ITSM is IT service management — often referred to as ITSM – 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.
In Strategy stage of ITSM Service Lifecycle we are talking generally about opportunities, markets, possible services, where we are, where do we want to be. Here is where we firstly define the level of satisfaction we want to achieve.
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The ITSM service desk provides leaders and managers with better oversight of team activities, while the core team can efficiently handle and resolve issues as they arise. ITSM streamlines processes, ensuring smooth operations.
For example, the service desk’s ticketing system serves as the single point of contact for end users to report their issues and track resolutions.
Customer satisfaction is based on perception rather than objective service quality. A customer may perceive a service as better or worse than it actually is, often due to poor communication or isolated negative experiences. Customers compare service quality not necessarily to past providers but to their own expectations.
