{"id":6776,"date":"2025-03-15T12:20:23","date_gmt":"2025-03-15T11:20:23","guid":{"rendered":"https:\/\/www.techlane.it\/risorse-techlane\/i-must-have-dellitsm-gestione-di-asset-richieste-di-assistenza-e-degli-incidenti\/"},"modified":"2025-05-07T16:56:51","modified_gmt":"2025-05-07T14:56:51","slug":"the-must-haves-of-itsm-asset-service-request-and-incident-management","status":"publish","type":"risorse-techlane","link":"https:\/\/www.techlane.it\/en\/blog\/the-must-haves-of-itsm-asset-service-request-and-incident-management\/","title":{"rendered":"The must-haves of ITSM: asset, service request and incident management"},"content":{"rendered":"<div>1. What is IT Service Management?<\/div>\n<div>\n<p>IT Service Management (i.e. ITSM) is the discipline that focuses on planning, designing and managing an organization&#8217;s information technology systems.<\/p>\n<\/div>\n<div>\n<p>Due to users&#8217; daily interactions with IT, ITSM is often mistakenly interpreted as basic IT support.<br \/>In reality, IT Service Management encompasses several processes:<\/p>\n<\/div>\n<ul>\n<li>\n<div>\n<h3><b>Asset management<\/b><\/h3>\n<p>The process to ensure that valuable business assets, whether tangible or intangible, are tracked and used correctly.<\/p><\/div>\n<\/li>\n<li>\n<div>\n<h3>Knowledge management<\/h3>\n<p><span style=\"font-weight: 400;\">An organization&#8217;s process for creating, curating, sharing and using knowledge, whether documented or tacit.<\/span><\/div>\n<\/li>\n<li>\n<div>\n<h3><b>Service Request management<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">The process for fulfilling user requests like device requests or password resets.<\/span><\/div>\n<\/li>\n<li>\n<div>\n<h3><b>Incident management<\/b><\/h3>\n<p>The process of managing IT service interruptions.<\/p><\/div>\n<\/li>\n<li>\n<div>\n<h3><b>Problem management<\/b><\/h3>\n<p>Process that involves identifying and managing the underlying causes of incidents and the best ways to prevent incidents from happening in the first place.<\/p><\/div>\n<\/li>\n<li>\n<div>\n<h3>Change management<\/h3>\n<p>Standardized procedures for the efficient and timely management of all changes to the IT infrastructure.<\/p><\/div>\n<\/li>\n<\/ul>\n<div>\n<p><span id=\"docs-internal-guid-3d214a5b-7fff-5f51-654e-496192a1a16d\"><span style=\"font-size: 12pt; font-family: Mulish, sans-serif; color: #000000; font-variant-numeric: normal; font-variant-east-asian: normal; font-variant-alternates: normal; font-variant-position: normal; font-variant-emoji: normal; vertical-align: baseline; white-space-collapse: preserve;\">This management overview gives us further confirmation of how the <\/span><span style=\"font-size: 12pt; font-family: Mulish, sans-serif; color: #000000; font-weight: bold; font-variant-numeric: normal; font-variant-east-asian: normal; font-variant-alternates: normal; font-variant-position: normal; font-variant-emoji: normal; vertical-align: baseline; white-space-collapse: preserve;\">role of IT<\/span><span style=\"font-size: 12pt; font-family: Mulish, sans-serif; color: #000000; font-variant-numeric: normal; font-variant-east-asian: normal; font-variant-alternates: normal; font-variant-position: normal; font-variant-emoji: normal; vertical-align: baseline; white-space-collapse: preserve;\"> has transformed over time, <\/span><span style=\"font-size: 12pt; font-family: Mulish, sans-serif; color: #000000; font-weight: bold; font-variant-numeric: normal; font-variant-east-asian: normal; font-variant-alternates: normal; font-variant-position: normal; font-variant-emoji: normal; vertical-align: baseline; white-space-collapse: preserve;\">moving from being of mere assistance to the business, to being the generator of a competitive advantage.<\/span><span style=\"font-size: 12pt; font-family: Mulish, sans-serif; color: #000000; font-variant-numeric: normal; font-variant-east-asian: normal; font-variant-alternates: normal; font-variant-position: normal; font-variant-emoji: normal; vertical-align: baseline; white-space-collapse: preserve;\"> This is why <\/span><span style=\"font-size: 12pt; font-family: Mulish, sans-serif; color: #000000; font-weight: bold; font-variant-numeric: normal; font-variant-east-asian: normal; font-variant-alternates: normal; font-variant-position: normal; font-variant-emoji: normal; vertical-align: baseline; white-space-collapse: preserve;\">ITSM is at the heart of the modernization of companies.<\/span><\/span><\/p>\n<\/div>\n<div>\n<p><b>Here, we will focus on the ITSM processes that are essential for businesses of all sizes on a daily basis: specifically, asset management, service request management and incident management.<\/b><\/p>\n<\/div>\n<div>2. IT asset management<\/div>\n<div>\n<p><strong>What is an IT asset?<\/strong><\/p>\n<\/div>\n<div>\n<p><b>An IT asset refers to the hardware, software systems, or any element that can generate, receive, or process digital information, supporting business operations.<\/b><\/p>\n<\/div>\n<div>\n<p><b>What is IT asset management?<\/b><\/p>\n<\/div>\n<div>\n<p><b>The process which guarantees that a company&#8217;s IT resources are tracked, managed and maintained, including proper disposal when necessary.<\/b><\/p>\n<\/div>\n<div>\n<p><b><span style=\"font-weight: 400;\">IT asset management <\/span>is a fundamental process that IT teams conduct regularly<span style=\"font-weight: 400;\">. <\/span><\/b><span style=\"font-weight: 400;\">Consider these scenarios: &#8220;Two employees had their computers stolen at a restaurant&#8221; or &#8220;Next month, 15 laptops will be replaced.&#8221;<\/span><\/p>\n<p><b><span style=\"font-weight: 400;\"><\/span><\/b><span style=\"font-weight: 400;\"><br \/><\/span><\/p>\n<p><span style=\"font-weight: 400;\">Furthermore, <\/span><b>users&#8217; expectations of customizing the tools they work with<\/b><span style=\"font-weight: 400;\"> &#8211; through marketplaces and app stores &#8211; pose <\/span><b>new challenges in terms of resource management.<br \/><\/b><span style=\"font-weight: 400;\">So, how to effectively manage company assets (see Figure 1)?