The IT ticketing system

What makes internal support different

Your requesters are colleagues. They will walk over, they will message you, and they will not fill in a form. Anything that makes reporting harder than shouting across the room will lose to shouting across the room.

They also cannot go elsewhere, which sounds like an advantage and is actually the reason internal support gets tolerated when it is bad.

How much ITIL do you need?

If you have a change advisory board and an audit that asks about it, quite a lot. If you have three people and a laptop that will not connect to the projector, none.

The parts almost everyone needs are incident and request handling – a ticket, an owner, a priority and a deadline. Change and problem management as separate formal processes are a different size of organisation.

Teams matter more than categories

The most useful structure in internal support is usually not a category tree but a team split – IT, facilities, HR requests. Each team sees its own queue, and a request sent to the right address lands in the right place without anybody triaging it.

What about assets?

Asset management is a separate discipline and usually a separate tool. A help desk that pretends to do both tends to do neither well. If your service desk is inseparable from your inventory, that is a real requirement and it narrows the field considerably.