The Operations team at the software company currently works with a fragmented service management system involving manual incident handling, uncoordinated change activities and inefficient request fulfilment. The use of disparate tools creates silos, leading to communication delays and limited automation. Without integrated ITSM processes, risk visibility, collaboration, scalability and overall service quality are all hindered.

The research documents current operations and proposes a phased ITSM implementation plan, with a focus on incident, problem, change and request fulfilment processes via TOPdesk. This plan involves defining workflows for major incidents, integrating asset management, designing approval processes and automating use cases. It adopts best practices from ITIL 4, ISO/IEC 20000 and COBIT, emphasising training, role alignment and continuous improvement feedback loops.

Although implementation is pending, research and planning indicate that the software company will reap significant benefits from the software. The structured ITSM framework is expected to enable faster, standardised resolution of incidents, with clear first and second level support and major incident handling workflows. Problem management will help to identify root causes and reduce recurring issues. Change management processes aim to increase transparency, risk control and coordinated approvals. Automating routine service requests is expected to free up staff to focus on more complex tasks. Integrating tools and processes is expected to break down silos, improve collaboration and provide scalable, audit-ready service management aligned with international standards. This groundwork will reduce operational overheads, minimise downtime, enhance customer satisfaction and support future organisational growth once ITSM is implemented.