Which of the following best describes the role of IT service management?

The role of IT service management is best described as overseeing the strategic approach to service delivery. This involves aligning IT services with the needs of the business and ensuring that the services provided meet customer expectations. IT service management (ITSM) focuses on the planning, delivery, and management of IT services, which includes processes such as incident management, change management, and service level management.

By emphasizing a strategic approach, ITSM helps organizations to optimize their IT resources and improve service quality, ultimately enabling businesses to achieve their objectives more effectively. This perspective is essential as it encompasses more than just technical aspects; it integrates people, processes, and technology to enhance overall service delivery and customer satisfaction.

In contrast, options that focus solely on physical IT infrastructure or hardware upgrades miss the broader scope of ITSM, which is rooted in service delivery and alignment with business goals. Similarly, a focus only on software development methodologies overlooks other essential aspects of IT service delivery, such as service design and support.