Service request management is a repeatable procedure for handling a wide variety of customer service requests, including requests for access to applications, software enhancements, and hardware updates. The service request workstream often involves recurring requests and benefits greatly from enabling customers with knowledge and automating certain tasks.

Knowledge management is the process of creating, sharing, using, and managing a company’s knowledge and information. It refers to a multidisciplinary approach to achieving company objectives by making the best use of knowledge.

IT asset management (also known as ITAM) ensures a company’s assets are accounted for, deployed, maintained, upgraded, and properly disposed of when the time comes. In short, it's the process of ensuring that valuable items, whether tangible or intangible, are being tracked and used correctly.

Incident management is the process of responding to an unplanned event or service interruption and restoring the service to its operational state. Considering all the software services businesses rely on today, there are more potential failure points than ever, so this process must be ready to quickly respond to and resolve issues.

Problem management is the process of identifying and managing the causes of incidents within an IT service. Problem management is not only about identifying and resolving incidents but also finding and understanding the underlying causes of an incident and identifying the best method for eliminating the root causes.