<\/span><\/p>\n<\/div>\n<ul>\n<li>\n<div>\n<h3><b>Inventory<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">The resources the company owns, their locations and their purchase price;<\/span><\/div>\n<\/li>\n<li>\n<div>\n<h3><b>Life cycle costs<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">During a resource&#8217;s life, capital costs and various additional costs, such as maintenance and disposal, should be considered. Calculating life cycle costs makes the inventory accurate and useful;<\/span><\/div>\n<\/li>\n<li>\n<div>\n<h3><b>Tracking<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">The goal is to continuously monitor resources, contracts, license and warranty expirations. Tracking is also functional for maintenance, to understand the overall performance of the resource;<\/span><\/div>\n<\/li>\n<li>\n<div>\n<h3><b>Maintenance<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">The repair and upgrading of resources.<\/span><\/div>\n<\/li>\n<li>\n<div>\n<h3><b>Financial planning<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">With an accurate picture of resources and costs, it&#8217;s possible to determine the budget needed to maintain or improve service levels provided by the IT team for the most important resources.<\/span><\/div>\n<\/li>\n<\/ul>\n<p><img decoding=\"async\" src=\"\/wp-content\/uploads\/2025\/02\/i-must-have-dell-itsm.png\" alt=\"IT asset management process\"><\/p>\n<div>\n<p>Figure 1. IT asset management process<\/p>\n<\/p>\n<\/div>\n<div>2.1 Why is IT asset management fundamental?<\/div>\n<div>\n<p><span id=\"docs-internal-guid-957253eb-7fff-1191-9fca-6c7aa78bab69\"><span style=\"font-size: 12pt; font-family: Mulish, sans-serif; color: #000000; font-variant-numeric: normal; font-variant-east-asian: normal; font-variant-alternates: normal; font-variant-position: normal; font-variant-emoji: normal; vertical-align: baseline; white-space-collapse: preserve;\">Asset management is an important part of the overall strategy. It provides up-to-date information on the<\/span><span style=\"font-size: 12pt; font-family: Mulish, sans-serif; color: #000000; font-weight: bold; font-variant-numeric: normal; font-variant-east-asian: normal; font-variant-alternates: normal; font-variant-position: normal; font-variant-emoji: normal; vertical-align: baseline; white-space-collapse: preserve;\"> total cost of ownership (TCO)<\/span><span style=\"font-size: 12pt; font-family: Mulish, sans-serif; color: #000000; font-variant-numeric: normal; font-variant-east-asian: normal; font-variant-alternates: normal; font-variant-position: normal; font-variant-emoji: normal; vertical-align: baseline; white-space-collapse: preserve;\"> and optimizes resource utilization. It also allows you to:<\/span><\/span><\/p>\n<\/div>\n<ul>\n<li>\n<div>\n<h3><b>Making informed decisions<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Too often, no tool is used for information gathering and the result is chaos.<br \/><\/span><span>Asset management provides a single, <\/span><b>centralized repository <\/b><span>that enables IT teams, executives, and the company as a whole to make informed decisions.<\/span><\/p>\n<\/div>\n<\/li>\n<li>\n<div>\n<h3><b>Optimizing costs and reducing risks<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Given companies&#8217; increased reliance on cloud services and the expansion of phenomena such as Shadow IT, <\/span><b>the risk of over-provisioning and inactive licenses<\/b><span style=\"font-weight: 400;\"> is very high.<br \/><\/span><span>By utilizing greater levels of control and visibility, teams can <\/span><b>eliminate waste and strengthen compliance<\/b><span> with legal and security policies, reducing the risks the company is exposed to.<\/span><\/p>\n<\/div>\n<\/li>\n<li>\n<div>\n<h3><b>Generating competitive advantage<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">With the right data at their fingertips, IT teams can act quickly, anticipate the impact of changes, and <a href=\"https:\/\/www.techlane.it\/en\/blog\/itil-4-the-interconnection-between-it-and-other-teams-for-the-co-creation-of-added-value\/\" target=\"_blank\" rel=\"noopener\">generate a competitive advantage for the company<\/a>.<\/span><\/div>\n<\/li>\n<\/ul>\n<div>3. Service request management<\/div>\n<div>\n<p><span id=\"docs-internal-guid-16475687-7fff-5e5e-a52f-b8953e013572\"><span style=\"font-size: 13pt; font-family: Mulish, sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-variant-numeric: normal; font-variant-east-asian: normal; font-variant-alternates: normal; font-variant-position: normal; font-variant-emoji: normal; vertical-align: baseline; white-space-collapse: preserve;\">What is a service request?<\/span><\/span><\/p>\n<\/div>\n<div>\n<p><b>A formal request from a user for a new device or service, such as the need for a new laptop or software license, password reset, or application access.<\/b><\/p>\n<\/div>\n<div>\n<p><span id=\"docs-internal-guid-811a6e73-7fff-bf5c-3f53-7f6ed0e0d05d\"><span style=\"font-size: 13pt; font-family: Mulish, sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-variant-numeric: normal; font-variant-east-asian: normal; font-variant-alternates: normal; font-variant-position: normal; font-variant-emoji: normal; vertical-align: baseline; white-space-collapse: preserve;\">What is service request fulfillment?<\/span><\/span><\/p>\n<\/div>\n<div>\n<p>It is the process of resolving a user&#8217;s service request. The goal is to provide users with access to the IT services they need to ensure their productivity while providing the highest level of service quality.