What is Enterprise Service Management? 

IT Service Management (ITSM) refers to all the activities involved in designing, creating, delivering, supporting, and managing the lifecycle of IT services. There are a number of established frameworks that provide best practices for these activities, of which ITIL is the most popular. ServiceNow is the cloud-based service management tool that University Technology Services (UTS) has selected to manage our services, and it closely aligns with the ITIL framework.