For organizations and businesses to deliver IT services to their customers, many different moving parts must work together effectively. From designing the service, to building the technology, and delivering the product, IT teams must manage a wide range of tasks and ensure that every area of the service delivery workflow is executed successfully. Information Technology Service Management can help.
What is ITSM?
ITSM, or IT Service Management, is a tactical IT management method that specifies the roles and tasks needed at each stage of designing, delivering, and improving the IT service. This approach can improve processes for delivering IT services to customers. IT service management tools come with features to standardize procedures, simplify process orchestration, and facilitate communication between technology professionals and end users.
ITSM versus ITIL
People often confuse ITSM and ITIL as both relate to IT service management concepts. However, ITSM describes the whole approach to managing IT services in an organization; this includes all policies and processes for managing IT operations and service functions.
ITIL, or Information Technology Infrastructure Library, is a specific best practice framework for IT service management. The ITIL framework includes a group of documents that inform readers of the recommended processes for developing an ITSM solution that will reduce costs and increase efficiency.
Key Concepts of ITSM
While different ITSM structures may have unique approaches to the IT management process, many follow formats that involve similar elements. The most important ITSM concepts involve improving IT management processes with a focus on customer satisfaction and setting performance-based goals.
Maintain a customer-centric approach
Successful ITSM structures must consider the customer in all parts of the IT service management processes; it requires improving the customer experience while smartly and cost-effectively organizing service delivery. Therefore, an ITSM method should function as a framework with the primary goal of providing improved customer service.
Take advantage of KPIs
Tracking KPIs can help organizations determine where their business stands in terms of performance and progress and where it can improve. KPIs such as customer reviews and sales can also help determine an organization’s overall customer satisfaction.
Develop achievable business goals
While the overarching goal of any good ITSM model is to provide excellent customer service, organizations should develop smaller goals based on quality, performance, and other business metrics. Meeting business goals for budgeting and resources can drive an organization forward and reduce risk.
ITSM structures are made up of various tasks and different professionals. Coordination between internal departments is therefore crucial to support IT service management initiatives. Additionally, ITSM structures should involve collaboration between IT and development teams and include customer feedback to consider when designing process improvement tactics.
Enabling customer self-service features
In a society driven by the desire for instant gratification, the time it takes to respond to customer requests is crucial. Providing customers with self-service capabilities can enable an organization to respond quickly to customer needs through automation. ITSM tools can be useful for this purpose, as many of these software solutions include automated customer self-service features.
Benefits of using ITSM
ITSM solutions and processes can provide many benefits to organizations that adopt them. ITSM tools and procedures often contain similar technologies or features that improve IT service structures and provide greater organizational benefits.
Better management of service requests
A critical factor in ensuring good IT service management is the proper handling of service requests. Effective service request management ensures that every request is handled on time by assigning tickets containing relevant information about the situation and its resolution workflow, so that no ticket goes unnoticed.
Ability to solve problems and manage incidents
Incident management practices help users resolve IT issues that arise and mitigate their impact. The problem management features of ITSM tools can help IT teams document the error resolution process and develop solutions; many solutions are even able to identify future risks, take a proactive approach to resolving them, and minimize the severity of their effects.
Faster end-user satisfaction
ITSM technology can lead to faster end-user satisfaction. Customers can quickly perform many incident resolution actions through various channels, including the use of self-service portals, including submitting service requests, chatting with IT professionals, and access to knowledge bases for information on common computer problems.
Insights into data analysis and reports
Users can develop reports on detected and predicted critical factors relating to performance and customer satisfaction. Creating these reports can help organizations gain data-driven insights and enable them to make actionable decisions.
Defined roles and workflow management
Managing workflow through defined roles and procedures can help determine the sequence of tasks needed throughout service processes and allocate tasks to ensure smooth operation and keep individual users on track .
Simple asset management
Asset management helps IT teams track every device and add-on involved in the ITSM environment. Equipment and devices can easily get lost if organizations fail to track them, which could lead to a data security breach if this technology falls into the wrong hands.
Better license management
IT departments manage many software tools that enable them to perform their functions, and tracking software licenses is essential. License management describes the processes for managing this information by tracking software usage and verifying software license certificates to ensure compliance and that no licenses have expired.
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The implementation of ITSM processes within an organization can be greatly simplified by using ITSM software tools. These ITSM tools support IT teams and end users with the processes involved in IT service operations strategy.
ITSM software can provide many features that support IT teams. For example, workflow management capabilities in ITSM solutions use automation to organize and deliver service processes through refined roles and procedures. Another popular feature is service request management, also known as ticketing, which helps organize, document, and assign service requests. For example, Zendesk provides a customer service solution that allows internal and external teams to collaborate on complex tickets.
These ITSM solutions also help users perform tasks necessary for security and compliance processes such as asset management and license management. Incident management features make it easier for users to troubleshoot IT issues, detect risks, and mitigate their impact. For example, ClickUp offers an ITSM model with features to help IT teams with incident management, problem management, change management, simple asset management, and even knowledge management.
Additionally, ITSM tools help users address customer concerns. For example, ITSM systems with data analysis and reporting technology use data related to key performance indicators to gain insights and help IT teams improve their operations. Additionally, features such as self-service portals allow users to quickly resolve their IT service issues and take control themselves, improving their overall satisfaction. ServiceNow’s ITSM tool provides automatic service to customers through a chatbot tool they can use to answer common questions and get immediate resolution.