<\/p>\n<\/div>\n<div>\n<p><span id=\"docs-internal-guid-11f4d012-7fff-27b1-e818-c31020017572\"><span style=\"font-size: 12pt; font-family: Mulish, sans-serif; color: #000000; font-weight: bold; font-variant-numeric: normal; font-variant-east-asian: normal; font-variant-alternates: normal; font-variant-position: normal; font-variant-emoji: normal; vertical-align: baseline; white-space-collapse: preserve;\">Service requests are often low-risk and recurring:<\/span><span style=\"font-size: 12pt; font-family: Mulish, sans-serif; color: #000000; font-variant-numeric: normal; font-variant-east-asian: normal; font-variant-alternates: normal; font-variant-position: normal; font-variant-emoji: normal; vertical-align: baseline; white-space-collapse: preserve;\"> efficient IT teams follow repeatable procedures to manage them (see Figure 2):<\/span><\/span><\/p>\n<\/div>\n<ul>\n<li>\n<div><span style=\"font-weight: 400;\">A user requests assistance through the dedicated portal or via email.<\/span><\/div>\n<\/li>\n<li>\n<div><span style=\"font-weight: 400;\">The support team qualifies and assigns the request. If necessary, it submits the request for business approval.<\/span><\/div>\n<\/li>\n<li>\n<div><span style=\"font-weight: 400;\">An IT technician handles the fulfillment of the request.<\/span><\/div>\n<\/li>\n<li>\n<div><span style=\"font-weight: 400;\">After fulfilling the request, the technician consults the user to ensure they are satisfied and closes the ticket.<\/span><\/div>\n<\/li>\n<\/ul>\n<p><img decoding=\"async\" src=\"\/wp-content\/uploads\/2025\/02\/image1-1.png\" alt=\"\"><\/p>\n<div>\n<p>Figure 2. Service Request Fulfillment Process<\/p>\n<\/p>\n<\/div>\n<div>3.1 Benefits of an effective request fulfillment process<\/div>\n<ul>\n<li>\n<div>\n<h3><b>Improving operational efficiency<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Wait times are reduced and repetitive processes are automated: this translates into increased productivity for the IT team and therefore the company.<\/span><\/div>\n<\/li>\n<li>\n<div>\n<h3><b>Increasing user satisfaction<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Service request management has an <\/span><b>enabling value<\/b><span style=\"font-weight: 400;\">, being the process that <\/span><b>connects people to tools<\/b><span style=\"font-weight: 400;\">.<br \/><\/span><span style=\"font-weight: 400;\">A smoother user experience, with quick responses and high-quality service, is a key point for overcoming the challenges of today&#8217;s market.<\/span><\/p>\n<\/div>\n<\/li>\n<\/ul>\n<div>4. Incident management<\/div>\n<div>\n<p><b>What is an incident?<\/b><\/p>\n<\/div>\n<div>\n<p>An event that interrupts business continuity or reduces the quality of an IT service, affecting an individual user or the entire company and requiring an emergency response.<\/p>\n<\/div>\n<div>\n<p><b>What is incident management?<\/b><\/p>\n<\/div>\n<div>\n<p>It is the process of managing disruptions and restoring services in accordance with Service Level Agreements (SLAs).<\/p>\n<\/div>\n<div>\n<p><span style=\"font-weight: 400;\">The process ensures that any issue is r<\/span><b>esolved as quickly as possible and makes ticket management transparent.\u00a0<br \/><\/b><span style=\"font-weight: 400;\">It can be summarized as follows (see Figure 3):<\/span><\/p>\n<\/div>\n<ul>\n<li>\n<div>\n<h3><b>Incident logging<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Incident logging by the user through the communication channels authorized by the IT team. This action involves the automatic or manual creation of a ticket.<\/span><\/div>\n<\/li>\n<li>\n<div>\n<h3><b>Incident prioritization<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">This is a crucial step. <a href=\"https:\/\/www.techlane.it\/en\/blog\/itil-4-the-interconnection-between-it-and-other-teams-for-the-co-creation-of-added-value\/\" target=\"_blank\" rel=\"noopener\">The IT team analyzes the impact and urgency of the incident, determines its priority and applies the most appropriate SLA<\/a>.<br \/>The impact of an incident indicates the level of damage the issue will cause to the user or the company.<br \/><\/span><span style=\"font-weight: 400;\">Urgency indicates the period of time within which the incident should be resolved.<br \/><\/span><span style=\"font-weight: 400;\">Generally, severe incidents concern critical business services and require immediate resolutions. Minor incidents have an impact on the individual user.<\/span><\/p>\n<\/div>\n<\/li>\n<li>\n<div>\n<h3><b>Incident assignment<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Once the incident has been categorized and assigned a priority, it is directed to the most qualified technician or team to work on the problem.<\/span><\/div>\n<\/li>\n<li>\n<div>\n<h3><b>Incident management<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">The assigned technician handles the diagnosis of the problem.<br \/><\/span><span style=\"font-weight: 400;\">The incident can be divided into sub-activities if the resolution requires the contribution of multiple technicians or external parties (vendors, partners, etc.).<\/span><\/p>\n<\/div>\n<\/li>\n<li>\n<div>\n<h3><b>Incident resolution<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">An incident is considered resolved when the technician has developed a temporary solution or a definitive solution to the problem.<\/span><\/div>\n<\/li>\n<li>\n<div>\n<h3><b>Ticket closure<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">It is possible to close an incident once the problem has been resolved and the user is satisfied with the solution.<\/span><\/div>\n<\/li>\n<\/ul>\n<p><img decoding=\"async\" src=\"\/wp-content\/uploads\/2025\/02\/image1-2.png\" alt=\"\"><\/p>\n<div>\n<p>Figure 3. Incident resolution process<\/p>\n<\/div>\n<div>4.1 Additional benefits of the incident management process<\/div>\n<div>\n<p>In addition to the clear value of incident resolution, the incident management process brings many other business benefits:<\/p>\n<\/div>\n<ul>\n<li>\n<div>\n<h3><b>Faster resolution of known incidents<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">due to shared documentation of solutions to known problems;<\/span><\/div>\n<\/li>\n<li>\n<div>\n<h3><b>Performance evaluation<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">reporting allows you to monitor recurring incidents and identify underlying problems, balance workloads within the IT team, and lay the foundation for continuous improvement;<\/span><\/div>\n<\/li>\n<li>\n<div>\n<h3><b>Reduced risk of disruption to the business<br \/><\/b><\/h3>\n<p><span style=\"font-weight: 400;\">by quickly addressing and resolving incidents, the impact on overall operations is minimized.