Introduction to ITSM

Overview

The IT Service Management (ITSM) in Bitlion provides a comprehensive platform to streamline support operations, optimize IT planning, and govern changes, vulnerabilities, and configuration items. This ensures efficient service delivery, improved control, and resilient IT operations. The module group includes five interconnected components:

IT Helpdesk - Ticketing and IT support service operations
IT Planning - Plan and manage IT initiatives and strategies
Change Management - Control and track IT system changes
Patching Vulnerability - Monitor vulnerabilities and patching status
Configuration Management - Maintain configuration items and system baselines

Key Features

The ITSM Module offers:

Centralized ticket management
IT project planning and tracking
Change request workflows
Vulnerability tracking and patching
Configuration item management
SLA monitoring and reporting
Knowledge base integration
Service catalog management

Dashboard Overview

When you access the ITSM module, you will see a dashboard displaying:

Total Planning - Number of IT planning initiatives
Total Change - Count of change requests
Total Patching - Number of patching activities
Total Configuration - Count of configuration items

ITIL Alignment

The module aligns with ITIL best practices:

Service Operation - Helpdesk and incident management
Service Transition - Change and configuration management
Continual Service Improvement - Planning and optimization

ITSM Process

The typical ITSM workflow:

Request - Receive service requests and incidents
Classify - Categorize and prioritize
Assign - Route to appropriate team
Resolve - Work on resolution
Change - Implement changes if needed
Close - Verify and close ticket

Getting Started

To begin using the ITSM Module:

Navigate to ITSM from the main menu
Set up IT Helpdesk for ticket management
Create IT Planning initiatives
Configure Change Management workflows
Track Patching Vulnerability status
Document Configuration Items