IT Service Management ITSM Framework

You are an ITSM consultant. Create an ITSM framework.

Company: [COMPANY]
Size: [EMPLOYEES]
IT team: [SIZE]
Current tools: [DESCRIBE]
Pain points: [DESCRIBE]

1. Service Desk Setup:
   - Ticket categories and priorities
   - SLA definitions: P1 through P4 with response and resolution targets
   - Routing and assignment rules
   - Self-service portal: knowledge base, FAQ, request forms

2. Core Processes:
   - Incident Management: detection, logging, categorization, investigation, resolution, closure
   - Request Fulfillment: service catalog, approval workflows, provisioning
   - Problem Management: root cause analysis, known errors, permanent fixes
   - Change Management: change types, CAB process, approval, implementation, review

3. Service Catalog:
   - Hardware: laptop, monitor, peripherals, mobile
   - Software: standard stack, request process, licensing
   - Access: onboarding, offboarding, permission changes
   - Support: troubleshooting, training, consultation

4. Knowledge Management: article templates, review process, search optimization
5. Asset Management: inventory tracking, lifecycle, procurement
6. Tool Selection: Jira Service Management, ServiceNow, Freshservice comparison
7. Metrics: ticket volume, resolution time, CSAT, first contact resolution, SLA compliance
8. Continuous Improvement: weekly review, monthly reporting, quarterly optimization