<\/span><\/div>\n<\/li>\n<\/ul>\n<p><!--more--><br \/>\n<!-- {\"type\":\"layout\",\"children\":[{\"type\":\"section\",\"props\":{\"image_position\":\"center-center\",\"padding\":\"small\",\"padding_remove_bottom\":false,\"padding_remove_top\":false,\"style\":\"default\",\"title_breakpoint\":\"xl\",\"title_position\":\"top-left\",\"title_rotation\":\"left\",\"vertical_align\":\"middle\",\"width\":\"default\"},\"children\":[{\"type\":\"row\",\"children\":[{\"type\":\"column\",\"props\":{\"css\":\".el-column{\\n\\tpadding-right:30px;\\n}\",\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\",\"vertical_align\":\"bottom\"},\"children\":[{\"type\":\"headline\",\"props\":{\"content\":\"1. What is IT Service Management?\",\"title_element\":\"div\",\"title_style\":\"h1\"}},{\"type\":\"text\",\"props\":{\"class\":\"contenutoevidenza\",\"column_breakpoint\":\"m\",\"content\":\"\n\n<p>IT Service Management (i.e. ITSM) is the discipline that focuses on planning, designing and managing an organization's information technology systems.<\\\/p>\",\"margin\":\"default\"},\"name\":\"Contenuto in evidenza\"},{\"type\":\"text\",\"props\":{\"column_breakpoint\":\"m\",\"content\":\"\n\n<p>Due to users' daily interactions with IT, ITSM is often mistakenly interpreted as basic IT support.<br \\\/>In reality, IT Service Management encompasses several processes:<\\\/p>\",\"margin\":\"default\"}}]}],\"props\":{\"column_gap\":\"large\",\"id\":\"introduzione\"}}],\"name\":\"Cos'\\u00e8 l'IT Service Management con Indice\"},{\"type\":\"section\",\"props\":{\"image_position\":\"center-center\",\"padding\":\"small\",\"padding_remove_bottom\":false,\"padding_remove_top\":true,\"style\":\"default\",\"title_breakpoint\":\"xl\",\"title_position\":\"top-left\",\"title_rotation\":\"left\",\"vertical_align\":\"middle\",\"width\":\"default\"},\"children\":[{\"type\":\"row\",\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\"},\"children\":[{\"type\":\"list\",\"props\":{\"column_breakpoint\":\"m\",\"image_align\":\"left\",\"image_svg_color\":\"emphasis\",\"image_vertical_align\":true,\"list_element\":\"ul\",\"list_horizontal_separator\":\", \",\"list_marker\":\"disc\",\"list_type\":\"vertical\",\"show_image\":true,\"show_link\":true},\"children\":[{\"type\":\"list_item\",\"props\":{\"content\":\"\n\n<h3><b>Asset management<\\\/b><\\\/h3>\\nThe process to ensure that valuable business assets, whether tangible or intangible, are tracked and used correctly.\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"\n\n<h3>Knowledge management<\\\/h3>\\n<span style=\\\"font-weight: 400;\\\">An organization's process for creating, curating, sharing and using knowledge, whether documented or tacit.<\\\/span>\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"\n\n<h3><b>Service Request management<\\\/b><\\\/h3>\\n<span style=\\\"font-weight: 400;\\\">The process for fulfilling user requests like device requests or password resets.<\\\/span>\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"\n\n<h3><b>Incident management<\\\/b><\\\/h3>\\nThe process of managing IT service interruptions.\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"\n\n<h3><b>Problem management<\\\/b><\\\/h3>\\nProcess that involves identifying and managing the underlying causes of incidents and the best ways to prevent incidents from happening in the first place.\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"\n\n<h3>Change management<\\\/h3>\\nStandardized procedures for the efficient and timely management of all changes to the IT infrastructure.\"}}]},{\"type\":\"text\",\"props\":{\"column_breakpoint\":\"m\",\"content\":\"\n\n<p><span id=\\\"docs-internal-guid-3d214a5b-7fff-5f51-654e-496192a1a16d\\\"><span style=\\\"font-size: 12pt; font-family: Mulish, sans-serif; color: #000000; font-variant-numeric: normal; font-variant-east-asian: normal; font-variant-alternates: normal; font-variant-position: normal; font-variant-emoji: normal; vertical-align: baseline; white-space-collapse: preserve;\\\">This management overview gives us further confirmation of how the <\\\/span><span style=\\\"font-size: 12pt; font-family: Mulish, sans-serif; color: #000000; font-weight: bold; font-variant-numeric: normal; font-variant-east-asian: normal; font-variant-alternates: normal; font-variant-position: normal; font-variant-emoji: normal; vertical-align: baseline; white-space-collapse: preserve;\\\">role of IT<\\\/span><span style=\\\"font-size: 12pt; font-family: Mulish, sans-serif; color: #000000; font-variant-numeric: normal; font-variant-east-asian: normal; font-variant-alternates: normal; font-variant-position: normal; font-variant-emoji: normal; vertical-align: baseline; white-space-collapse: preserve;\\\"> has transformed over time, <\\\/span><span style=\\\"font-size: 12pt; font-family: Mulish, sans-serif; color: #000000; font-weight: bold; font-variant-numeric: normal; font-variant-east-asian: normal; font-variant-alternates: normal; font-variant-position: normal; font-variant-emoji: normal; vertical-align: baseline; white-space-collapse: preserve;\\\">moving from being of mere assistance to the business, to being the generator of a competitive advantage.<\\\/span><span style=\\\"font-size: 12pt; font-family: Mulish, sans-serif; color: #000000; font-variant-numeric: normal; font-variant-east-asian: normal; font-variant-alternates: normal; font-variant-position: normal; font-variant-emoji: normal; vertical-align: baseline; white-space-collapse: preserve;\\\"> This is why <\\\/span><span style=\\\"font-size: 12pt; font-family: Mulish, sans-serif; color: #000000; font-weight: bold; font-variant-numeric: normal; font-variant-east-asian: normal; font-variant-alternates: normal; font-variant-position: normal; font-variant-emoji: normal; vertical-align: baseline; white-space-collapse: preserve;\\\">ITSM is at the heart of the modernization of companies.