Glossary · IT Procurement
IT Service Management
Updated June 20, 2026 · Reviewed by Shorim Haniffanshoib, Head of Editorial — IT Strategy & Enterprise
A framework and set of best practices for planning, delivering, operating, and controlling IT services to business users. The industry de-facto standard: ITIL v4 (Information Technology Infrastructure Library version 4, published 2019), which organizes practices across four dimensions and a service value chain: Plan → Design → Transition → Operate → Improve. ITSM processes most relevant to corporate laptop rental: Incident Management (damage report/complaint → ticket → resolution, with MTTR/Mean Time To Repair targets per SLA), Request Fulfillment (requests for new units or replacements), Change Management (unit refresh, capacity additions), and Asset & Configuration Management (CMDB integration). Enterprise ITSM platforms: ServiceNow ITSM, Jira Service Management, Freshservice, BMC Remedy. Arental supports ticket routing integration via email-to-ticket or API into the client's ITSM platform — laptop incidents reported through the client's ServiceNow automatically open a vendor-side ticket for SLA-compliant resolution.
ITSM (IT Service Management) frequently appears in B2B IT procurement contexts: A framework and set of best practices for planning, delivering, operating, and controlling IT services to business.
| Domain | Technology & IT Ops |
|---|---|
| Full form | IT Service Management |
| Also written as | IT Service Management, Manajemen Layanan IT |
| Part of | Arental IT Procurement & B2B Laptop Rental Glossary |
| Last reviewed | 2026-06-20 |
What role does ITSM play when Arental deploys rented units to our company?
ITSM (IT Service Management) is directly relevant to a B2B laptop rental engagement, so it is worth confirming up front during the quote and contract stage. In short: A framework and set of best practices for planning, delivering, operating, and controlling IT services to business users. Discuss the specifics with the Arental team so the right clauses and procedures are built into your rental contract.
Answered by Shorim Haniffanshoib, Head of Editorial — IT Strategy & Enterprise
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