IT Service Management - A Roadmap for Success Information Technology Service Management (ITSM) is a set of specialized organizational capabilities for providing value to customers in the form of services. Implementing ITSM takes dedication and tenacity. Without the long-range vision, achieving success may seem beyond reach. However, those organizations that deployed ITSM with a clear business justification, stayed the course, and continuously measured results, can confirm the benefits. This report outlines techniques for building a custom roadmap which is the key to deploying ITSM. Click here to view this document. Adobe Reader is required to view this document.