<\\\/span><\\\/span><\\\/p>\",\"margin\":\"default\"}},{\"type\":\"text\",\"props\":{\"class\":\"contenutoevidenza\",\"column_breakpoint\":\"m\",\"content\":\"\n\n<p><b>Here, we will focus on the ITSM processes that are essential for businesses of all sizes on a daily basis: specifically, asset management, service request management and incident management.<\\\/b><\\\/p>\",\"margin\":\"default\"},\"name\":\"Contenuto in evidenza\"}]}],\"props\":{\"id\":\"it-service-management\"}}],\"name\":\"Cos\\u2019\\u00e8 l\\u2019IT Service Management?\"},{\"type\":\"section\",\"props\":{\"image_position\":\"center-center\",\"padding\":\"small\",\"padding_remove_bottom\":false,\"padding_remove_top\":false,\"style\":\"default\",\"title_breakpoint\":\"xl\",\"title_position\":\"top-left\",\"title_rotation\":\"left\",\"vertical_align\":\"middle\",\"width\":\"default\"},\"children\":[{\"type\":\"row\",\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\"},\"children\":[{\"type\":\"headline\",\"props\":{\"content\":\"2. IT asset management\",\"title_element\":\"div\",\"title_style\":\"h1\"}},{\"type\":\"text\",\"props\":{\"column_breakpoint\":\"m\",\"content\":\"\n\n<p><strong>What is an IT asset?<\\\/strong><\\\/p>\",\"margin\":\"default\"}},{\"type\":\"text\",\"props\":{\"class\":\"contenutoevidenza\",\"column_breakpoint\":\"m\",\"content\":\"\n\n<p><b>An IT asset refers to the hardware, software systems, or any element that can generate, receive, or process digital information, supporting business operations.<\\\/b><\\\/p>\",\"margin\":\"default\"},\"name\":\"Contenuto in evidenza\"},{\"type\":\"text\",\"props\":{\"column_breakpoint\":\"m\",\"content\":\"\n\n<p><b>What is IT asset management?<\\\/b><\\\/p>\",\"margin\":\"default\"}},{\"type\":\"text\",\"props\":{\"class\":\"contenutoevidenza\",\"column_breakpoint\":\"m\",\"content\":\"\n\n<p><b>The process which guarantees that a company's IT resources are tracked, managed and maintained, including proper disposal when necessary.<\\\/b><\\\/p>\",\"margin\":\"default\"},\"name\":\"Contenuto in evidenza\"},{\"type\":\"text\",\"props\":{\"column_breakpoint\":\"m\",\"content\":\"\n\n<p><b><span style=\\\"font-weight: 400;\\\">IT asset management <\\\/span>is a fundamental process that IT teams conduct regularly<span style=\\\"font-weight: 400;\\\">. <\\\/span><\\\/b><span style=\\\"font-weight: 400;\\\">Consider these scenarios: \\\"Two employees had their computers stolen at a restaurant\\\" or \\\"Next month, 15 laptops will be replaced.\\\"<\\\/span><\\\/p>\\n\n\n<p><b><span style=\\\"font-weight: 400;\\\"><\\\/span><\\\/b><span style=\\\"font-weight: 400;\\\"><br \\\/><\\\/span><\\\/p>\\n\n\n<p><span style=\\\"font-weight: 400;\\\">Furthermore, <\\\/span><b>users' expectations of customizing the tools they work with<\\\/b><span style=\\\"font-weight: 400;\\\"> - through marketplaces and app stores - pose <\\\/span><b>new challenges in terms of resource management.<br \\\/><\\\/b><span style=\\\"font-weight: 400;\\\">So, how to effectively manage company assets (see Figure 1)?<\\\/span><\\\/p>\",\"margin\":\"default\"}}]}],\"props\":{\"id\":\"asset-it\"}},{\"type\":\"row\",\"props\":{\"layout\":\"2-3,1-3\"},\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\",\"width_medium\":\"2-3\"},\"children\":[{\"type\":\"list\",\"props\":{\"column_breakpoint\":\"m\",\"image_align\":\"left\",\"image_svg_color\":\"emphasis\",\"image_vertical_align\":true,\"list_element\":\"ul\",\"list_horizontal_separator\":\", \",\"list_marker\":\"disc\",\"list_type\":\"vertical\",\"show_image\":true,\"show_link\":true},\"children\":[{\"type\":\"list_item\",\"props\":{\"content\":\"\n\n<h3><b>Inventory<\\\/b><\\\/h3>\\n<span style=\\\"font-weight: 400;\\\">The resources the company owns, their locations and their purchase price;<\\\/span>\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"\n\n<h3><b>Life cycle costs<\\\/b><\\\/h3>\\n<span style=\\\"font-weight: 400;\\\">During a resource's life, capital costs and various additional costs, such as maintenance and disposal, should be considered. Calculating life cycle costs makes the inventory accurate and useful;<\\\/span>\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"\n\n<h3><b>Tracking<\\\/b><\\\/h3>\\n<span style=\\\"font-weight: 400;\\\">The goal is to continuously monitor resources, contracts, license and warranty expirations. Tracking is also functional for maintenance, to understand the overall performance of the resource;<\\\/span>\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"\n\n<h3><b>Maintenance<\\\/b><\\\/h3>\\n<span style=\\\"font-weight: 400;\\\">The repair and upgrading of resources.<\\\/span>\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"\n\n<h3><b>Financial planning<\\\/b><\\\/h3>\\n<span style=\\\"font-weight: 400;\\\">With an accurate picture of resources and costs, it's possible to determine the budget needed to maintain or improve service levels provided by the IT team for the most important resources.<\\\/span>\"}}]}]},{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\",\"width_medium\":\"1-3\"},\"children\":[{\"type\":\"image\",\"props\":{\"image\":\"\\\/wp-content\\\/uploads\\\/2025\\\/02\\\/i-must-have-dell-itsm.png\",\"image_alt\":\"IT asset management process\",\"image_svg_color\":\"emphasis\",\"image_width\":500,\"margin\":\"default\",\"text_align\":\"center\"}},{\"type\":\"text\",\"props\":{\"column_breakpoint\":\"m\",\"content\":\"\n\n<p>Figure 1. IT asset management process<\\\/p>\\n\n\n<p><\\\/p>\",\"margin\":\"default\",\"text_align\":\"center\"}}]}]},{\"type\":\"row\",\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\"},\"children\":[{\"type\":\"headline\",\"props\":{\"content\":\"2.1 Why is IT asset management fundamental?