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---
title: "IT Service Management (ITSM)"
type: concept
tags: [cloud, devops, operations, it-management]
date: 2025-03-01
---
## Definition
IT服务管理（ITSM）是一套用于设计、交付、管理和改进IT服务的方法论和实践。传统ITSM以工单处理为中心，而现代ITSM已演进为**企业运营卓越、风险缓解和创新加速的战略推动者**。
## Core Framework
### Eight Core Processes (Modern ITSM)
| 流程 | 核心功能 | 关键技术 |
|------|---------|---------|
| [[Problem-Management]] | 根因分析、预防重复故障 | AI异常检测、预测分析 |
| [[Incident-Management]] | 快速恢复、减少业务中断 | AIOps、自愈系统 |
| [[Change-Management]] | 受控变更、风险评估 | AI影响评估、IaC合规 |
| [[Release-Management]] | 渐进交付、零干扰发布 | Blue-Green、Canary |
| [[Configuration-Management]] | 依赖映射、漂移检测 | AI-CMDB、多云编排 |
| [[Asset-Management]] | 生命周期跟踪、成本优化 | SAM、云成本管理 |
| [[Security-and-Compliance]] | 风险评分、威胁情报 | ZTA、Policy-as-Code |
| [[Disaster-Recovery]] | 业务连续性、容灾 | DRaaS、RTO/RPO优化 |
## Evolution
```
Traditional ITSM Modern ITSM ITSM 2.0
───────────────── → ───────────── → ──────────────
- Ticketing-centric - Service-centric - AI-driven
- Reactive - Proactive - Predictive
- Manual - Automated - Autonomous
- Siloed - Integrated - Self-healing
```
## Key Technologies
- **[[AIOps]]**：机器学习驱动的运维智能
- **[[CMDB]]**：AI增强的配置管理数据库
- **[[Hyperautomation]]**：端到端流程自动化
- **[[Self-Healing-Systems]]**：自动化故障检测与修复
## Related Concepts
- [[ITSM-2.0]] — 下一代ITSM，自学习、预测性、自主化
- [[DevOps]] — ITSM与DevOps的文化融合
- [[SRE]] — 站点可靠性工程与服务级别管理
- [[ITIL]] — IT基础设施库，ITSM的方法论框架
## Sources
- [[understanding-complete-itsm]] — 现代ITSM八大趋势与AI驱动转型
---
title: "IT Service Management (ITSM)"
type: concept
tags: [cloud, devops, operations, it-management]
date: 2025-03-01
---
## Definition
IT服务管理（ITSM）是一套用于设计、交付、管理和改进IT服务的方法论和实践。传统ITSM以工单处理为中心，而现代ITSM已演进为**企业运营卓越、风险缓解和创新加速的战略推动者**。
## Core Framework
### Eight Core Processes (Modern ITSM)
| 流程 | 核心功能 | 关键技术 |
|------|---------|---------|
| [[Problem-Management]] | 根因分析、预防重复故障 | AI异常检测、预测分析 |
| [[Incident-Management]] | 快速恢复、减少业务中断 | AIOps、自愈系统 |
| [[Change-Management]] | 受控变更、风险评估 | AI影响评估、IaC合规 |
| [[Release-Management]] | 渐进交付、零干扰发布 | Blue-Green、Canary |
| [[Configuration-Management]] | 依赖映射、漂移检测 | AI-CMDB、多云编排 |
| [[Asset-Management]] | 生命周期跟踪、成本优化 | SAM、云成本管理 |
| [[Security-and-Compliance]] | 风险评分、威胁情报 | ZTA、Policy-as-Code |
| [[Disaster-Recovery]] | 业务连续性、容灾 | DRaaS、RTO/RPO优化 |
## Evolution
```
Traditional ITSM Modern ITSM ITSM 2.0
───────────────── → ───────────── → ──────────────
- Ticketing-centric - Service-centric - AI-driven
- Reactive - Proactive - Predictive
- Manual - Automated - Autonomous
- Siloed - Integrated - Self-healing
```
## Key Technologies
- **[[AIOps]]**：机器学习驱动的运维智能
- **[[CMDB]]**：AI增强的配置管理数据库
- **[[Hyperautomation]]**：端到端流程自动化
- **[[Self-Healing-Systems]]**：自动化故障检测与修复
## Related Concepts
- [[ITSM-2.0]] — 下一代ITSM，自学习、预测性、自主化
- [[DevOps]] — ITSM与DevOps的文化融合
- [[SRE]] — 站点可靠性工程与服务级别管理
- [[ITIL]] — IT基础设施库，ITSM的方法论框架
## Sources
- [[understanding-complete-itsm]] — 现代ITSM八大趋势与AI驱动转型