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
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Investing in IT service management (ITSM) software is a great step toward increased efficiency, lower costs, saved time and higher satisfaction. Before deciding to purchase ITSM software, there are things you should consider as well as information you should know, so that when it comes time to implement the platform you are prepared and ready for it to take off.
When selecting an ITSM solution, there are several key factors that people should keep in mind so that they choose the best option for their organization’s specific needs:
Common challenges that teams encounter with IT service management include organizing work, managing resources, developing a service portal and dealing with end-user self-service adoption. However, a very crucial challenge to note that is not discussed as often is the difficulty that comes from obtaining buy-in to implement an ITSM platform.
Companies always have lots going on, meaning there isn’t ever a perfect time to implement something like new ITSM software. So, making sure that your employees will utilize new software and take advantage of all that it has to offer is not an easy task. Changing people’s behavior isn’t something you can do in a day, especially when they are so used to an old way of doing things. However, it is important to make sure you find ways to get everyone on board because once they are, the benefits will come pouring in.
The main reason why IT leaders find it challenging to obtain buy-in from employees is that there is a general lack of understanding about what ITSM truly is. Educating people on the world of IT service management and the benefits of better service delivery will push them to be more interested in all the things they can do within an ITSM platform. It’s important to highlight things like the amount of time they can save if more tasks are automated, or if people can solve their own issues using a self-service portal and knowledge base. By showing how they can benefit from the new software, they are more likely to be willing to take advantage of ITSM.
When IT leaders were asked what areas they want to focus on in order to reduce the drain on IT resources and budgets, the following information was gathered:
A one platform approach for IT Service Management and your Project Portfolio Management makes the most sense. Within organizations, there are resources and people that work on service, change management and problems, while also working on projects and operational work. It wouldn’t make sense for us to look at a resource as only being useful for one task, whether it be something service-related or project-related. Consolidation is happening throughout organizations and using one platform for ITSM and PPM is one way to improve service delivery with limited resources.
One significant benefit of bringing the two together is resource management and capacity planning. In a typical IT department, they deal with a variety of things like incidents, service requests, projects and changes. With people working across these four work streams, capacity has to be managed very specifically in order to first, support the needs of the business through the ITSM side, but also, deliver the projects, because that’s what drives business forward.
A project, by nature, either replaces a service, fundamentally changes a service, or is a new service that is being added. So, when you think about the lifecycle of a service, PPM has a large role in it. Acting like ITSM and PPM are unrelated will cause your organization to go through unnecessary steps and lead to wasted time.
Because service management can become such a crucial part of an organization, it is helpful to have someone who “owns” service management. Having responsibility distributed is difficult, whereas having someone who is in charge of it allows for proper management of ITSM.
Having a service portal, a well-developed service catalog, a rich and ever-growing knowledge base, a mature service desk and a very experienced project management team with well-defined processes will also lead to great success. When people are able to solve their own problems there are no distractions and important, more complex tasks can be taken care of. Also, a significant amount of money is saved- the average cost of a level 1 support call is $22, and the average cost of a self-service incident is $2. If your service portal is easy to search and navigate, incorporates feedback from customers and is easy to build with a responsive design, it will be good to go.
If people are able to see how much success ITSM can bring to an organization, they are just going to want more. This creates a demand for Enterprise Service Management (ESM).
IT isn’t the only department in an organization that receives requests for which they need to provide answers. Integration needs to work with all tools in the ecosystem, not just the ones that are IT-specific. Although each department has different reasons for utilizing service management, they can all benefit from it:
ITIL (Information Technology Infrastructure Library) is a framework. It doesn’t tell you how to manage IT and it doesn’t tell you how to build an ITSM application. It only tells you what you should be doing to effectively manage IT.
A good ITSM platform will allow you to implement ITIL constructs that make sense for your individual entity. Despite each organization being so different, the two methodologies of ITIL and ITSM always go hand in hand. Because of this, it would be helpful for every IT employee to be trained on ITIL. Once the knowledge is there, they can run with it.
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
IT Service Management is the practice of managing IT operations as a service, but in an enterprise organization, IT is rarely the only group that
When it comes to improving IT Service Management (ITSM) maturity, many organizations turn to ITIL – a framework that guides users through a process-based approach
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