Service Desk / IT Service Management (ITSM)
Service desk systems track incidents, requests, and service levels. They help IT and support teams respond consistently and meet SLAs.
What it is
Service desk systems track incidents, requests, and service levels. They help IT and support teams respond consistently and meet SLAs.
What it does day to day
- Log incidents and service requests.
- Prioritize and assign tickets.
- Track response and resolution times.
- Report on SLA compliance and trends.
Typical data
- Tickets, categories, and priorities.
- SLA rules and escalation paths.
- Knowledge base links and solutions.
- Customer or internal requester details.
Where it overlaps
- CRM for customer context.
- Project management for major changes.
- Asset management for hardware and software.
When service desk is the priority
- Support requests are untracked.
- SLA breaches are frequent.
- Knowledge is trapped in individual inboxes.
How Fleksi.io fits
Fleksi.io can model task-based service workflows, capture proof of work, and keep customers informed without a full ITSM stack.