ITSM & ITIL basics

Topic 05 · Service Desk Fundamentals

ITSM & ITIL basics

The shared language. Almost every Service Desk runs on ITSM concepts, usually framed by ITIL. Knowing the core terms lets you read processes and talk to other teams precisely.

In this topic

1. 01What ITSM & ITIL are1 min
2. 02Core definitions2 min
3. 03Key practices at a glance1 min
4. 04Service catalogue & service levels1 min
5. 05Restore service vs root cause1 min

What you'll learn

• Define the core terms: incident, service request, problem, change, asset, configuration item.
• Distinguish restoring service (incident) from removing root cause (problem).
• See how correct classification drives routing and SLAs.

Coming soon