Information Technology Service Management or ITSM in short helps in regulating how IT services are delivered inside a company based on the budgets, people, processes, and results. In the definition of ITSM, Gartner says, “ITSM tools facilitate the tasks and workflows associated with the management and delivery of quality IT services.”
ITSM is no longer solely the domain of large organizations. Technology is being used by businesses of all sizes to attain optimal levels of productivity and efficiency, as well as to generate business outcomes and success. ITSM software is both robust and user-friendly and can help your company align IT services with business needs while also giving value to internal customers and employees.
Why do you need ITSM for your business?
Modern businesses rely on their IT services and infrastructure. Employees cannot work without them and operations will also halt in case of any interruption in the usage of IT services. To get rid of this, businesses use a structured and chronicle approach to ensure IT operations and services remain efficient and operational.
Your IT team will profit from ITSM, and service management principles will help your entire organization. ITSM leads to increased efficiency and production. A structured approach to service management aligns IT with business objectives by standardizing service delivery based on budgets, resources, and outcomes. It lowers expenses and hazards while also improving consumer satisfaction.
The structured approach of ITSM consists of:
- IT hardware (for example servers, telephones, and printers)
- Endpoint hardware (for example PCs, laptops, and mobile devices)
- Software services (for example email and VoIP)
- IT services (for example the IT helpdesk and IT project management)
- Software systems (for example office suites and ERP solutions)
There are certain organizations that get IT services at ad-hoc level. This technique, however, quickly becomes a disadvantage as businesses grow. Small IT teams often struggle to keep track of everything that needs to be done on an ad-hoc basis. Important jobs and duties begin to slide through the cracks, jeopardising the organization’s overall efficiency. Organizations usually start their ITSM journey by documenting processes and adopting rudimentary technologies to help them manage the supply of IT hardware, software, and services at this phase.
Looking for ITSM Software? Check out SoftwareSuggest’s list of the best ITSM software solutions.
Without a proper structure and processes, it is impossible to serve users and manage IT services once an organization reaches a certain scale. Most organizations formalize their service management strategy at this point by adopting a recognized framework – typically ITIL and employing a more sophisticated solution to handle ITSM. The following are some examples of the advantages that this could provide:
- Ensuring that IT service delivery is continuous and reliable.
- Providing assistance with business operations and efficiency.
- Keeping the business running smoothly.
- Efficiencies are being reduced.
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ITSM and Business
The advantage of using ITSM to lead your digital transformation is that you’ll be in familiar territory – IT professionals have spent years honing services like ticketing, change management, and IT asset management, among other things.
ITSM is a tried-and-true method for managing and delivering the IT services that keep businesses running efficiently. While management without ITSM is conceivable, it is difficult to deliver consistently and effectively, and this will only get more difficult as IT companies’ influence and demand grow.
Business – IT alignment, predictable IT performance and costs, and continuous improvement in terms of IT effectiveness and capabilities are all advantages of ITSM. Organizations may spend less time on figurative firefighting and more time on strategic objectives when IT operations are orderly and well-managed.
Moreover, ITSM allows businesses to:
1. Modularize processes
As IT teams expand, maintaining uniformity becomes more important and more difficult. Inconsistent practises and standards can lead to organisational confusion and strife. ITSM establishes a consistent method that an entire business may follow, eliminating guesswork and individual decision-making in IT service management.
2. Simple tasks should be streamlined
Simple and common issues (such password reset requests and sending ticket status updates) are critical, yet they can take a long time to resolve. IT professionals can focus on more vital issues and business activities by creating an IT self-service portal (a frequent feature of ITSM).
3. Making data-driven decisions
Well-implemented ITSM systems will provide you with real-world data and insights about your company. This data may be compiled and evaluated, allowing businesses to make more informed decisions and adjustments based on real, quantifiable requirements.
4. Developing System as per Business Requirements
You can build a system for rating the demands of your company. This will assist you in prioritizing your most critical requirements. All of your tasks can be given a number rating. There are a variety of additional valuation schemes to choose from. Don’t forget about your company’s future expansion. Your business objectives will evolve over time. As a result, you should make preparations for the future.
