Analysis of ITIL Compliant Tool for Ticket Management Write Up

This report provides an analysis of an ITIL compliant tool, specifically focusing on Zendesk, for ticket management. It highlights how Zendesk aligns with ITIL service management best practices, emphasizing its flexibility and adaptability. The report details the core functionalities of Zendesk, particularly its ticketing system, and how it manages the flow of events to enhance customer service. It explores Zendesk's features, such as its open API, third-party integrations, and web-based accessibility. Furthermore, the report discusses how Zendesk functions as a shared inbox, offers search capabilities, and provides online ticket systems for customer satisfaction. The analysis extends to how Zendesk supports incident management, availability management, and knowledge management, ultimately helping organizations create support tickets, route them to employees, and provide customers with self-service options, including access to product information and training opportunities. References to relevant research and resources are included to support the analysis.

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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

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an extent, ITIL best practices have evolved beyond delivering a service in the most efficient
way possible and some of the wide areas include incident management, availability
management, help desk management, knowledge management and so forth. Ultimately,
Zendesk helps with providing a means of creating support tickets, routing them to assist
employees and enabling those individuals to respond to several issues with built-in-tools for
troubleshooting. With regards to this, it also offers a portal for customer where one can
submit a help desk ticket, find all of the data about the product own and realise open hotfixes
and lastly the training opportunities for the products.

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References
Eikebrokk, T. R., & Iden, J. (2017). Strategising IT service management through ITIL implementation:
model and empirical test. Total Quality Management & Business Excellence, 28(3-4), 238-
265.
zendesk.com. (2019a). TICKETING SYSTEM 2.0. Retrieved from
https://www.zendesk.com/help-desk-software/additional-features/ticketing-system/
zendesk.com. (2019). The online ticket system for customer satisfaction. Retrieved from
https://www.zendesk.com/help-desk-software/features/online-ticket-system/