\",\"title_element\":\"div\",\"title_style\":\"h2\"},\"name\":\"Sottosezione\"},{\"type\":\"text\",\"props\":{\"column_breakpoint\":\"m\",\"content\":\"\n\n<p><span id=\\\"docs-internal-guid-957253eb-7fff-1191-9fca-6c7aa78bab69\\\"><span style=\\\"font-size: 12pt; font-family: Mulish, sans-serif; color: #000000; font-variant-numeric: normal; font-variant-east-asian: normal; font-variant-alternates: normal; font-variant-position: normal; font-variant-emoji: normal; vertical-align: baseline; white-space-collapse: preserve;\\\">Asset management is an important part of the overall strategy. It provides up-to-date information on the<\\\/span><span style=\\\"font-size: 12pt; font-family: Mulish, sans-serif; color: #000000; font-weight: bold; font-variant-numeric: normal; font-variant-east-asian: normal; font-variant-alternates: normal; font-variant-position: normal; font-variant-emoji: normal; vertical-align: baseline; white-space-collapse: preserve;\\\"> total cost of ownership (TCO)<\\\/span><span style=\\\"font-size: 12pt; font-family: Mulish, sans-serif; color: #000000; font-variant-numeric: normal; font-variant-east-asian: normal; font-variant-alternates: normal; font-variant-position: normal; font-variant-emoji: normal; vertical-align: baseline; white-space-collapse: preserve;\\\"> and optimizes resource utilization. It also allows you to:<\\\/span><\\\/span><\\\/p>\",\"margin\":\"default\"}},{\"type\":\"list\",\"props\":{\"column_breakpoint\":\"m\",\"image_align\":\"left\",\"image_svg_color\":\"emphasis\",\"image_vertical_align\":true,\"list_element\":\"ul\",\"list_horizontal_separator\":\", \",\"list_marker\":\"disc\",\"list_type\":\"vertical\",\"show_image\":true,\"show_link\":true},\"children\":[{\"type\":\"list_item\",\"props\":{\"content\":\"\n\n<h3><b>Making informed decisions<\\\/b><\\\/h3>\\n\n\n<p><span style=\\\"font-weight: 400;\\\">Too often, no tool is used for information gathering and the result is chaos.<br \\\/><\\\/span><span>Asset management provides a single, <\\\/span><b>centralized repository <\\\/b><span>that enables IT teams, executives, and the company as a whole to make informed decisions.<\\\/span><\\\/p>\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"\n\n<h3><b>Optimizing costs and reducing risks<\\\/b><\\\/h3>\\n\n\n<p><span style=\\\"font-weight: 400;\\\">Given companies' increased reliance on cloud services and the expansion of phenomena such as Shadow IT, <\\\/span><b>the risk of over-provisioning and inactive licenses<\\\/b><span style=\\\"font-weight: 400;\\\"> is very high.<br \\\/><\\\/span><span>By utilizing greater levels of control and visibility, teams can <\\\/span><b>eliminate waste and strengthen compliance<\\\/b><span> with legal and security policies, reducing the risks the company is exposed to.<\\\/span><\\\/p>\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"\n\n<h3><b>Generating competitive advantage<\\\/b><\\\/h3>\\n<span style=\\\"font-weight: 400;\\\">With the right data at their fingertips, IT teams can act quickly, anticipate the impact of changes, and <a href=\\\"https:\\\/\\\/www.techlane.it\\\/en\\\/blog\\\/itil-4-the-interconnection-between-it-and-other-teams-for-the-co-creation-of-added-value\\\/\\\" target=\\\"_blank\\\" rel=\\\"noopener\\\">generate a competitive advantage for the company<\\\/a>.<\\\/span>\"}}]}]}],\"props\":{\"id\":\"perche-gli-asset\"}}],\"name\":\"Gestione degli asset IT\"},{\"type\":\"section\",\"props\":{\"id\":\"componenti-it\",\"image_position\":\"center-center\",\"padding\":\"small\",\"padding_remove_bottom\":false,\"padding_remove_top\":false,\"style\":\"default\",\"title_breakpoint\":\"xl\",\"title_position\":\"top-left\",\"title_rotation\":\"left\",\"vertical_align\":\"middle\",\"width\":\"default\"},\"children\":[{\"type\":\"row\",\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\"},\"children\":[{\"type\":\"headline\",\"props\":{\"content\":\"3. Service request management\",\"title_element\":\"div\",\"title_style\":\"h1\"}},{\"type\":\"text\",\"props\":{\"column_breakpoint\":\"m\",\"content\":\"\n\n<p><span id=\\\"docs-internal-guid-16475687-7fff-5e5e-a52f-b8953e013572\\\"><span style=\\\"font-size: 13pt; font-family: Mulish, sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-variant-numeric: normal; font-variant-east-asian: normal; font-variant-alternates: normal; font-variant-position: normal; font-variant-emoji: normal; vertical-align: baseline; white-space-collapse: preserve;\\\">What is a service request?<\\\/span><\\\/span><\\\/p>\",\"margin\":\"default\"}},{\"type\":\"text\",\"props\":{\"class\":\"contenutoevidenza\",\"column_breakpoint\":\"m\",\"content\":\"\n\n<p><b>A formal request from a user for a new device or service, such as the need for a new laptop or software license, password reset, or application access.<\\\/b><\\\/p>\",\"margin\":\"default\"},\"name\":\"Contenuto in evidenza\"},{\"type\":\"text\",\"props\":{\"column_breakpoint\":\"m\",\"content\":\"\n\n<p><span id=\\\"docs-internal-guid-811a6e73-7fff-bf5c-3f53-7f6ed0e0d05d\\\"><span style=\\\"font-size: 13pt; font-family: Mulish, sans-serif; color: #000000; background-color: transparent; font-weight: bold; font-variant-numeric: normal; font-variant-east-asian: normal; font-variant-alternates: normal; font-variant-position: normal; font-variant-emoji: normal; vertical-align: baseline; white-space-collapse: preserve;\\\">What is service request fulfillment?<\\\/span><\\\/span><\\\/p>\",\"margin\":\"default\"}},{\"type\":\"text\",\"props\":{\"class\":\"contenutoevidenza\",\"column_breakpoint\":\"m\",\"content\":\"\n\n<p>It is the process of resolving a user's service request. The goal is to provide users with access to the IT services they need to ensure their productivity while providing the highest level of service quality.