In many growing organizations across the GCC, a typical workday can grind to a halt because “IT is not working.” Employees are locked out of critical systems, shared drives disappear, VPNs fail, or a key line-of-business application crashes without warning. Tickets are sent by email, WhatsApp, or quick phone calls to “someone in IT,” and then… nothing. Nobody knows who owns the issue, where it stands, or when it will be fixed.

Every minute of delay is a direct hit on productivity and revenue. Sales teams can’t access the CRM, finance can’t process invoices, operations can’t update orders. What looks like a small IT glitch is actually a business interruption. This is where IT Service Management (ITSM) becomes critical. Instead of treating IT support as “fixing computers,” ITSM brings structure, visibility, and accountability so your teams stay productive and your business continues to move.

At Aramis Solutions, we see this every day. When businesses move from ad-hoc IT support to a modern ITSM platform and IT service desk, downtime drops, response times improve, and employees start trusting IT again.

Common Problems When IT Support Is Unstructured

Tickets Lost in Emails, Chats, and Phone Calls

When you don’t have a central IT ticketing system, support requests land everywhere, emails, WhatsApp messages, hallway conversations, personal notes. IT staff try to help, but with no single queue or tracking, issues are easily forgotten. Employees ask the same questions again and again, because there is no shared history or knowledge base to refer to.

The result is frustration on both sides: users feel ignored, and IT feels overwhelmed and unrecognized because their work is invisible.

No Clear Prioritization or SLAs

In unstructured environments, everything is “urgent” or everything is “first come, first served.” A business-critical outage might sit in the same queue as a low-priority software request. There are no service level agreements (SLAs) to guide response and resolution times, so expectations are unclear and complaints escalate based on who shouts the loudest.

Without an agreed prioritization model, IT teams are constantly firefighting and never quite sure if they’re focusing on what matters most to the business.

Zero Visibility for Management

If tickets are scattered across tools and people, there is no data. Leadership has no view of:

• How many incidents and requests come in each week
• Which systems cause the most disruption
• How long it takes to resolve different types of issues

This makes it impossible to answer basic questions like “Do we need more IT staff?” or “Which systems should we stabilize or replace first?” A lack of visibility turns IT from a strategic partner into a black box.

What Is ITSM and How Does It Structure IT Support?

ITSM in Simple Terms

IT Service Management (ITSM) is the combination of processes and tools used to design, deliver, support, and improve IT services. Instead of responding randomly to issues, ITSM defines clear workflows for:

• Incident management
• Service request fulfilment
• Change management
• Problem management
• Service-level management

This structured approach ensures that IT support is consistent, measurable, and aligned with business needs. It’s not just about technology; it’s about end-to-end service.

Role of a Modern IT Service Desk Platform

At the heart of ITSM is the IT service desk, a central platform where all IT tickets are logged, tracked, and resolved. It becomes a single source of truth for:

• Who raised the request
• What the issue is
• Current status and priority
• Full history of communication and actions

With a modern IT service desk like Aramis ITSM, employees have one place to go for help, and IT has one organized queue to manage. This is the foundation for good incident management, consistent support, and reliable reporting.

IT Support Best Practices Every Business Should Follow

Centralize All IT Requests in One Service Desk

The first step in modern IT support is simple: stop accepting tickets through scattered channels. Redirect all IT requests, whether from email, phone, or chat, into one IT service desk.

Centralization ensures:

• Nothing gets lost or forgotten
• Every ticket has an owner, a priority, and a clear status
• You can report on volumes, trends, and performance

Aramis Solutions helps you do this with a user-friendly self-service portal and email-to-ticket features, so users don’t feel friction when they move into a more structured system.

Use a Clear Categorization and Prioritization Scheme

Not all issues are equal. Your IT ticketing system should categories requests (hardware, software, access, network, security, etc.) and apply a priority model such as:

• P1 – Business-critical outage (entire department or system down)
• P2 – Departmental impact (key function affected for a specific team)
• P3 – Single user issue or minor request

This simple structure helps IT focus on what truly matters first. Aramis ITSM allows you to configure categories, impact, and urgency so priorities reflect your reality, not a generic template.

