IT Service Management

TITLE: IT Service Management
IT Service Management

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TABLE OF CONTENTS
Page
TITLE............................................................................................................................... ........i
TABLE OF CONTENTS ..........................................................................................................ii
INTRODUCTION ........................................................................................................................ iii
ABSTRACT ........................................................................................................................iv
CHAPTER
Web Help Desk ITSM tool assessment
Ticket prioritization based on urgency matrix and impact...................................1
Individual incidents linked to a root cause.................................................................2
Email services request converted to tickets....................................................3
Reports of help desk technicians performance to customer satisfaction....................4
Tickets changes by change advisory board....................................................5
CONCLUSION.............................................................................................6
REFERENCES ....................................................................................................................... .7

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Abstract
IT service management is the trending form of management in modern businesses. Help Desk in
business helps in productivity, efficiency, good communication between customers, and ensuring
that business is in day-to-day operations. By use of ITSM tool, it ensures quick response to
customers hence the business will be reliable and always attracts more and more customers.
(Pelletier, & Cloutier, 2019 January).

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Introduction
IT Service Management is the most important in all businesses. Due to current world revolution in
technology, then there is need to adopt and employ new changes under the use of IT service
management. This have proof to be more reliable, effective and convenient. To achieve goals in
businesses then a lot of statistics must be carried out by use of various modern technology tools
such as ITSM web help desk tool. This services therefore has made them more easier. Help desk
technicians performance is primary input to the business production. It is always important to
consider this factor because this has direct communication with customers and also direct impact on
the effectiveness. Good performance will ensure business continuity by always readily available to
customer support. Productivity is also the main role of business and also maintaining and constantly
increasing the number of customers. (Ul-Hameed, Shabbir, Imran, Raza, & Salman, 2019).