<\\\/p>\",\"margin\":\"default\"},\"name\":\"Contenuto in evidenza\"}]}],\"props\":{\"id\":\"richieste-di-assistenza\"}},{\"type\":\"row\",\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\"},\"children\":[{\"type\":\"text\",\"props\":{\"column_breakpoint\":\"m\",\"content\":\"\n\n<p><span id=\\\"docs-internal-guid-11f4d012-7fff-27b1-e818-c31020017572\\\"><span style=\\\"font-size: 12pt; font-family: Mulish, sans-serif; color: #000000; font-weight: bold; font-variant-numeric: normal; font-variant-east-asian: normal; font-variant-alternates: normal; font-variant-position: normal; font-variant-emoji: normal; vertical-align: baseline; white-space-collapse: preserve;\\\">Service requests are often low-risk and recurring:<\\\/span><span style=\\\"font-size: 12pt; font-family: Mulish, sans-serif; color: #000000; font-variant-numeric: normal; font-variant-east-asian: normal; font-variant-alternates: normal; font-variant-position: normal; font-variant-emoji: normal; vertical-align: baseline; white-space-collapse: preserve;\\\"> efficient IT teams follow repeatable procedures to manage them (see Figure 2):<\\\/span><\\\/span><\\\/p>\",\"margin\":\"default\"}},{\"type\":\"list\",\"props\":{\"column_breakpoint\":\"m\",\"image_align\":\"left\",\"image_svg_color\":\"emphasis\",\"image_vertical_align\":true,\"list_element\":\"ul\",\"list_horizontal_separator\":\", \",\"list_marker\":\"disc\",\"list_type\":\"vertical\",\"show_image\":true,\"show_link\":true},\"children\":[{\"type\":\"list_item\",\"props\":{\"content\":\"<span style=\\\"font-weight: 400;\\\">A user requests assistance through the dedicated portal or via email.<\\\/span>\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"<span style=\\\"font-weight: 400;\\\">The support team qualifies and assigns the request. If necessary, it submits the request for business approval.<\\\/span>\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"<span style=\\\"font-weight: 400;\\\">An IT technician handles the fulfillment of the request.<\\\/span>\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"<span style=\\\"font-weight: 400;\\\">After fulfilling the request, the technician consults the user to ensure they are satisfied and closes the ticket.<\\\/span>\"}}]}]}]},{\"type\":\"row\",\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\"},\"children\":[{\"type\":\"image\",\"props\":{\"image\":\"wp-content\\\/uploads\\\/2025\\\/02\\\/image1-1.png\",\"image_svg_color\":\"emphasis\",\"image_width\":500,\"margin\":\"default\",\"text_align\":\"center\"}},{\"type\":\"text\",\"props\":{\"column_breakpoint\":\"m\",\"content\":\"\n\n<p>Figure 2. Service Request Fulfillment Process<\\\/p>\\n\n\n<p><\\\/p>\",\"margin\":\"default\",\"text_align\":\"center\"}}]}]},{\"type\":\"row\",\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\"},\"children\":[{\"type\":\"headline\",\"props\":{\"content\":\"3.1 Benefits of an effective request fulfillment process\",\"title_element\":\"div\",\"title_style\":\"h2\"},\"name\":\"Sottosezione\"},{\"type\":\"list\",\"props\":{\"column_breakpoint\":\"m\",\"image_align\":\"left\",\"image_svg_color\":\"emphasis\",\"image_vertical_align\":true,\"list_element\":\"ul\",\"list_horizontal_separator\":\", \",\"list_marker\":\"disc\",\"list_type\":\"vertical\",\"show_image\":true,\"show_link\":true},\"children\":[{\"type\":\"list_item\",\"props\":{\"content\":\"\n\n<h3><b>Improving operational efficiency<\\\/b><\\\/h3>\\n<span style=\\\"font-weight: 400;\\\">Wait times are reduced and repetitive processes are automated: this translates into increased productivity for the IT team and therefore the company.<\\\/span>\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"\n\n<h3><b>Increasing user satisfaction<\\\/b><\\\/h3>\\n\n\n<p><span style=\\\"font-weight: 400;\\\">Service request management has an <\\\/span><b>enabling value<\\\/b><span style=\\\"font-weight: 400;\\\">, being the process that <\\\/span><b>connects people to tools<\\\/b><span style=\\\"font-weight: 400;\\\">.<br \\\/><\\\/span><span style=\\\"font-weight: 400;\\\">A smoother user experience, with quick responses and high-quality service, is a key point for overcoming the challenges of today's market.<\\\/span><\\\/p>\"}}]}]}],\"props\":{\"id\":\"benefici-richieste-di-assistenza\"}}],\"name\":\"Gestione delle richieste di assistenza\"},{\"type\":\"section\",\"props\":{\"image_position\":\"center-center\",\"padding_remove_top\":true,\"style\":\"default\",\"title_breakpoint\":\"xl\",\"title_position\":\"top-left\",\"title_rotation\":\"left\",\"vertical_align\":\"middle\",\"width\":\"default\"},\"children\":[{\"type\":\"row\",\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\"},\"children\":[{\"type\":\"headline\",\"props\":{\"content\":\"4. Incident management\",\"title_element\":\"div\",\"title_style\":\"h1\"}},{\"type\":\"text\",\"props\":{\"column_breakpoint\":\"m\",\"content\":\"\n\n<p><b>What is an incident?<\\\/b><\\\/p>\",\"margin\":\"default\"}},{\"type\":\"text\",\"props\":{\"class\":\"contenutoevidenza\",\"column_breakpoint\":\"m\",\"content\":\"\n\n<p>An event that interrupts business continuity or reduces the quality of an IT service, affecting an individual user or the entire company and requiring an emergency response.<\\\/p>\",\"margin\":\"default\"},\"name\":\"Contenuto in evidenza\"},{\"type\":\"text\",\"props\":{\"column_breakpoint\":\"m\",\"content\":\"\n\n<p><b>What is incident management?<\\\/b><\\\/p>\",\"margin\":\"default\"}},{\"type\":\"text\",\"props\":{\"class\":\"contenutoevidenza\",\"column_breakpoint\":\"m\",\"content\":\"\n\n<p>It is the process of managing disruptions and restoring services in accordance with Service Level Agreements (SLAs).<\\\/p>\",\"margin\":\"default\"},\"name\":\"Contenuto in evidenza\"},{\"type\":\"text\",\"props\":{\"column_breakpoint\":\"m\",\"content\":\"\n\n<p><span style=\\\"font-weight: 400;\\\">The process ensures that any issue is r<\\\/span><b>esolved as quickly as possible and makes ticket management transparent.\\u00a0<br \\\/><\\\/b><span style=\\\"font-weight: 400;\\\">It can be summarized as follows (see Figure 3):<\\\/span><\\\/p>\",\"margin\":\"default\"}}]}],\"props\":{\"id\":\"gestione-incidenti\"}},{\"type\":\"row\",\"props\":{\"layout\":\"2-3,1-3\"},\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\",\"width_medium\":\"2-3\"},\"children\":[{\"type\":\"list\",\"props\":{\"column_breakpoint\":\"m\",\"image_align\":\"left\",\"image_svg_color\":\"emphasis\",\"image_vertical_align\":true,\"list_element\":\"ul\",\"list_horizontal_separator\":\", \",\"list_marker\":\"disc\",\"list_type\":\"vertical\",\"show_image\":true,\"show_link\":true},\"children\":[{\"type\":\"list_item\",\"props\":{\"content\":\"\n\n<h3><b>Incident logging<\\\/b><\\\/h3>\\n<span style=\\\"font-weight: 400;\\\">Incident logging by the user through the communication channels authorized by the IT team. This action involves the automatic or manual creation of a ticket.