ITSM - IT Service Management is devoted to the work organization at IT departments. Its aim is to create sach working environment for IT, which will be transparent to the business and will highly respect its needs. The center of attention are IT services, which business requires from IT and expects their stable supply without fluctuations in the availability or capacity constraints. The field of ITSM will enable IT and business divisions to be on the same wavelength, to follow the same goal, which is quality and a satisfied customer.