IT Service Management, ITIL and the Service Desk

Welcome to Module sixteen of the Foundational IT programme. Today we are exploring IT Service Management, the ITIL framework, and the Service Desk. Think about the last time something stopped working at your college or office. Maybe the Wi-Fi dropped, or your laptop refused to log in. You reported it, someone picked it up, and eventually it was fixed. That quiet journey, from a problem to a solution, is IT Service Management in action. Behind every smooth fix is a process. Who logs the issue? Who decides how urgent it is? Who fixes it, and how do we stop it from happening again? ITIL gives organisations a proven set of practices to answer these questions, and the Service Desk is where it all begins. It is the single point of contact between users and the IT team. By the end of this session, you will understand incidents, requests, problems and changes, and you will see how AI is making service desks faster, smarter and more helpful. Grab a notebook and some chai, and let's begin.