IT Service Management is the internal IT desk, built on ITIL 4 practices. Employees raise incidents and requests from a self-service portal, mobile, email or Sangam; IT agents work queues against SLAs on business hours; change managers run changes through CAB approval and a change calendar. The CMDB builds on Workplace IT assets, and major incidents get a Sangam war room.
Key capabilities
Agents start from their own queue, their groups’ unassigned work, SLAs at risk and what is on call.
Capture every IT issue, set its priority consistently and route it to the right group.
Offer a catalogue of what IT provides, with the right form and approvals for each item.
Coordinate a serious outage and keep everyone informed.
Find and remove the root causes behind repeat incidents.
Change systems safely, at the right time.
Know what you run, how it connects, and what breaks if something fails.
Write answers once and put them in front of employees and agents.
Make sure someone is always reachable when something breaks.
Help employees help themselves, and make it easy to ask when they can’t.
Hold the desk to clear targets and set it up the way your IT team works.
Calendars and defaults suit Indian offices.
IT Service Desk is in the Thoshika app, under the app switcher, for agents and for every employee.
On the phone
Every person signs in once. Roles decide what they see, and can be limited to a location, branch or other scope where the app supports it.
Raises, tracks and rates tickets, requests catalogue items, approves requests and reads knowledge.
Works tickets for their groups, handles problems and tasks, edits the CMDB and acknowledges pages.
Runs changes, CAB, the change calendar, blackout windows and releases.
Sets up groups, SLAs, the catalogue, rules, knowledge approval, discovery tokens and reports.
Apps share one directory, one sign-in and the same records, so nothing is keyed in twice.
Hardware configuration items read Workplace IT assets, and fulfilment can check out an asset.
Requesters, managers, holiday calendars, leave for routing, and joiner, mover and leaver events.
Raise incidents from chat, and run major incidents in a war-room channel and meeting.
Catalogue item forms are Forms definitions, and Forms rules can raise IT incidents.
Changes and problems can create Projects tasks and show their status.
IT Service Management is available on its own or as part of Thoshika One, with every app for every employee.