integrated management tools, supported by ITSM disciplines.  IT Systems and Service Management are fundamental enablers of BSM, because infrastructure and processes based on business services are a prerequisite for aligning IT operations with business priorities. With CTI's Service Management solutions, IT organizations can:

• Control all aspects of infrastructure with a common toolset across mainframe and distributed environments.
• Centralize, correlate, and prioritize IT events based on their impact on the business.
• Monitor, manage, and report performance from the end-user perspective.
• Deliver enterprisewide batch management that allows customers to prioritize batch and online workflows according to business relevance.
• Manage database assets in a centralized, automated, and standardized fashion, which eliminates redundancies and inefficiencies and reduces the need for specialized database management skills.