3 Non-Negotiable IT Service Management Features

Over the last few years, IT Service Management (ITSM) technology has rapidly evolved to meet the demands of an ever-evolving digital service environment. As a result, many of the features that used to be considered cutting-edge are now standard. To help you identify the vendors and software that can help you take your IT maturity to the next level we’ve pulled together three features that should be non-negotiable for any ITSM platform.

Comprehensive Support for ITIL

ITIL stands for Information Technology Infrastructure Library and refers to a specific framework for ITSM that was developed in the UK in the 1980s. The ITIL framework bases itself on the five phases of the service life cycle:

  • Service Strategy – This is the start of the ITIL life cycle, and it sits at the center because a stable and precise service strategy is necessary for better service management. This stage determines what capabilities will need to be developed or implemented, including the definition of markets, development of assets or the necessary preparations for deployment.
  • Service Design – Ideas become plans in the second ITIL life cycle stage. It is here that services and processes bear out the primary goal of providing a better service management environment.
  • Service Transition – The third stage of the ITIL life cycle is where the preparation of services and strategies that will be implemented in the live environment take place. It is here that organizations test and implement new designs.
  • Service Operation – Following the launch of services and processes to customers and peers, the operation stage of the life cycle begins. Service owners must be prepared and available to report any issues as they arise, and make sure that customers are satisfied with the services and process.
  • Continual Service Improvement – This last stage of the ITIL framework directs organizations to search for potential improvements in all the previous steps. By looking at what is measurable versus what is not, and by processing and sorting the data into quantifiable findings, the cycle starts all over again.

Any organization wanting to mature its ITSM should start by making the move toward ITIL adoption. By using ITIL, you can mitigate ongoing service gaps.

Easy-To-Use, Functional Service Portals

Reputable ITSM vendors should offer an out-of-the-box self-service portal with a knowledge base that can be easily configured and personalized with your branding WITHOUT any coding or scripting. In addition, the portal should be WCAG 2.0 AA compliant and fully accessible. When you have a functional portal that’s easy to search and navigate you can drive your customers to self-service which saves your IT organization time and money. How much? A support call can cost as much as $22 (according to HDI), while self-service is just $2 per incident.

"We saw an 18-percent reduction in time logged to service tickets. What would you do if you had an additional day a week?”

A Knowledge Base That Promotes Knowledge-Centered Service®

Knowledge-Centered Service (KCS) should be part of your ITSM processes as a complementary strategy to self-service. By employing KCS across your organization you will be able to crowd-source content to keep your knowledge base accurate and functional. A solid knowledge base is the core of self-service success, and it really brings results.

When the University of South Dakota implemented KCS and built out their knowledge base they saw a huge ROI, “Early on, we saw an 18-percent reduction in time logged to service tickets,” said Paula Cottrell, USD Knowledge Manager. “What would you do if you had an additional day a week?” 

In addition, collecting all information in a single, easily accessible knowledge base has allowed IT staff at the university to avoid a lot of repetitive work and improve their problem-solving capabilities. It’s also reduced the amount of time it takes to train new IT employees, and it has eased the burden on staff by shifting a significant amount of their work to self-service by helping customers find solutions to problems themselves. 

There’s a reason TeamDynamix ranked first for IT Service Management in the 2021 ITSM data quadrant from SoftwareReviews. You can read the full report and see how TeamDynamix stacks up against other ITSM vendors by clicking here.

KCS® is a service mark of the Consortium for Service Innovation™.

You might also like:

This website uses cookies to ensure you get the best experience on our website. By closing this notice you agree to the use of cookies.