<\\\/span>\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"\n\n<h3><b>Incident prioritization<\\\/b><\\\/h3>\\n\n\n<p><span style=\\\"font-weight: 400;\\\">This is a crucial step. <a href=\\\"https:\\\/\\\/www.techlane.it\\\/en\\\/blog\\\/itil-4-the-interconnection-between-it-and-other-teams-for-the-co-creation-of-added-value\\\/\\\" target=\\\"_blank\\\" rel=\\\"noopener\\\">The IT team analyzes the impact and urgency of the incident, determines its priority and applies the most appropriate SLA<\\\/a>.<br \\\/>The impact of an incident indicates the level of damage the issue will cause to the user or the company.<br \\\/><\\\/span><span style=\\\"font-weight: 400;\\\">Urgency indicates the period of time within which the incident should be resolved.<br \\\/><\\\/span><span style=\\\"font-weight: 400;\\\">Generally, severe incidents concern critical business services and require immediate resolutions. Minor incidents have an impact on the individual user.<\\\/span><\\\/p>\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"\n\n<h3><b>Incident assignment<\\\/b><\\\/h3>\\n<span style=\\\"font-weight: 400;\\\">Once the incident has been categorized and assigned a priority, it is directed to the most qualified technician or team to work on the problem.<\\\/span>\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"\n\n<h3><b>Incident management<\\\/b><\\\/h3>\\n\n\n<p><span style=\\\"font-weight: 400;\\\">The assigned technician handles the diagnosis of the problem.<br \\\/><\\\/span><span style=\\\"font-weight: 400;\\\">The incident can be divided into sub-activities if the resolution requires the contribution of multiple technicians or external parties (vendors, partners, etc.).<\\\/span><\\\/p>\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"\n\n<h3><b>Incident resolution<\\\/b><\\\/h3>\\n<span style=\\\"font-weight: 400;\\\">An incident is considered resolved when the technician has developed a temporary solution or a definitive solution to the problem.<\\\/span>\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"\n\n<h3><b>Ticket closure<\\\/b><\\\/h3>\\n<span style=\\\"font-weight: 400;\\\">It is possible to close an incident once the problem has been resolved and the user is satisfied with the solution.<\\\/span>\"}}]}]},{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\",\"width_medium\":\"1-3\"},\"children\":[{\"type\":\"image\",\"props\":{\"image\":\"wp-content\\\/uploads\\\/2025\\\/02\\\/image1-2.png\",\"image_svg_color\":\"emphasis\",\"image_width\":450,\"margin\":\"default\",\"text_align\":\"center\"}},{\"type\":\"text\",\"props\":{\"column_breakpoint\":\"m\",\"content\":\"\n\n<p>Figure 3. Incident resolution process<\\\/p>\",\"margin\":\"default\",\"text_align\":\"center\"}}]}]},{\"type\":\"row\",\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\"},\"children\":[{\"type\":\"headline\",\"props\":{\"content\":\"4.1 Additional benefits of the incident management process\",\"title_element\":\"div\",\"title_style\":\"h2\"},\"name\":\"Sottosezione\"},{\"type\":\"text\",\"props\":{\"column_breakpoint\":\"m\",\"content\":\"\n\n<p>In addition to the clear value of incident resolution, the incident management process brings many other business benefits:<\\\/p>\",\"margin\":\"default\"}},{\"type\":\"list\",\"props\":{\"column_breakpoint\":\"m\",\"image_align\":\"left\",\"image_svg_color\":\"emphasis\",\"image_vertical_align\":true,\"list_element\":\"ul\",\"list_horizontal_separator\":\", \",\"list_marker\":\"disc\",\"list_type\":\"vertical\",\"show_image\":true,\"show_link\":true},\"children\":[{\"type\":\"list_item\",\"props\":{\"content\":\"\n\n<h3><b>Faster resolution of known incidents<\\\/b><\\\/h3>\\n<span style=\\\"font-weight: 400;\\\">due to shared documentation of solutions to known problems;<\\\/span>\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"\n\n<h3><b>Performance evaluation<\\\/b><\\\/h3>\\n<span style=\\\"font-weight: 400;\\\">reporting allows you to monitor recurring incidents and identify underlying problems, balance workloads within the IT team, and lay the foundation for continuous improvement;<\\\/span>\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"\n\n<h3><b>Reduced risk of disruption to the business<br \\\/><\\\/b><\\\/h3>\\n<span style=\\\"font-weight: 400;\\\">by quickly addressing and resolving incidents, the impact on overall operations is minimized.<\\\/span>\"}}]}]}],\"props\":{\"id\":\"vantaggi-gestione-incidenti\"}}],\"name\":\"Gestione degli incidenti\"}],\"version\":\"4.5.12\"} --><\/p>\n","protected":false},"excerpt":{"rendered":"<p>1. What is IT Service Management? IT Service Management (i.e. ITSM) is the discipline that focuses on planning, designing and managing an organization&#8217;s information technology systems. Due to users&#8217; daily interactions with IT, ITSM is often mistakenly interpreted as basic IT support.In reality, IT Service Management encompasses several processes: Asset management The process to ensure [&hellip;]<\/p>\n","protected":false},"featured_media":6765,"comment_status":"closed","ping_status":"closed","template":"","categories":[64,66],"tags":[],"class_list":["post-6776","risorse-techlane","type-risorse-techlane","status-publish","has-post-thumbnail","hentry","category-it-management","category-it-strategy-business"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>The must-haves of ITSM: asset, service request and incident management - Techlane Blog<\/title>\n<meta name=\"description\" content=\"Guide to business essential ITSM processes: asset management, request fulfillment, and incident management. 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