The Beginners Guide To Itsm And Modern Service Desk

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The Beginners Guide To Itsm And Modern Service Desk

The Beginners Guide To Itsm And Modern Service Desk

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The Beginners Guide To Itsm And Modern Service Desk
Employee Experience

Information Technology Service Management (ITSM) focuses on the delivery and support of Information Technology (IT) services to customers and employees.

ITSM is a subset of Service Science that focuses on defining, managing, delivering, and supporting IT services to achieve organizational goals. It benefits the organizations by enabling them to become more adaptive, flexible, cost-effective, and service-oriented.

Companies invest millions of dollars in ITSM, but they can reap the benefits only when the right technologies and tools are used. If companies are able to use these tools to their advantage, it eventually boosts the business. ITSM provides services to ensure customer satisfaction. This in turn increases the reliability of a user on the organization.

ITSM helps formalize filters through structured delivery and documentation:

ITSM technology helps save costs by building a dependable IT support ecosystem. Enforcing ITSM in Businesses/enterprises with the help of AI can help bring actionable insights on a particular issue/task which helps the AI to make better judgements.

10 advantages of ITSM:

  • Lower expenses for IT operations

  • Elevated resources for IT enterprises

  • Instant support to the employees

  • Lesser pressure on agen

  • Lesser support outages

  • Profitable examination of IT problems to decrease repeat occurrences by maintaining a knowledge base

  • Enhanced Efficiency of IT help desk committees

  • Promising clarity in IT procedures and services

  • Clear intentions on service degrees and assistance availability

  • Well-defined functions and duties

Considering the reasons mentioned above, IT Organizations are focused on providing decent user experience. This in turn helps the organization as it establishes a work atmosphere with increased productivity and better employee experience.

*Coping with Self-help and intranet portals *

When employees interact with the support portal, they may come across challenges such as lack of proper information and immediate support. Missing a proper strategy to deal with these challenges, would lead to increased IT expenses for Businesses. The use of AI based Chatbots and service desks can improve the overall Self-help experience.

Why is there a paradigm shift towards newer technologies?

Users are found to be raising issues/incidents through various other forums rather than the traditional ways like emails and phone calls. To adapt to this rapid shift in this paradigm, Support Desk staff can leverage the power of social media to provide an efficient and dependable support to an Organization’s customers.

What makes ITSM so crucial for Organizations?

Organizations have access to large data volumes, which can be used to reproduce business-critical knowledge. This helps in providing insights on business crises in Organization at an earlier stage, lessening taxes and hazards while boosting the quality of IT service delivery.

Service Desk software is a new technology which provides a smarter form of assistance to its users. For example, a basic SLA (Service Level Agreements) obedience level chart only indicates when SLA obedience levels sky-rocket or fall. But it does not help you deduce why SLA degrees are performing the way they are. Accomplishing intense analytics with industry intelligence tools can help identify the factors that are negatively encompassing SLA obedience degrees and the means to remedy them.

What is ESM and why do you need it?

Enterprise Service Management (ESM) is anticipated to be a natural heir to ITSM. ESM is all about the beliefs and procedures of IT service delivery to every practical region within a given industry. ESM helps in effectively integrating various bureaus and facilitates the sharper flow of undertakings across bureaus. Even though ESM and its abilities are just a theory, businesses believe that it is an heir to ITSM and that Organizations are slowly making their drift towards ESM.

Organizations need to make the leap into ITSM for the simple reason that investing in word processing can reduce the dozens of nominations you will have to make manually.

Now let us take a look at the important ITSM terms you need to know:

1. Help Desk/Service Desk:

In IT Organizations, a Service Desk acts as a one-stop-shop for all the employees. The support staff of an organization attends to the problems and pain points of employees and passes them along to upper-level engineers if these problems are complex and provide an overall positive experience.

Let us see how this works:

Consider an employee registers a ticket through the portal. If it is an L1 ticket, it is either resolved through the portal itself with the help of AI Technologies in a modern service desk, otherwise, it is resolved through the support staff. If this ticket cannot be resolved, it is escalated to L2 or L3 depending on the complexity of the issue. After which the tickets are resolved with the help of upper-level engineers.

2. Information Technology Infrastructure Library (ITIL):

ITIL as the name suggests is a library consisting of the best practices for delivering IT services. This helps Organizations manage risks, increase customer satisfaction, establish cost-saving yet effective practices to be followed and finally build an environment that allows for growth, change, and scale.

When organizations make use of ITIL, the benefits achieved can include cost reduction by optimizing the use of resources, improved service delivery, and customer satisfaction.

3. Configuration Management:

Configuration Management (CM) belongs to the Information Technology Infrastructure Library and is defined as a process that encompasses every element of the IT system - from servers in the data headquarters to end-user equipment.

CM tracks all of the individual Configuration Items (CI) in an IT organization which may be as simple as a single server, or as complex as the entire IT department. In some organizations, a configuration manager is responsible to oversee and manage the CM process.

4. Incident Management:

An incident is an unexpected disruption to a service which in turn affects the end user’s productivity. Examples of Incidents include printer issues, application lock issues, email service issues, laptop crashes, AD authentication errors.

Incident management is the process of specifying, analyzing, and validating threats to prevent the reoccurrence of an incident. These incidents within a structure are generally handled by either an Incident Response Team (IRT), an Incident Management Team (IMT), or Incident Command System (ICS).