Implement Incident Management with SLAs

Incident management is the structured process for restoring service when something breaks. To make it effective, you need SLAs, target response and resolution times, linked to each priority. For example:

• P1: Respond within 15 minutes, aim to resolve within 4 hours
• P2: Respond within 1 hour, resolve within 1 business day

SLAs set expectations for users and give IT teams clear targets. Aramis ITSM tracks SLA performance automatically, alerts you when tickets are at risk of breaching, and provides SLA reports for continuous improvement.

Build a Self-Service Knowledge Base

Many tickets are repeat questions: password resets, VPN access, email setup, printer errors. A self-service knowledge base with simple “how-to” articles and FAQs can deflect a large portion of these requests.

Benefits include:

• Reduced ticket volume for the IT service desk
• Faster answers for employees
• More time for IT to focus on complex incidents and projects

Aramis Solutions includes knowledge base and self-service capabilities, so you can turn recurring issues into easy-to-follow guides and empower your digital workplace.

Standardize Change and Release Processes

Random changes in production systems are a major cause of incidents. A structured change management process reduces this risk.

Even a simple flow: Request → assessment → approval → implementation → review can prevent outages.

Use this for rolling out new software, major updates, network changes, and infrastructure modifications. Aramis ITSM supports change workflows, approvals, and audit trails so you can introduce new technology without breaking existing services.

Do’s and Don’ts of Modern IT Support

Do’s: What Good IT Support Teams Always Do

High-performing IT teams share certain habits. Log every incident and request in the ITSM tool, no “side deals” through private messages. They communicate clearly on every ticket, updating users with status changes, next steps, and expected resolution times. They regularly review metrics like ticket volume, average resolution time, and top incident types, using this data to refine processes and training. And they keep the knowledge base live, updating articles whenever new patterns appear.

Don’ts: What Creates Chaos and Frustration

On the other hand, chaos grows when teams rely on personal memory or informal notes to track work. Treating every incident as a one-off fix, rather than looking for root causes, leads to endless firefighting. Making unplanned changes to critical systems without testing or communication often results in avoidable outages. These behaviors erode trust in IT and make it impossible to scale support as the business grows.

How ITSM Data Helps You Improve Productivity Over Time

Turning Ticket Data into Insights

One of the biggest advantages of an ITSM platform like Aramis ITSM is the amount of actionable data it generates. Dashboards help you see which types of incidents occur most often, what times of day or week are busiest, and how long different categories take to resolve. You can identify training needs, optimize staffing, and decide where automation or better tooling will have the biggest impact.

Proactive Problem Management

When you analyze recurring issues, you can move from reactive support to proactive problem management. If certain printers fail weekly, you may replace or reconfigure them. If onboarding new employees always leads to access problems, you can automate the account creation process. Each proactive fix removes a recurring interruption, which means fewer incidents and more consistent productivity across the organization.

How Aramis ITSM Keeps Your Teams Productive

Aramis ITSM as the Enabler of Best Practices

All of these IT support best practices become much easier when you have a modern ITSM platform built around them. Aramis ITSM gives you:

• A centralized IT service desk for all incidents and requests
• Configurable incident management with priorities and SLAs
• Knowledge base, self-service portal, and automation to reduce manual work
• Change management workflows and full ticket history for audit and compliance

Because Aramis ITSM is designed with GCC businesses and hybrid work models in mind, it adapts to your structure, whether you’re a growing SME or a larger multi-site organization.

Why Choose Aramis Solutions for ITSM

Aramis Solutions is more than a software provider; we are a digital transformation partner. Our team understands the realities of IT support in the GCC: multi-location teams, rapid growth, and a mix of on-premise and cloud systems. We configure the ITSM platform around your processes, integrate it with your existing tools where needed, and provide local support, implementation, and training.

By partnering with Aramis, you get an IT support foundation that can scale with your business, improve employee experience, and turn IT into a strategic enabler instead of a constant bottleneck.

Conclusion

If your IT support still lives in email threads and chat messages, it’s time to rethink your approach. Start by auditing your current IT support process:

• Where are tickets getting lost?
• Which incidents keep repeating?
• How long does it really take to resolve issues?

Then, take the next step. Book an ITSM demo or consultation with Aramis Solutions and see how a modern IT service desk, powered by best-practice ITSM, can reduce downtime, increase employee productivity, and give you real visibility into the health of your digital workplace.

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