Support Your Burned-Out IT Team with Smart Service Management

To start, businesses and organizations should make sure they have an IT Service Management tool that supports the needs of their IT department. The ITSM tool should these features and functionalities to be most effective:

• Comprehensive Support for ITIL – TIL 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, service design, service transition, service operation and continual service improvement. By using ITIL, you can mitigate ongoing service gaps within your organization.
• Easy-to-use, Functional Service Portals – Your ITSM tool should come with 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. A support call can cost as much as $22 (according to HDI), while self-service is just $2 per incident.
• 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 an 18-percent reduction in time logged to service tickets.

Once you have your ITSM in place, you can explore scaling it throughout your organization (Enterprise Service Management).