Many ITSM tools, for example, provide a skill matrix feature. This will make it easier for you to assign workers to consumer demands. Members of your IT team will be categorized based on their skill sets. This will assist you in identifying the appropriate team member for the job. You and your team should concentrate on identifying the most useful features for optimizing your processes.
Make sure you’re purchasing the tool from a reputable third-party vendor. When you use your vendor’s ITSM tool, you’re forming a connection with them. As a result, you should call them to ensure that they are offering satisfactory services.
You should call the target audience again after you’ve narrowed down your ITSM tool options. They can assist you in evaluating your options. Your focus group might sometimes assist you in discovering what you have overlooked. This ensures that you are investing in a tool that your staff enjoys using.
ITSM Standards and Tools
Gartner suggests conducting a MoSCoW method (Must have, Should have, Could have, Won’t have yet) in order to refine RFP requirements and avoid checklists that fail to address the needs of the business. Other standards and tools for ITSM are:
In the early 1980s, the Central Computer and Telecommunications Agency issued the initial version of ITIL, dubbed Government Information Technology Infrastructure Management. It was created as a collection of guidelines for bettering IT performance. Both government and non-government organisations implemented the criteria in following years. The standards underwent multiple revisions as their popularity expanded (ITIL V2, ITIL V3), with the most recent edition, ITIL 2011, being issued in 2011. ITIL was sold to Axelos, a professional services firm based in the United Kingdom, in 2014.
The IT Governance Institute and the Information Systems Audit and Control Association (ISACA) devised this governance framework to complement ITIL for IT governance. The quality, control, and reliability of information systems are the focus of COBIT.
3. Six Sigma
It is a systems integration methodology developed by Motorola in 1986. Statistics are used to assess the quality and capability of processes, as well as to identify and eliminate flaws.
4. ISO/IEC 20000
There are two components to this internationally recognised standard. ISO/IEC 20000-1 specifies best practises for designing and implementing ITSM solutions, while ISO/IEC 20000-2 specifies best practises for integrating people, process, and technology. ITIL and other ITSM frameworks are compatible with ISO/IEC 20000.
5. Microsoft Operations Framework (MOF)
It is a set of 23 publications that provide guidelines across the IT lifecycle in order to assist IT in establishing consistent and cost-effective services.
The Open Group Architecture Framework (TOGAF) provides techniques and solutions for managing the lifespan of architecture using repeatable processes, including the Architecture Development Method.
It is a free, lightweight ITSM standard that aims to establish a clear baseline for effective ITSM. FitSM is not overseen by a recognised standards body.
A telecoms service provider-specific business operations framework.
ITSM Use Cases
- Access management
- Availability management
- Business relationship management
- Capacity management
- Change Management
- Continual service improvement
- Demand Management
- Design coordination
- Event management
- Financial Management
- Incident Management
- IT service continuity management
- Information security management
- Knowledge Management
- Problem Management
- Release and deployment management
- Request fulfillment
- Service asset and configuration management
- Service catalog management
- Service level management
- Service portfolio management
- Strategy management for IT services
- Supplier management
Whatever business you are in, do not neglect business perception of IT while selecting appropriate ITSM solutions. IT organizations should understand their service management tools. Is your proposed solution, for example, equipped with an IT self-service portal that is simple to design and configure?
Is there a way for support analysts to acquire information and context about users so that they can deliver relevant and timely information to improve the end user experience? Is it capable of providing comprehensive, out-of-the-box information that demonstrates the impact of IT on both IT and business stakeholders? These details are important since the IT service desk influences how the entire IT company is perceived. If you get stuck somewhere then getting ServiceNow tutorial will also help. Happy reading!
I am Vinod Kumar Tanem working as a content contributor at MindMajix. I’m a tech enthusiast and have a great understanding of today’s technology. I am expert in writing content on demanding technologies such as Salesforce tutorial, Cybersecurity tutorial, Software Testing, QA, Data analytics, Project Management and ERP tools, etc. Follow me on