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wiki/concepts/ITSM.md
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---
title: "ITSM"
type: concept
tags: [IT, Service Management, DevOps]
sources: [modern-itsm-driving-efficiency-security-resilience]
last_updated: 2026-04-16
---
## Summary
ITSM（IT 服务管理）是管理 IT 服务交付和支持的框架，从传统工单系统演变为战略推动者。
## Definition
IT Service Management（IT 服务管理）是确保 IT 服务以满足业务需求的方式交付和支持的实践和方法论。现代 ITSM 融合 AIOps、Hyperautomation 和零信任架构，演变为 ITSM 2.0。
## Key Attributes
- **核心领域**：Problem Management、Incident Management、Change Management、Release Management、Configuration Management、Asset Management、Security & Compliance、DR/BC
- **技术演进**：AIOps、Hyperautomation、自愈 IT 生态
- **业务价值**：运营卓越、风险缓解、创新加速
## Connections
- [[DevOps]] → 集成 → [[ITSM]]
- [[AIOps]] → 驱动 → [[ITSM]]
- [[Zero Trust Architecture]] → 保护 → [[ITSM]]