Abstract: The transparency and accountability of Information Technology (IT) organization can be increased by utilizing the features of IT Service Management (ITSM) tool. ITSM tool makes it possible for enterprise to digitize the workflow and ensure quality service to achieve the best possible business results. The issues present in the company that affect the day-to-day work life of employees has to be kept track of and assigned to the one in-charge. This can be achieved using ITSM tool which automates the process of assigning tasks and avoid the human intervention which increases the utility of available human resources. The papers reviewed here provide steps to implement ITSM in an enterprise in any sector, fine tuning the existing model and evaluate the management system. Further it also assesses the effect of implementing ITSM in various sectors like healthcare, education institutions and others. All these points are to be considered while configuring ITSM for an enterprise.

Key words: Information Technology Service Management (ITSM), Information Technology (IT), Information Technology Infrastructure Library (ITIL), Evaluation Framework.

| DOI: 10.17148/IARJSET.2021.8565