IT service management (ITMS) is simply how IT teams manage the end-to-end delivery of IT services to customers. This includes all the processes and activities to design, create, deliver, and support IT services. The core concept of ITSM is the belief that IT should be delivered as a service.

Due to their day-to-day interactions with IT, people often misconstrue ITSM as basic IT support. On the contrary, ITSM teams oversee all kinds of workplace technologies, ranging from laptops, to servers, to business-critical software applications.

ITSM generally consists of several core processes, as defined by ITIL – the most widely accepted framework for ot approach to ITSM



If your team takes the service desk approach, choosing the right service desk software for your organization is critical, as it is a foundation of ITSM. The service desk serves as the interface between customers and the IT team.

Of course, features like knowledge management and reporting are critical in a service desk solution, but you’ll also want a service desk that’s easy to use and set up, enables collaboration, and adapts to your needs. That way, your IT team can deliver excellent support – and value to the business – quickly.

And even if your team takes the service desk approach, having a tool that helps you keep track of what issues come up and who is solving them is crucial. With a dedicated service desk tool, your IT team can be more transparent, collaborative, and efficient.



• Operating System provisioning and licence management.

• Managed Server – 24×7 Advanced Performance Monitoring, Server Configuration Management, Microsoft and 3rd Party Patch Management, Real Time Server Optimisation, Scheduled Preventative Maintenance.

• Licensing – Windows and SQL licences.

• For IaaS User Plans that support the provisioning, licenses are managed, reported on and charged

• VM Snapshot Management • Backup Implement, Maintain and Monitor.

• Additional SAN Storage can be purchased (per GB).

• Additional Network Traffic can be purchased as a top-up (per GB). Please note that there is no carry-over for unused bandwidth to the next month.

• Patch Management



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