What is ITSM?
ITSM (IT Service Management) is the way an IT department organizes its work to deliver support in a structured and efficient manner. In practice, ITSM defines how requests reach the right people, how they are resolved, and how IT assets are managed within the organization. It reflects the everyday operations of companies where IT teams support users. Systems like Codenica ITSM + ITAM help implement ITSM principles by registering tickets, assigning tasks, tracking statuses, and keeping communication organized. This improves transparency and ensures that requests are handled in a consistent way.
What is ITAM?
ITAM (IT Asset Management) means managing all IT assets of a company - computers, software, licenses, phones, printers, and other equipment. The goal is to know what you own, where it is located, who uses it, and what it costs to maintain. Codenica ITSM + ITAM supports this process by storing a full description and history for each computer, license, and software record. With the free Codenica PC Audit Scanner, IT audits can be performed remotely across the organization. This reduces the need for spreadsheets and manual hardware tracking.
Help Desk vs. Service Desk - what’s the difference?
These terms are often used interchangeably, but they describe different scopes of work. A Help Desk focuses on reactive support - resolving user issues such as password resets, printer failures, or network problems. A Service Desk has a broader role, covering incident management as well as changes, service requests, and recurring problems. In Codenica ITSM + ITAM, both functions operate within one system, allowing teams to handle tickets in real time while using collected data to improve IT processes.
What is a Ticketing System?
A ticketing system organizes all user requests - every issue, question, or task becomes a structured ticket that can be tracked from start to finish. Nothing gets lost in emails, and users always know the current status of their request. In Codenica ITSM + ITAM, tickets can be created automatically from incoming emails or directly through the client portal. This approach removes communication chaos and ensures clear, traceable interaction between users and IT teams.
Ticket structure and functional groups
Each ticket in the system is divided into functional groups that organize work and make the process of resolving requests transparent and consistent. All ticket-related information is stored in one place, making it easy to manage and monitor.
- Basic - includes the most important data such as status, priority, category, requester, assigned agent, watchers, and ticket location.
- Conversations - stores all correspondence with the requester. Each reply here is automatically sent by email, and any email response from the requester is imported into this section.
- Assets - links the ticket with specific IT assets (computers, devices, software) and documents such as invoices, warranties, or contracts.
- Relations - shows connections to other elements like related tickets, changes, problems, or releases (within the Service Desk processes).
- Notes - allows adding private or public notes related to the ticket. Private notes are visible only to agents, while public ones can be seen by the requester.
- Tasks - used to break down work into smaller tasks, assign them to specific people, and track progress.
- Requests - defines what items or services need to be purchased or ordered to fulfill the ticket (e.g., hardware, software licenses).
- Approvals - creates approval cards for requests, allowing designated users to confirm purchases or actions, ensuring financial and operational control.
- Work Hours - records the time spent on each stage or task within the ticket.
- Activity Log - automatically tracks all actions and updates related to the ticket, creating a complete change history.
What is a Client Portal?
The Client Portal is a space where employees or external clients can log in to report issues, track their tickets, and view related assets or documents. Everything runs in a web browser - no installation needed. It serves as a communication hub where users can add comments, upload files, and check who is handling their request. In Codenica ITSM + ITAM, the client portal is integrated with the knowledge base and chat, so many issues can be resolved by users themselves - before contacting IT support.
What is a Knowledge Base?
A Knowledge Base is a structured collection of articles, guides, and procedures that help solve common IT issues. It allows users to find answers on their own before submitting a ticket. For IT teams, it’s a major time-saver - instead of explaining the same thing repeatedly, they can share a link to a specific article. In Codenica ITSM + ITAM, the knowledge base can be internal (for employees) or public (for clients). Over time, it becomes a valuable documentation center and a shared knowledge source for the entire organization.
What is ITIL?
ITIL (Information Technology Infrastructure Library) is a set of proven best practices describing how to organize IT service management effectively. It’s not a specific system, but a globally recognized framework developed from the experience of thousands of organizations. ITIL covers processes like incident, change, and release management - ensuring service quality and consistency. In Codenica ITSM + ITAM, many ITIL-based principles are built in: ticket handling, changes, problems, and releases follow ITIL logic automatically, allowing even small companies to operate using professional IT standards.