IT services: What they are + 15 types you can use

In the not-so-distant past, businesses could get away with having a minimal digital footprint. Now, technology powers everything we do, and organizations need to lean on hardware, software, and advanced systems to resolve issues effectively, boost efficiency, and keep pace in the marketplace. In fact, per the Zendesk Customer Experience Trends Report 2025, 81 percent of consumers believe AI has become part of modern customer service, showing just how ubiquitous technology is.

IT services empower businesses and IT service desks to align those services with business goals and better assist customers and employees. In this guide, we detail why IT services are important and the 15 types you should offer.

More in this guide:

• Why are IT services important?
• What are the elements of an IT system?
• 15 types of IT services
• Frequently asked questions
• Boost your IT services with Zendesk

Why are IT services important?

IT services are important because they empower teams to operate more efficiently and deliver more comprehensive support to customers and employees.

Behind every successful organization is a well-managed IT infrastructure that supports daily operations and long-term growth. A few key benefits of IT services include:

• Improved support: When teams have comprehensive IT systems in place, service teams and help desks can assist customers and employees with everything they need.
• Boosted efficiency: Businesses with strong IT strategies can operate more efficiently and empower their IT department to become a profit center.
• Heightened security: Organizations can use IT systems to protect employee and customer data and ward off cyber attacks.

IT services are important and can benefit businesses of all sizes, whether they need a small support team or an enterprise help desk.

What are the elements of an IT system?

IT systems are composed of multiple intertwined components that deliver value to an organization. These elements are:

• Hardware: Physical devices like phones, computers, routers, and network equipment
• Software: Applications and operating systems that tell the hardware what to do, including things like customer service software
• Data: The information stored by the IT system, like customer or employee information, performance metrics, and proprietary information
• People: The IT professionals who interact with the system, and the end users
• Processes: Protocols and procedures that help IT teams use and maintain the system

Together, these components form the foundation of a reliable and scalable IT environment.

15 types of IT services

1. IT Service Management (ITSM)

IT service management is a framework for delivering IT services to customers and employees. It helps users get the technology they need, ensures that technology works as intended, and aligns wider IT operations with business goals. ITSM consists of different aspects, like:

• Knowledge management

• Problem management

• IT asset management

• Service request management

• Incident management

• Change management

A comprehensive ITSM system ensures that an organization operates as efficiently as possible.

2. Information Technology Infrastructure Library (ITIL)

Information Technology Infrastructure Library is a method that helps organizations align IT services with business needs. It is a specific framework or subset within ITSM that provides best practices and guidelines for managing IT services effectively.

3. IT help desk

IT help desks provide technical support to customers, employees, and business partners. This can involve actions like:

• Facilitating password resets and other account changes

• Fixing software bugs

• Answering technical questions

• Monitoring requests from initial submission to resolution

Teams can use IT help desk software to maintain productivity and minimize organizational downtime.

4. Voice over Internet Protocol (VoIP)

VoIP services allow teams to use the internet for calls rather than traditional phones. It’s often included as a feature in wider computer telephony integration (CTI) technology, alongside modern features like call forwarding, voicemail-to-email, and video conferencing.

5. Cybersecurity

Cybersecurity services help protect businesses from data breaches and unauthorized access to information. Some of these services include:

• Building and maintaining firewalls

• Protecting against phishing attacks and keeping employees educated on how to spot them

• Keeping all software up to date

With the right IT processes, organizations can keep cybercriminals at bay.

6. Network setup

Network setup services involve designing and configuring a company’s internal network. This can include:

• Building the network infrastructure

• Deploying routers, modems, and other hardware

• Monitoring the strength and security of the network

Some organizations can do this in-house, while others opt for third-party assistance.

7. Email services

Nearly every business uses email, and email services ensure teams can communicate with each other and customers. This can range from setting up Microsoft Outlook or Google Workspace accounts to spam filtering, encryption, and archiving for compliance. IT teams focusing on email services may also be involved with hosting, managing, and securing these email platforms.

8. Software as a service

SaaS is software that users pay for on a subscription basis. Examples include email services like Microsoft 365, file hosting products like Dropbox, and customer experience software like Zendesk.

9. Data backup

Data backup services ensure critical files and systems are regularly copied and stored securely. Teams can use this practice to prepare for accidental losses, cyberattacks, natural disasters, and other instances that may cause massive data loss. This IT service helps businesses recover quickly if their information gets compromised.

10. Troubleshooting

IT troubleshooting involves diagnosing and fixing equipment problems or connectivity issues. This can include:

• Fixing network issues related to the wifi or internet connection

• Replacing malfunctioning hardware like computers, phones, or printers

• Solving software crashes and getting systems back online

Overall, troubleshooting keeps systems running with minimal downtime.

11. Internal customer support

Internal customer support—often called internal customer service or employee service—is the support and assistance that businesses provide to their employees. This can include helping with finding information and onboarding, solving technical problems, or simply answering questions to help them do their job better. Internal support teams seek to create a positive work environment and improve the employee experience (EX).

12. Software installation

IT teams handle the secure and efficient installation of business applications across devices. They ensure every employee has the technology they need, the software is up to date, and it is properly licensed and configured to prevent compatibility issues or vulnerabilities.

13. Hardware installation and maintenance

Like software installation, IT teams handle hardware installation. Teams often have extensive hardware needs, such as:

• Computers

• Printers

• Phones

• Wifi, routers, and other network hardware

Proper installation and regular maintenance of this equipment ensure longevity and optimal performance.

14. IT training

IT training, or technology training, helps every member of an organization learn how to use technology effectively and securely. Different training modules may include:

• Onboarding tutorials

• Security awareness programs

• Trainings on specific tools or systems

Doing so can improve your IT service desk and ensure team members stay up to date on best practices.

15. Business intelligence

Business intelligence services use data analytics tools to gather, process, and present information in a way that supports strategic decision-making. This helps companies uncover trends, monitor help desk metrics, and stay on top of help desk best practices.

Frequently asked questions

Boost your IT services with Zendesk

IT services are an important part of any business. They help teams distribute and monitor technology, ensure it works as intended, protect sensitive data, and more. To make the most of your efforts, you should invest in a proven partner that makes it easier to deploy and maintain IT services.

With Zendesk, you can leverage AI agents, the omnichannel Agent Workspace, enterprise-grade data privacy, and more to improve your operations. Check out a demo today to see how we can make a difference for you.