It is necessary to move away from the concept of managing IT systems as before and shift its mission to a business partner who provides useful IT services as customers to all users in the company. IT service management holds the key. It standardizes, visualizes and automates each business process that has been made based on personal judgment or occasional judgment from time to time, improves the quality of IT services, eliminates unnecessary work, and eliminates the unnecessary work. The first step of ITIL introduction is from the service desk.”]
Source: https://hackercombat.com/fundamental-need-for-a-productive-itsm/