Based on the ITIL process model, the new IT system for IT service management is intended to support the following areas of activity:

- Service desk management

- Recording and processing tickets as part of incident and problem management

- Knowledge management for the exchange of knowledge between employees in IT services and to help them help themselves with IT users' IT problems

- Processing of tickets in problem management by ITSC employees according to the role and authorization concept

- Access management (for example, to reset passwords or set permissions)

- Execution of request fulfillment based on a service catalog

- Service asset and configuration management

- ICT inventory management

- Management of software licenses and assignment to configuration items (license management)

- Capture contracts and associated KPIs for service level management, determination and reporting of specific service levels

- Change management

- Organizing and documenting change management with the aid of integrated workflow management for information and approval

- Interface to IT users with a high user experience

- Portal access with your own tickets and solutions to problems for itsc employees and customers

Exemplary excerpt from the service description:

Operational requirements

It is possible to operate the system on premise.

It is possible to operate the system on a virtualized environment.

It is possible to operate the system with high availability (7x24) over two locations.

In addition to a productive system, at least one development environment and one test environment can be operated without further license costs.

Configurations and updates can be transferred from the development environment to the test environment and to the production environment using standardized procedures.

It is possible to assign dedicated authorizations to use the tool (access and authorization concept).

The ITSM system application and database must be able to be operated on different virtual servers.

It is possible to fully maintain and support the system remotely.

It is possible to adapt the system to individual requirements through customizing.

Regular maintenance and continuous further development are carried out by the manufacturer.

Security gaps are closed in a timely manner and delivered as a security patch.

Support is analogous to the agreed Service Level AG reements. The manufacturer offers different service levels.