What role do End Users play in an ITSM context?

In an IT Service Management (ITSM) context, End Users are primarily the individuals who utilize the IT services provided by the organization. Their role often involves interacting with the service desk, either for support, reporting issues, or requesting services. This interaction is critical because it helps ensure that the services are meeting their needs and underscores the importance of user feedback in the continuous improvement of IT services.

End Users are not responsible for managing service incidents or defining process models, which are typically roles managed by service desk staff, IT managers, or process owners. Additionally, while overseeing services is an important aspect of IT management, it is usually not a responsibility assigned to End Users. Instead, their focus is more on utilizing the services effectively and ensuring any issues they experience are communicated to the appropriate teams for resolution. This interaction allows for a better understanding of the services provided and helps IT organizations to align their offerings more closely with user needs.