IT Service Management (ITSM) is a process-based approach for designing, delivering, managing and improving the way information technology is used within an organization. ITSM encompasses all aspects of an organization’s IT infrastructure, from design and implementation to support and delivery. An effective ITSM process should be able to handle both IT incidents and service requests in a prompt and efficient manner. This ITSM checklist provides a detailed overview of the steps that should be taken in order to ensure a smooth and successful incident and service request handling process.

• Define the incident or service request.
• Establish an incident management process and team.
• Assign the incident or service request to the appropriate team or individual.
• Define what constitutes an incident.