5. Self-Service Portal:

A Self-Service portal acts as an interface for users to resolve incidents/problems on their own, get knowledge for establishing personal devices on the firm network, or oppositely interact with main IT purposes without cataloging a support ticket.

6. Knowledge Centre:

A Knowledge Centre is an interior catalog of key evidence, tutorials, and agencies about the company's ITSM processes, skills, and agreements.

7. Problem Management:

It is an ITSM module responsible for managing the life cycle of all problems. It makes use of basic analytics to identify the root cause of repeated incidents and help the IT and support teams identify the changes that need to be made to prevent them from reoccurring.

8. Change Management:

Software dedicated to governing different procedures within the IT bureau. Functionalities can fluctuate between explanation providers, but core capacities include scheduling changes, automating the documentation process, furnishing affiliation equipment, and stimulating managerial authorization refines with technical notifications.

9. Configuration Management Database:

A CMDB contains every form of item in the institution. The purpose is to create an exact directory of each item, to which degree system calculation tools are used to demonstrate to you how each system relates to each other. This lets you understand the inter-dependencies within the IT composition and enables users to effectively launch the likely consequences of any moves, expands, or differences within the layout.

10. Release Management:

Release management uses automation functions, collaboration tools to streamline the changes that must be made when releasing new apps and services into the configuration. A release management platform is designed to handle some of the specific challenges that come with new app releases. For example, release management systems can roll out multiple instances of an app simultaneously so that users aren't performing rote data entry as they upload apps in all the necessary locations.

11. Software as a Service:

Software as a Service (SaaS) also called “On-demand Software” is a Software and Licensing model which is released on a subscription basis and is centrally hosted by the vendor. For example, Google Workspace, Dropbox, Salesforce, Cisco WebEx, Concur, GoToMeeting

12. Asset Management:

Asset Management comprises the processes responsible for tracking, reporting the value, and the ownership of the assets belonging to an Organization throughout the asset’s life cycle.

13. Key performance indicator (KPI):

It is a metric used to measure the achievement of critical success factors for an organization. It is also used to help manage an IT service, process, plan, project, or other activity. Service desks should identify and select those KPIs to ensure that efficiency, effectiveness, and cost-effectiveness are all managed.

14. Service-level agreement (SLA):

A service-level agreement is an agreement between a service provider and a client that discusses the different aspects of the service, including quality, availability, and responsibilities.

15. Root cause analysis (RCA):

It is a systematic process for finding and identifying the root cause of a problem or event. The concept of RCA is derived from the idea which states that having a truly effective system means more than just putting out fires all day. This root cause when removed, restores normalcy and prevents the problem from reoccurring.

16. Enterprise service management (ESM):

ESM in a nutshell is the practice of applying ITSM to various other areas of an enterprise or organization to improve efficiency, performance, and service delivery. It enables departments within an organization to stay connected to each other and external resources. For example, ESM can be applied to Customer Support, Finance, and Accounting.

17. L1, L2, and L3 Escalation:

These are the various IT support levels where-

  • L0- Deals with the service desk with very little skills on any subject or technical area

  • L1 - Has a working knowledge of the technical or functional area

  • L2 - More knowledge - senior people who may have years of experience

  • L3 - May involve the vendor itself

Let us take the example of a Hospital visit made by a patient.

  • L0- You go to the receptionist (L0)

  • L1- The nurse may take your information, take your pulse, and BP

  • L2- The nurse on duty will interview and work to determine if any specialist is needed and try to 'fix' your issue or escalate it to the next level

  • L3 and so on- The surgeon/specialist would look at the issues that L2 cannot do - Surgery

18. Workaround:

Workarounds are simply temporary solutions given to a user when a user is faced with a problem. For example, rebooting a PC or server to get it working again when an issue arises. It doesn’t fix the issue; it merely removes it temporarily.

19. Project management:

It is defined as an organized process that involves planning, organizing, managing, and controlling IT projects to accomplish specific IT goals. Some key components of Project management are Scope, Time, Cost, Quality, Integration, Procurement, Human Resources, Communications, Risk Management, and Stake Holder Management

20. Service catalog:

A service catalog is defined as a centralized database of accurate information about active IT service offerings, and a subset of the IT service provider's service portfolio. It acts as a storefront from where end-users (internal or external) request services and products from the IT service desk based on the information provided in the service catalog.

21. AISM:

Artificially Intelligent Service Management (AISM) is a tool that makes use of the current ITSM technologies like Incident Management, Problem Management, Asset Management, and so on but with the help of AI, it makes these processes way more efficient than the traditional ITSM help desk.

Here’s how it does it:

AISM makes use of 3 key aspects which are Guidance, Learning, and Strategy to make the existing ITSM more efficient-

  • Guidance – Whenever an end-user has a requirement, AISM makes a connection with endpoint tools to identify and make relevant suggestions based on the need of the user.

  • Learning – AISM maintains a knowledge base to ensure that all kinds of information are always available without a hassle.

  • Strategy – AISM makes use of AI to identify and recommend changes to the current system and provide suggestions for innovations that can benefit the organization.


ITSM assists IT institution's modification from being providers of technology to being providers of value-creating employment. It is part of the Service Sciences that concentrate on IT Operations.

ITSM domain from an accepted point of impression, using the research production as exhibited in the Web of Science and also by surveying the training occurring programs at the undergraduate and graduate levels all over the world.

This is the beginners of ITSM industry. Did we miss anything important or have something to which we can add to this blog, share use in the comments below.

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