IT departments play a crucial role in keeping business infrastructure up and running, managing diverse hardware and software needs, and supporting employees. Information Technology Service Management (ITSM) is an approach to delivering IT services that views IT provisioning as a customer-first service. The most popular ITSM framework is ITIL 4, which identifies 34 practices, including service request management, knowledge management, IT asset management, incident management, problem management, and change management. ITSM tools are systems and apps that enable IT teams to undertake these practices, often built around a service desk or ticketing system. These tools can include self-service options, automation, and virtual agents to minimize repetitive requests and improve efficiency. When choosing an ITSM tool, consider factors such as customer familiarity, cost, ease of use, and integration with existing tools.