IT Service Management (ITSM) is an integral part of many organizations, ensuring proper development, deployment, management of IT services and therefore enhances the general IT performance within the organization. An intelligent service management process effectively links existing structures and IT services, which has a positive effect on all business processes. As a result, only if IT services and business objectives are aligned, it is possible to increase the efficiency, quality and profitability of the IT – and thus of the entire company.
ITSM tools make the administration of IT services noticeably easier, but as an example – service requests, incidents as well as occurrences are only documented and tracked. Support staff need to be proactive to handle requests, resolve events and incidents to ensure a consistently smooth operation. Troubleshooting processes still need to be triggered manually within the ITSM tool and are therefore associated with certain time and effort required for recurring routine activities. An automated processing does not take place.