IF YOU WORK IN IT, THEN YOUR TEAM SHOULD EMPLOY AN ITSM PROCESS.
ITSM is a key element for the service operations of all kinds of IT teams. ITSM defines how your team designs and executes your service operation. Whether your team works out of a shared mailbox or you operate with hundreds of agents across the globe, the IT department is responsible for establishing policies and events to properly align IT services with the needs of the business.
There are several popular ITSM frameworks that are designed to guide teams to most efficiently deliver their services. For example:
- COBIT (Control Objectives for Information Technology): focuses on the continuity of delivering IT services throughout the whole enterprise
- ITIL (IT Information Library): focuses on designing a service portfolio that best utilizes IT resources
While each ITSM framework offers different approaches to designing IT processes, they all address important details for improving the efficiency of both your service desk and the overall business.
HOW ITSM IMPROVES THE EFFICIENCY OF YOUR SERVICE DESK
An effective ITSM process will improve your workflows by:
- eliminating bottlenecks in collaborative work
- reducing error on standard requests
- routing incoming tickets based on technician speciality and availability
- setting prioritization standards based on the highest business impact
Your ITSM can also help you identify common requests through service reports. With this information in hand and running a root-cause analysis, your team will be able to identify and solve the underlying technical problems that are leading to ticket creation. This way you can save time by finding a lasting solution rather than addressing the same issues over and over again, which will free up your agents’ time to address other more pressing issues.
HOW ITSM IMPROVES THE EFFICIENCY OF THE OVERALL BUSINESS
ITSM addresses not only the efficiency of your service desk but that of your entire organization. By having the information in place to identify and solve technical problems, IT can help the overall business continue to run smoothly. Also, by analyzing potential risks and understanding demand cadences, teams will be better prepared to handle any major outage.
The most important part of a great ITSM system is being able to get a better understanding of the relationships between services and infrastructure. This will help businesses appropriately budget their IT expenditures. Through detailed reporting, service leaders can deliver relevant information to other parts of the business and built an efficient budget.
HOW AN ITSM SOLUTION CAN HELP
ITSM solutions help bridge the gap between your theoretical service plans and the reality of your service operation. By having the right technology in place to help service leaders manage the various aspects of ITSM, the true benefits from an effective ITSM framework can be more fully realized by service teams everywhere.