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IT Service Management

IT Service Management is your internal IT desk, built on ITIL 4 practices. Employees raise incidents and request services from a self-service portal, the mobile app, email or Sangam. IT agents work queues against SLAs on your business hours, change managers run changes through risk scoring and CAB approval, and the CMDB maps how your services depend on each other, building on the IT assets you already keep in Workplace. It is separate from Support, which is for your customers.

Who uses it​

  • Employee: every internal member can use the portal to raise and track tickets, request catalogue items, approve requests, rate resolved tickets and read knowledge articles. Managers can raise requests on behalf of their reports.
  • IT agent: works tickets for their groups, handles problems and tasks, drafts articles, edits the CMDB and acknowledges on-call pages. Agents can be limited to their groups and to requesters' locations.
  • Change manager: runs changes, CAB approvals, the change calendar, blackout windows and releases.
  • ITSM admin: sets up everything: groups, categories, SLAs, the catalogue, rules, channels, knowledge approval and reports.

Before you start​

  • Your company is set up in Thoshika and IT Service Management is switched on for it.
  • People is on for requesters, managers, locations, holiday calendars and joiner, mover and leaver events.
  • Workplace is on if you want hardware in the CMDB linked to your IT asset register.
  • Forms is on if you want to build catalogue item forms with the full form builder.
  • Sangam is on if you want to raise incidents from chat and run major incidents in a war room.
  • Agents, change managers and admins are given their roles.

Set up​

  1. Groups and agents. Create IT groups (service desk, infrastructure, applications and so on), add agents, choose the assignment mode (manual, round robin or load balanced) and set a group lead.
  2. Categories and priority. Build the incident and request category tree with default groups, and review the impact by urgency matrix.
  3. Business hours and SLAs. Set working hours (IST by default) and link a People location for state holidays. Review the SLA policies per priority and add OLAs for groups if you use them.
  4. Channels. Copy the inbound email addresses for the company and for each group, and create tokens for monitoring alerts, heartbeats, discovery and the deployment gate.
  5. Catalogue. Add categories and items with a form, approval chain, fulfilment group and task templates. Set up bundles such as a new joiner IT kit.
  6. Joiner, mover and leaver. Choose which bundles open automatically when People records a hire, a move or an exit.
  7. CMDB. Import configuration items and relationships from CSV, link hardware to Workplace assets, and define your business services.
  8. Change settings. Add change templates for standard changes, CAB members and blackout windows.
  9. On-call. Create rotations per group and escalation policies.
  10. Knowledge. Import or write your first articles and publish them through review.

Key workflows​

Resolve an incident​

  1. An employee reports an issue in the portal. Suggested articles appear as they type; if none helps, they submit.
  2. The ticket gets a priority from impact and urgency and is routed to a group and agent.
  3. The agent works it with replies, internal notes, tasks and time entries. Setting it to pending pauses the SLA clock.
  4. The agent resolves it with a resolution code. The employee is asked to rate it and can reopen it if the problem returns.

Fulfil a service request​

  1. An employee picks an item from the catalogue and fills in its form.
  2. Approvals run as the item defines, for example the manager and then the IT group lead.
  3. On approval, fulfilment tasks open in order or in parallel. A hardware task can check out a ready laptop from Workplace to the requester.
  4. The request resolves when every task is done.

Run a normal change​

  1. Create the change with plans for implementation, backout, testing and communication, and the affected items.
  2. Answer the risk questionnaire. The risk level decides the approval chain.
  3. Check the calendar for collisions on the same item or service and for blackout windows.
  4. Submit for CAB approval. Once approved, the change is scheduled; pipelines asking the deployment gate are allowed only inside its window.
  5. Implement, then record the outcome in the review.

Handle a major incident​

  1. From a P1 or P2 incident, declare a major incident and name the commander and communications lead.
  2. A Sangam channel and meeting room are created for responders.
  3. Send templated stakeholder updates; impacted services show on the status board.
  4. After resolution, complete the post-incident review. The timeline is built automatically; add root cause and actions, and raise a problem if needed.

Respond to an on-call page​

  1. A P1, a major incident, a monitoring alert or a missed heartbeat pages the on-call person by push and in-app notification.
  2. Acknowledge from the mobile app or the web. Unacknowledged pages escalate to the next level after the set delay.

India specifics​

  • Business hours default to IST and use state holiday calendars from People locations.
  • Festive change freezes can be set as blackout windows on the change calendar.

Works with other apps​

  • Workplace: IT assets in the CMDB and asset checkout during fulfilment.
  • People: requesters, managers, holidays, leave and joiner, mover and leaver events.
  • Sangam: incident intake from chat and major incident war rooms.
  • Forms: catalogue item forms and incidents raised by form rules.
  • Projects: tasks from changes and problems.
  • Analytics: ticket, change and problem figures for cross-app reports.
  • The mobile app gives agents their queue and on-call acknowledgement, and employees the portal.

Next steps​