The document summarizes an ITSM implementation project at an organization with 120 employees. The project formalized the incident management process, created documentation, implemented an automated service desk and incident tracking system, and trained staff. As a result, incident response improved, responsibilities were clarified, and customer satisfaction with IT services increased. Next steps include continuing to improve processes and implement additional ITIL components to further enhance IT service management.

1. The organization of Service Desk and Incident Management implementation Oleksandr Vinnytskyi ITSM Manager IT-consulting http://it-consulting.incom.ua

9. Software Network Hardware Technical specialists ( 3-d line support ) Service Desk Incident Manager 1-st line support Customers 2-d line support Service Desk Structure

10. Technological solutions

11. Created documentation

13. Now Before Maturity level of the Incident management The process is designed and implemented

14. Further development

15. Thank you for your attention