IT service management (ITSM) defined:
ITSM tools help infrastructure and operations (I&O) organisations manage the consumption of IT services, the infrastructure that supports the IT services and the IT organization’s responsibility in delivering these services.
Workflows for processes including incident, request, problem, change, service level, knowledge and configuration management.
These are most heavily used by IT service desks and IT service delivery functions to support the tasks and workflows for processes including incident, request, problem, change, service level, knowledge and configuration management.
ITSM tools are classified based on ITSM capabilities and integration with IT operations management (ITOM) solutions and include:
Basic ITSM tools that have some ITSM capabilities and limited integration with ITOM solutions.
Intermediate ITSM tools that have good ITSM capabilities and provide some basic ITOM functions or integrate with intermediate third-party ITOM solutions.
Advanced ITSM tools that have a full range of ITSM capabilities and provide broad ITOM functionality natively or integrate with advanced third-party ITOM solutions
Source : https://www.gartner.com/doc/reprints?id=1-1OFVNYG1&ct=190830&st=sb