ITSM (IT Service Management)
ITSM is the discipline and software category for running IT operations as a service to the business, incidents, changes, problems, assets.
ITSM (IT Service Management) is the discipline of running IT operations as a service to the business, and the software category that supports it. Standard ITSM processes include incident management, change management, problem management, configuration management, and asset management, typically aligned to the ITIL framework.
In context
The ITSM category leaders in 2026: ServiceNow (the dominant platform, especially in large enterprises), Atlassian (Jira Service Management for the developer-adjacent world), Freshservice (mid-market), BMC Helix (enterprise replacement for ServiceNow), Atomicwork and Moveworks (AI-native challengers).
AI is reshaping the ITSM category. ServiceNow's Virtual Agent and Now Assist add agentic capabilities to the incumbent platform. AI-native challengers position as 'ServiceNow alternatives' built around AI from the start. Stack-spanning AI layers (Auralis) run across whatever ITSM the customer already uses.
The structural challenge in ITSM AI: the 'Done Gap', sparse resolution documentation in ITSM tickets, which cripples AI learning. The published 45-60% ServiceNow VA deflection target requires strong resolution-data discipline; without it, deflection rates stay low.
How Auralis uses ITSM (IT Service Management)
Auralis runs ITSM-shaped deployments at MSPs and internal IT operations: Autopilot for tier-1 incident auto-resolve, Assist for tier-2 troubleshooting acceleration, Audit for SLA evidence, Knowledge Center spanning the client base.