IT service management -
more than just a ticket system
for your IT department
IT Service Management (ITSM) is the basis for a well-functioning IT infrastructure and its processes within the organisation. It helps to increase productivity, collaborate efficiently and remain competitive.
IT Service Management or ITSM describes all the processes and tasks required to design, organise, deliver and support IT services. The interaction of IT service teams, the technologies to be used and clearly defined processes within the organisation form the basis of a well-functioning ITSM. The goal of IT Service Management is the planned delivery of IT services to the customer and an increase in customer satisfaction.
Successful IT Service Management can only be achieved if the processes and tasks are defined in close alignment with the needs, requirements and objectives of the IT teams and the ITSM tool to be used. IT teams should be empowered to continuously develop and improve their IT Service Management. This is where the right ITSM software comes in.
Rico BarthCEO KIX Service Software
A little too vague? A simple example of IT service management with KIX
The incident or service request as starting point
Your customer, whether from within your organisation or from outside, reports an incident. This can be done by phone, email or, ideally, via a self-service portal (SSP) such as the one offered by KIX. An incident can be anything:
Problems with the VPN
lack of storage space
a failed update
a button that behaves incorrectly
or the famous classic - the printer prints stripes, etc.
In addition to incidents, there are also general service requests. These are not usually unplanned breakdowns, but questions, suggestions or requests for service.
Tickets for transparent processes & documented communication
When the incident is reported via the SSP, it is already created as a ticket and automatically assigned to the appropriate service agent. All communication is centralised, traceable, transparent and clearly documented. The service engineer now has access to all the information about the ticket in the software and can initiate the next steps in a well-organised manner. He or she sets about
recording,
analysing
and finally the solution (repair, replacement, new order, workaround, etc.) of the incident.
3. IT Assetmanagement (ITAM) enables professional management of all ‘devices’
The connection to an asset database (CMDB) is necessary for the efficient handling and resolution of IT incidents. This is where the employee can find all the information (status, age, location, etc.) about the asset in question. Assets are any devices or 'things' that you record in your asset management system. This can include all forms of
IT equipment,
hardware
software
office furniture
even large technical systems
contracts and much more.
If changes are made or information is added during the analysis and resolution of the incident, this is added to the asset information. The interaction between ticket and asset management is at the heart of ITSM with KIX.
4. Knowledge management provides continuous improvement through knowledge sharing
In addition to pure asset information, it is often an advantage for service staff to be able to access information from an integrated knowledge database or FAQs provided by the ITSM system. In the spirit of professional, company-wide knowledge management, employees can enrich the FAQs and knowledge databases with their newly acquired knowledge. After all, the wheel does not have to be invented twice.
ITSM benefits with KIX at a glance
The professional implementation of IT Service Management improves the way IT teams work and their performance. In addition, professional ITSM can generate important impulses for the entire company. The most common benefits of software-based IT Service Management with KIX are:
IT departments can use structured ITSM to better align their activities with business goals and make their own success measurable.
ITSM supports the planned management of IT services and processes through cross-team collaboration and knowledge sharing.
ITSM enables structured management of service requests, rapid response to critical incidents and prevention of future errors
The combination of ticket and asset management ensures that every communication and every "thing" in ITSM has its place and can therefore be better managed.
The use of IT Service Management software also enables extensive automation, standardisation, centralisation and monitoring of IT services.
Self-service offerings increase employee and customer satisfaction and minimise manual effort.
Professional ITSM generally leads to significant quality improvements that extend far beyond IT.
Compliance with audits and industry standards (ISO 27001) and the use of ITSM frameworks (ITIL) are often made possible or greatly facilitated by the use of IT Service Management software.
A functioning ITSM increases the competitiveness of your organisation.
Confidently Shaping Digital Education:
How the Chemnitz School Computing Center used KIX to restructure school IT support for over 80 schools
What began as a small ticket system has become the central ITSM solution for school IT in Chemnitz. The School Computing Center (SyS-C) has used KIX to meet its growing needs, establish a consistent support culture, and significantly reduce the workload of educational IT coordinators. The ability to flexibly divide teams ensures that tickets and tasks can be processed efficiently and across locations.
In fact, ITSM and ITIL are very closely related. ITIL stands for Information Technology Infrastructure Library and is the most widely used international framework for implementing IT service management in organizations.
It provides concrete recommendations in the form of best practices for the delivery of IT services. ITIL is now a de facto standard, but it offers a high degree of flexibility for the specific design of your IT service management. ITSM takes these best practices and uses them to achieve business goals.
By the way: KIX is certified in more than 16 ITIL® 4 practices and enables a very fast and cost-effective introduction of an ITIL-compliant IT service management. Learn more about KIX and ITIL® 4 here.
IT service management with KIX? Our customers know why!
ITSM with KIX - Frequently asked questions
Is ITSM the same as ITIL?
No, ITSM describes the entire discipline of service management, while ITIL provides a proven framework for it. In short, ITSM is the practice and ITIL is the guide to success.
With KIX, you can seamlessly integrate the two: We provide the tools to implement ITIL standards directly into your daily ITSM work. Learn more on our ITIL topic page.
Is professional ITSM worthwhile for organizations of all sizes?
Yes. KIX is highly scalable and can be used by organizations of all sizes to bring structure to their IT, from specialized IT teams to complex corporate groups. Even small IT teams benefit from clear processes, clean documentation, and reduced "firefighting" support. Read about how this works in practice using BANG Kransysteme as an example here.
How much does KIX cost for IT service management?
Compared to proprietary systems like ServiceNow, Jira Service Management, and Topdesk, KIX offers a significantly better price-to-performance ratio. More detailed information about our prices can be found here.
How can we implement ITSM with KIX in our company?
With customized ITSM, you don't have to change your processes to fit the software. We adapt KIX to perfectly support your daily work. Our experts will guide you through the rapid implementation of your customized requirements, allowing you to focus fully on your core business. Customized. Experienced. Ready to go. Read more about the KIX implementation process here.
How long does it take to implement ITIL-compliant ITSM using KIX?
Depending on the customer's requirements, resources, and preparation, this can be achieved in just a few weeks. As a rule, the introduction of an ITIL-compliant ITSM with KIX takes between 4 and 12 weeks. However, we have also had customers who introduced their ITSM system in two to three weeks from the migration kick-off to go-live.
Do you have experience with migrating from other ITSM tools?
Yes, absolutely. Switching to new tools can feel like open-heart surgery, but don't worry. We have successfully migrated numerous companies from other systems to KIX. We have extensive experience migrating solutions such as OTRS, Topdesk, Matrix42, and Jira Service Management. We know exactly how to transfer your data securely and guide your service teams into the new environment seamlessly.
Launching a new ITSM software in just a few weeks?
One should be careful with such statements, and there are certainly one or two outliers. But we are really proud of the fact that many of our new customers start their ITIL-compliant ITSM with KIX in just a few weeks. In addition to our highly experienced consulting team, this is also due to KIX's outstanding configurability and the high level of functionality that comes out of the box. This saves you time-consuming and expensive custom development.
