Design and Development:

ITSM is the actual practice, or professional discipline, of managing IT operations as a service, this is provide guidance for ITSM

Support and benefits realization:

ITSM service desk gives leaders & managers better oversight of their team activities, while the core team is able to handle and resolve any issue that may occur or has occurred actively as ITSM streamlines them.

For example: Service desk’s ticketing system is the single-point-of-contact for the end user for reporting their issues activities.

Client Satisfaction (Solution)

Satisfaction is about PERCEPTION. So, it is not about real objective quality of service, it is about how customer sees that quality. There are cases when a customer sees the service much better than it is, and also, sometimes the service is perceived much worse than it is in reality, usually due to bad communication, or a few isolated cases that Customer interacts with service and compares its quality. To what? Not necessarily to a previous or existing service provider service, but always to his own EXPECTATIONS.

Customer satisfaction = Perception - Expectation

First, customer satisfaction is the driving goal for service desk teams. The best teams are always working to maximize customer satisfaction, ensuring that customers consistently have what they need when they need it, and satisfying customer expectations.

Since service desk teams are always working to develop methods to increase customer satisfaction and loyalty, it logically follows that they should collect data around these same metrics. Once Customer Satisfaction the process will terminate