Virtual CISO

ITSM (or IT Service Management) refers to all the activities involved in designing, creating, delivering, supporting and managing the lifecycle of IT services. It is the strategic approach to managing information technology within your organization and delivering services to customers. If you have IT systems in your organization, then you are performing ITSM. Examples of ITSM include problem management, incident management or disruption management to get your business back to being fully functional, budgeting and carrying through organizational change management, and monitoring software compliance. These functions occur across almost every organization’s IT department, but ITSM best practices aim to streamline these processes as much as possible.

To begin with IT service management can help with:

  • Process workflow
  • Efficient use of scarce IT human resources
  • Service-based incident management
  • Help businesses to quickly bounce back from critical IT issues
  • Remove the costs of duplicate or obsolete assets
  • Facilitate the redeployment of underutilized assets
  • Prevent change-related or inconsistency-based wastage


Think about everything your employees might need from the time they arrive until their departure. What’s the process when the sales manager wants an update to a pricing page on the website? What about when the finance team hires a new accountant? These are requests that occur frequently within today’s organizations. Most organizations struggle with the communication for these requests. Use a service catalog to build workflows that the whole organization can use, eliminating email chains and integrating with apps that employees use every day. The service catalog is the place where your organization plans and executes the most efficient ways to handle these regular services. It’s where workflows are simplified, notifications are customized, and data is shared and/or protected wherever the organization sees fit.

Four common problems the service catalog solves across departments:

  • New employee onboarding.
  • The network is slow.
  • Enroll in benefits.
  • Device purchasing.

From an employee’s first day to their last, the service catalog serves as the place where chaos is strategically organized according to business priority, and notifications land wherever your team prefers. Plus, the ways in which you can automate the service catalog are virtually limitless.


Modern technology has opened a world of opportunities for today’s workforce, but with it comes the occasional headache when something isn’t working properly. Password resets, frozen laptops, video conferencing software troubleshooting, and network connection issues can all prevent employees from doing their jobs well. Your service management strategy should aim to provide solutions as quickly as possible so employees can get back to business. One way to achieve this is through a regularly updated knowledge base. It provides articles and resources on everything the organization has used for troubleshooting in the past.

Five ways knowledge management can make processes easier:

  • Relevant information and resources are easily available.
  • Avoid repeated troubleshooting processes to common problems.
  • Take advantage of existing expertise.
  • Faster decision making.
  • Resources for employees to self-resolve.

Your organization’s knowledge base is just the beginning. Use it in tandem with the service portal and artificial intelligence to connect employees to the solutions they need.


Where does an employee go for an HR request? An IT request? A payroll request?

It can be difficult to keep it all straight, but your service desk can help. Now that you’ve visualized a successful service catalog and a robust knowledge base, consider those two ITSM best practices in a larger context. You could easily build a workflow for expense reimbursement, and a knowledge base full of solutions to HR benefits questions. This functionality should be universal, and the service portal is a perfect place to connect employees to solutions from any department.

Four ways the service portal will benefit your organization:

  • Give requesters instant answers.
  • Save service agents time using knowledge base.
  • Extend office hours in case required.
  • End users to check status of tickets.

One of the keys to a successful service portal is to drive portal adoption among your organization’s employees. Old habits can be hard to break, but through a concerted and dedicated effort, you can help shift employee service behaviors. Once they realize they can find all their needs in one place, they’ll be back to the service portal every time.

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