ITSM
Information Technology Service Management
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.
ITSM
ITSM is IT service management
ITSM service desk gives leaders & managers better oversight of their team activities, while the core team is able to handle and resolve any issue that may occur or has occurred actively as ITSM streamlines them.
For example: Service desk’s ticketing system is the single-point-of-contact for the end user for reporting their issues activities.
Satisfaction is about PERCEPTION. So, it is not about real objective quality of service, it is about how customer sees that quality. There are cases when a customer sees the service much better than it is, and also, sometimes the service is perceived much worse than it is in reality usually due to bad
communication, or a few isolated cases that Customer interacts with service and compares its quality. To what? Not necessarily to a previous or existing service provider service, but always to his own EXPECTATIONS.
