In business today most larger companies use a help desk or ticketing system to keep their IT department moving smoothly. Many have a self-service page for the employees to access to submit a request and even use the knowledge base to help answer some known issues or common problems. This all works to the most part very well.
Would it be nice to do more? Using a frame-work of best practices like ITIL can really help establish a proper work flow that can extend past just a simple ticketing system. Using ITIL and a strong ITSM solution can grow in your business to meet the business needs of almost all your departments. Human Resources, Project Managers, Sales department are just a few that can use the same core programing to automate and streamline their business work flow. Using a ITSM solution with a platform to allow you to create business applications can not only stream line your business, but can save great amounts of money by consolidating multiple applications into one. Saving the money needed to purchase and maintain these other programs. Also allowing you to create the application with your business in mind. Not making an out of the box solution work.