IT service management (ITSM) is an integral part of many companies to ensure the development, provision, management and improvement of IT services within the organization. Intelligent service management effectively links existing structures and IT services and has a positive impact on all business processes. After all, only when IT services and business goals are aligned can the efficiency, quality, and cost-effectiveness of IT, and thus of the entire company, be sustainably increased.
ITSM tools make it noticeably easier to manage IT services, but service requests, incidents and faults, for example, are merely documented and tracked. Support staff must become active themselves in order to process requests, resolve events and incidents and thus ensure smooth operation. Troubleshooting processes still have to be triggered manually within the ITSM tool, which means that recurring routine activities are time-consuming and require a lot of human resources. Automated processing does not take place.