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- IT Service Management
- Who it's for
- Internal IT teams
Internal IT teams
An internal IT team handles interruptions alongside requests from colleagues. The service record gives each case an owner and criticality. The desk can see open incidents, active requests and the assets that support a service without building a separate account of each handoff.
How IT Service Management is set up for you
Service desk
Assign incoming incidents and requests to the right person, then keep status and due dates visible.
Infrastructure
Connect the affected device to the service and record outage restoration when a site is interrupted.
Change review
Put risk, work window and rollback plan in front of the CAB Reviewer before implementation.
An internal IT team handles interruptions alongside requests from colleagues. The service record gives each case an owner and criticality. The desk can see open incidents, active requests and the assets that support a service without building a separate account of each handoff.
Start with a service catalogue that the team recognizes and a people directory with clear ownership. Select a few request types that the desk can fulfil, and agree who may approve them. Rehearse an incident on a service with a linked asset. The responder should be able to record acknowledgement, investigation updates, impact and resolution without losing the chronology.
Next, choose one planned change with a real reviewer. Record the advisory decision, deployment outcome and final service check. Make sure a rejected or deferred decision remains distinct from approved work. Review request due dates and incident resolution times in the first operating cycle. Add knowledge articles for recurring work once owners can keep them current.
When a device changes hands, update both its current status and its assignment record. A service-asset link should be checked before responders depend on it during an outage. These small record habits matter more than a large launch list.
Features to start with
Roles on the team
- Service Desk Agent
- Owns intake, triage and request follow-through.
- Incident Responder
- Investigates interruptions and records restoration evidence.
- Change Manager
- Prepares risk, timing and deployment records for review.
- CAB Reviewer
- Records an advisory decision on a proposed change.
- Admin
- Maintains people, services and asset context.
Set up IT Service Management your way.
Start free, then use Proto to change fields, steps and approvals before your team goes live.