IT Service Management Assignment

Running Head: IT 0
IT WRITE UP

IT 1
ITIL Compliant Tool for Ticket
ITIL service management best practices include various areas of IT service
management (ITSM) and help desk management. The core functionalities of ITIL Compliant
Tool are built to be flexible and adjustable in accordance with ITIL standards (Eikebrokk &
Iden, 2017). In addition, the most significant function of any ITIL tool is using an effective
ticketing system to manage the inward flow of events. A key element of customer service
includes using an effective ticketing solution to handle their requests and responses and it can
be accomplished with ITIL compliant tool under service management embracing end-to-end
value delivery through customer service.
One of the renowned ITIL compliant tools is Zendesk, an open API ticket solution,
where third party developers can develop new integrations with their platform. With the
growth of the business, the demand of IT team also rises and with Zendesk, one can track,
monitor and resolve the rising number of support requests from internal users and customers
through investing in a ticketing system (zendesk.com, 2019as). With managing the business
queue and allotting a number to every request and sorting it as a ticket in the database so that
team can deliver the best experiences to everyone.
Zendesk manages to host all the tickets and information on severs and the ticket
system will get updates when momentarily they are released. An enterprise or individual will
able to access its hosted ticket system wherever and from any device as Zendesk is a web-
based system and inside the system, it already is arrangement with various customer
provision best practice workflow tools comprising triggers and macros (zendesk.com, 2019a).
In addition, Zendesk ticketing system functions as a shared inbox for all the customers’
questions and concerns. One of the features of this suite is its ability to offer convenience of
searching in the ticket system – i.e. forum posts, tickets, knowledge based article and so forth
from origin to its conclusion.
Zendesk also offers online ticket system for customer and client satisfaction. Online
ticket system is a source of all contacts that take place amid the business customers and their
help desk agents (zendesk.com, 2019). Generally, the contacts include the problems or
questions associating to customer service as well as technical issues. Zendesk supports is help
desk software that leads an organisation to look good, whether their customer is asking
questions, looking for answers on their own or seeking for active help from contact hub. To