01
Build the inventory
Build an inventory of workstations, servers and mobile devices, then define RMM and MDM coverage and responsible groups.
Stage outcome: An inventory of managed assets
← Services
Xcitium offering
Managed ITSM
IT operations and service desk capabilities. The ITSM portfolio brings together RMM, patching, remote access, ticketing and mobile device management.
Discuss your requirements ↗Ticket status, notifications and device composition share one dashboard. Reviewing the service desk and device management together helps prioritize work.
ITSM operations
From device to resolved ticket
ITarian ITSM helps teams coordinate RMM inventory and alerts, helpdesk tickets, patch work, secure remote access and mobile-device policies. Each module supports the task it fits.
02
Observe and triage
Review RMM alerts and helpdesk requests. Assign a responsible technician based on impact and request type.
Stage outcome: A prioritized ticket with an owner
03
Choose the right action
When needed, provide support through secure remote access, schedule patch deployment or apply an approved mobile policy change.
Stage outcome: Task-appropriate support or device action
04
Verify and close
Check the result, close the ticket and add patch, remote-session or mobile-management history to the operations record.
Stage outcome: A verified outcome and work history
CustomersDevices
WorkstationServerMobile devices
Choose an action for the task
Remote accessUpdatesMDM policy
Verify
Operations history
Updated device state → RMM monitoring
Operational outcome
The team can see device state, ticket owner, work performed and the verified result.
Capabilities
Capabilities with a specific purpose
Scope
The ITSM portfolio brings together RMM, patch management, remote access, helpdesk ticketing and MDM operations.
Workflow
Inventory devices and service requests; align patching, remote support, ticket priority and escalation with the customer’s process.
Output and handoff
Hand off ticket outcomes, remote-support notes, patch status and managed-device state to operations.
Responsibility boundary
MSP and customer must assign agent deployment, change approval, remote access and MDM policy ownership; functions depend on configuration and license.
Compare approaches
Service role and adjacent approach
| Consideration | Managed ITSM | Managed EDR |
|---|---|---|
| Primary focus | The ITSM portfolio brings together RMM, patch management, remote access, helpdesk ticketing and MDM operations. | Detect and investigate endpoint threats. |
| Workflow | Inventory devices and service requests; align patching, remote support, ticket priority and escalation with the customer’s process. | Telemetry, alert triage and agreed containment. |
| Output and handoff | Hand off ticket outcomes, remote-support notes, patch status and managed-device state to operations. | Incident record, response action and security recommendation. |
Before you start
Map IT operations ownership
Document managed systems, agent and MDM administrators, patch approval, remote-access authority and ticket terms in the service agreement. Process one test ticket and an approved maintenance action on a test device; inspect ownership, action history, final state and closure.
- 01
Which devices are included in RMM/MDM inventory?
- 02
Who approves patch and remote-access changes?
- 03
How is a security incident handed to the IT helpdesk?
Evidence for your evaluation
In practice
Tickets and devices in one ITSM platform
An MSP or internal IT team tracks requests, devices and updates in separate tools. Xcitium ITarian ITSM brings helpdesk ticketing, RMM, patch management, remote access and mobile device management into one platform.
What your team gains
- 01
Ticket routing and status visibility
- 02
Device and patch work visibility
- 03
A shared process for remote IT support
Before you decide
Questions, answered
Which operations does Managed ITSM cover?
The ITSM portfolio combines RMM, patch management, remote access, helpdesk and mobile device management.
How are remote access and patching managed?
Align device inventory, ticket priority, patching and remote support with the customer’s IT process.
What is split between the MSP and customer?
The MSP and customer agree ownership of agents, change approval, remote access and mobile-device policy.
Next step
Discuss your requirements
Tell us about your environment and priorities to discuss the right solution, pilot scope and rollout in Azerbaijan.