
3 Non-Negotiable IT Service Management Features
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
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Whether you’re just getting into using ITIL and looking for an IT Service Management platform that fits your needs, or operating at a high level of IT maturity with an existing ITSM platform, there are a few features you should have regardless of your ITSM maturity.
By prioritizing these important ITSM features you can set your organization up for service delivery success both now and in the future as your organization continues to grow and scale.
Information Technology Infrastructure Library (ITIL) is a specific framework for ITSM that was developed in the 1980s. The framework bases itself on the five phases of the service life cycle. Those phases are:
Organizations that adopt ITIL tend to have a more mature service management strategy and use ITIL to help mitigate ongoing service gaps.
Any ITSM platform you use should support the ITIL framework. Even if you don’t intend to start with ITIL as part of your ITSM strategy, you’ll want the option to grow into it as your IT organization matures and grows.
At the same time, you want to be sure the ITSM tool you use doesn’t force you into ITIL practices you aren’t ready for. This can be just as detrimental to your IT department as using a tool with no ITIL support.
Your ITSM platform should offer an out-of-the-box self-service portal with a knowledge base (KB) that’s easily configurable and can be personalized with your organization’s branding WITHOUT any coding or scripting.
In addition, the portal should be WCAG-compliant and fully accessible.
Here are five questions you can ask about portal and KB capabilities when evaluating ITSM vendors:
As you continue to mature your ITSM, you’ll want to make sure the platform you’re using for service delivery has additional functionality – beyond ticketing and a knowledge base – to help you better service your customers. Both asset management and asset discovery services are great features that should be part of your core platform.
Asset management is a system that’s fully integrated with your IT support or ticketing platform and has all of the data for the assets in use at your organization. Why is this useful? When a ticket comes in, the asset details related to the user can be pulled into the ticket automatically, so technicians don’t need to look it up, and users don’t need to try to find information like the version of iOS they’re using or their computer ID in order to get help.
Asset Discovery Service uses active scanning and/or Windows-based agents to gather information about the assets in your network and then relays that information to the core asset management system. The asset manager will then be able to review the results of the scan and approve the discovery process to update assets within the Assets/CIs application. This provides a simple way to integrate your asset information with ticketing and makes it easy to have one platform, one view.
If you have a portal, knowledge base, ITIL support, asset management and asset discovery you’ll be in good shape but there are a few other features you want to consider in order to provide the best service management, including:
Want to hear from organizations that are transforming their ITSM with the right tool for their business? Check out ITSM Roundup: 5 TeamDynamix Customers Share Their Stories.
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