IT Service Management (ITSM) is a common term used for describing a strategic approach ideal for designing, delivering, managing, and also enhancing the manner in which information technology (IT) is employed in an organization. All ITSM frameworks are responsible for guaranteeing that the correct processes, technology, and people are in place, thus enabling the organization to meet its business- related goals.
Some of the popular ITSM frameworks are as follows:
The ITIL framework originated in the 1980s, a period when data centers started to decentralize and adopt more geographically diverse and distributed architectures. ITIL is made up of a framework comprising of five key publications or ITIL books, which are regularly reviewed and then updated based on the changes in technologies.
This framework has been designed for standardizing the selection, planning, delivery and support of IT services to a particular business. Its aim is to enhance efficiency and attain predictable service levels. The ITIL framework allows IT to be a business service partner, instead of just acting as a back-end support. IT actions and expenses are aligned with ITIL guidelines and best practices, which further change them as and when the business shifts direction or grows.
For any business, the ITIL-based IT infrastructure management can become a complex specialty. Besides being a common domain of the largest IT-centric businesses such as IBM, Hewlett-Packard and as Microsoft. Generally, ITIL adoption and maintenance will need experts, both trained and certified, to guide a company including its IT staff.
ITSM covers a wide range of IT management capabilities that are related to IT service delivery and support. In simple words, ITSM refers to managing the delivery of end-to-end IT services to customers based on best practices. The IT help desk, born of IT-centricity, is considered to be an IT support capability developed in the late 1980s in order to fix IT issues, focused on the IT rather than the end user, normally with no targets for fixes, and instant fixes were infrequent. The service desk, born of IT service-centricity, is an evolution of the help desk, originated from the ITSM best practice framework known as the ITIL, and is based on the fundamental concept of “managing IT as a service.”
In simple terms, a help desk provides help and a service desk provides service. A help desk focuses on break-fix and a service desk helps in assisting with break-fix and also with requests for information and service requests. A help desk was an addition to existing IT activities, and the service desk is considered to be a part of a service-based IT service delivery and IT support ecosystem developed around something known as “the service lifecycle.” This indeed is the main reason why the term service desk was used over help desk in ITIL.
On the whole, ITSM enables various businesses to meet their organizational goals. A service desk is actually a help desk developed in an ITIL mold, and unfortunately, help desks are frequently considered to be antique when compared with the more modern service desk. This could be because of ITIL-based marketing of ITSM tools, various other service-based ITSM offerings, or even because of the fact that the very term “help desk” is absent from ITIL publications.
The ITSM function works as the vehicle capable of delivering value in today’s emerging digital enterprise. A recent Forbes Insights report, based on a survey of 261 executives from all over the world, highlights that a huge portion of ITSM efforts have shifted beyond a focus on IT-centric services, and are thus positioning a service culture in order to improve its business in the digital economy. According to this survey, most executives agree that the IT landscape is indeed dramatically changing, and it is hard to keep up with the necessary skills to support it.
ITSM plays a crucial role in key digital enterprise initiatives. Improving employee productivity and operational efficiency are the most important business drivers of ITSM efforts. Despite the fact that it still tends to be fragmented, ITSM is continuing to succeed in expanding its role as an enabler of the digital initiatives that are delivering competitive advantage. With increasingly expansive ITSM engagements, forward-looking organizations obtain benefits such as employee productivity, operational efficiency, and customer satisfaction.
In order to take the service desk to the next level and transform into a mean, lean ITSM machine, an advanced session for IT admins possessing knowledge on Jira and Jira Service Desk is currently available online. This session will also help in automating onboarding of new staff and creating macros and templates for automating repetitive tasks, thus allowing agents to focus on solving the complex stuff.
For IT change management, Comodo Service Desk is considered to be a wholly featured ticket management system capable of allowing enterprises to implement effective and strong work-flows for internal and customer-facing support departments. With this platform, staff members and admins keep track of and also respond to tickets raised by users, create projects, generate reports, reassign tickets and more.
The interface is made up of two panels: Admin Panel and Staff Panel. These panels can be accessed with admins holding appropriate access permissions.
This panel permits administrators to manage tickets, organizations, users, notifications and knowledgebase content, and to configure system settings.
The key functional areas of the Service Desk admin panel are as follows:
This panel enables admins and support personnel to add new users, manage tickets, generate reports, reassign tickets, manage projects, edit organizations and more.
The key functional areas of the Service Desk staff panel are as follows:
The following steps explain how Comodo One administrators will be able to configure Service Desk in order to manage their support ticketing infrastructure.