Run the service value system, not a ticket factory
Use service-value thinking to judge whether ITSM work is improving outcomes, not only processing tickets.
The move: make value visible before volume. ITSM breaks down when each practice optimizes its own local score. The service desk wants fast closure. Change wants fewer risky deployments. Problem management wants deeper investigation. Asset management wants cleaner data. Those are all useful, but none are sufficient unless they improve a service outcome the organization cares about. Start with the service promise Name the service in user language. "Employee onboarding" is clearer than "access tickets." Then ask what users expect: ready laptop, working identity, core SaaS access, and a clear help path by a specific time. That promise becomes the…
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