Understanding IT Service Management and Its Benefits

What is IT service? In simple terms, a service can be defined as “something that meets a need or fulfills a demand.” However, the ITIL® (Information Technology Infrastructure Library) Practitioner Guide has a more specific definition that relates to our discussion here. It says, “a service is a means of delivering value to customers by facilitating outcomes that customers want to achieve without the ownership of specific costs and risks.”

IT service management (ITSM) is the collection of actions and policies designed to plan, execute, and manage all the IT services available to stakeholders. A fundamental goal of any IT organization should be to deliver the highest level of customer satisfaction possible, in a way that is functionally effective and financially efficient. While this is easy to say, it can be much harder to do – especially without the right ITSM software in place. Fortunately, with the help of the ITIL framework as a guide and the right ITSM tool at your disposal, this is an achievable goal.

As with many things, available resources are a limiting factor when it comes to IT service management. Even with the demand for IT services skyrocketing across the board, you can still overcome the resource constraints that are holding you back while also delivering the type of user experience your customers expect.

Using Self-Service and Knowledge-Centered Service to Battle Ticket Volume

When looking to improve your ITSM, a good place to start is tackling your ticket volume problem.

Help desks are often flooded with common and easy-to-solve requests. And while those requests may not seem difficult or take long to resolve, they do take valuable resources away from being able to address larger, more pressing issues that may arise at any moment.

One cornerstone strategy for addressing this problem is to adopt self-service.

With TeamDynamix ITSM, self-service is a way for IT to provide answers to commonly asked questions (e.g., “How do I connect to the Wi-Fi network?”) to its customers through a searchable web-based portal. This way customers can find the information they need faster—and at any time—which both improves customer satisfaction levels and allows for IT resources to be reallocated onto more strategic business initiatives.

Knowledge-Centered Service (KCS®) is another way in which an IT department can optimize its resources. KCS goes hand-in-hand with self-service and is essentially a way of creating and curating “knowledge” as a byproduct of the problem-solving process. It’s a crowd-sourced information resource that benefits from the participation of and collaboration with the user community. This method helps to increase the accuracy of available knowledge, which in turn helps to dramatically increase first contact resolution (FCR) rates while also decreasing the incoming load thanks to online self-service.

In addition to self-service and KCS, you can gain control and visibility across the enterprise by using asset and configuration management. Whether you have hundreds, thousands, or tens of thousands of assets in your organization, having a flexible and easy-to-use way to manage them will allow you to provide service more efficiently and effectively and reduce costs. You can get the visibility you need to provide better service for your user community through solid ITSM platforms, including TeamDynamix ITSM. With TeamDynamix ITSM you can:

  • Import assets and customize forms to match their unique attributes.
  • Open tickets against specific assets.
  • Stay on top of replacement costs, refresh cycles, and renewals.
  • Integrate with SCCM, JAMF, Kaseya, or other solutions.
  • Manage Configuration Items (CIs), including complex dependencies, blackouts, and maintenance windows

TeamDynamix ITSM also has full lifecycle support with configurable workflow, automation, and resource planning allowing you to:

  • Manage incidents and problems separately for root cause analysis.
  • “My Work” views for technicians with quick access to KB articles.
  • Ability to communicate via mass emails with linked KB articles.
  • Group tickets and convert incidents to problems or projects as needed.
  • Perform root-cause analysis of the issues for full lifecycle support.
  • Incorporate change and release management.
  • Gain valuable insights with detailed reporting & dashboards.

Elon University Switches to TeamDynamix ITSM to Optimize Service Delivery, Save Money

Prior to TeamDynamix, Elon University was using a different ITSM tool, but it just wasn’t meeting their needs. Their existing software was too rigid and cumbersome to use.

Elon was drawn to TeamDynamix because the platform is easy to use and has a low total cost of ownership. In addition, the ITSM tool aligned well with Elon’s processes and approach to IT Service Management.

According to Patrick Donohue, Assistant CIO and Director of Campus Technology Support, his team has been able to automate several processes that were done manually before, and they’ve been able to drive user self-service with TeamDynamix – both of which are saving IT employees times while improving the user experience for students, faculty and staff.

“We can meet our customers where they are, in whatever manner they would prefer — by phone, email or online,” Donohue says. “That’s a dimension we were missing before.”

Donohue and his staff worked with two consultants from TeamDynamix to help them implement the system.

“We have been very happy with Team Dynamix’s ability to develop their platform in a short time,” he says. “With TeamDynamix, most of the changes we suggest are implemented within the next system update. The company really listens to our needs.”

To read more from Elon check out: Elon Reduces Total Cost of Ownership and Optimizes IT Service Delivery User Experience

The Gratz Banks Brings ITSM In-House with TeamDynamix ITSM

Timely and reliable IT Service Management (ITSM) is critical for most organizations, but especially for those in the banking and financial industry. Systems need to run smoothly and securely, and any downtime or security issues can be very costly. To meet these challenges, IT staff need comprehensive visibility into technology operations, as well as sound change management processes. The team at The Gratz Bank was initially outsourcing IT services to a third-party provider, but they weren’t getting the visibility they needed to plan effectively.

“We wanted to own these processes ourselves,” said Mark Yerger, Chief Technology Officer (CTO).

TeamDynamix was flexible enough for their needs and had a good price point, according to Yerger.

Now, The Gratz Bank is using TeamDynamix to automate and streamline workflows for delivering IT service, managing projects and change requests, and tracking technology assets. In addition, they’ve expanded the use of TeamDynamix outside of IT – utilizing the platform as a true Enterprise Service Management tool.

“TeamDynamix has allowed us to take ownership of IT service management and create a foundation that we can expand on as our organization grows,” Yerger said.

To read more about The Gratz Bank’s success using TeamDynamix for ESM, check out: The Gratz Bank Takes Ownership of IT Service Management with Simplified Workflows and Better Visibility into IT Operations

Could your organization benefit from a better approach to IT Service Management?

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

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