IT Service Management more popularly shortened to ITSM primarily focusses on the core concept of delivering IT as a service.
So, what defines ITSM?
ITSM is the management of end to end delivery of an array of IT services including processes and activities to design, create, deliver, and support IT services by IT teams on behalf of their customers.
But how does the scenario work?
Simply submit your request on the ITSM service provider’s website. This can be done using hardware like a laptop or even mobile devices like smartphones or tablets. Fill out the ticket with all the appropriate information on your requirement. This kickstarts the workflow. Within a predefined time, the ticket is forwarded to the IT team’s queue list. All incoming requests are filtered and sorted and listed as per their priority order.
To put it layman’s terms, ITSM is a framework for using a process approach toward management that helps to improve an enterprise’s efficiency and increase employee productivity.
Major Benefits of IT Service Management
Let’s take a look at why the integration of IT Service Management is absolutely essential to an organization’s future success. Here are some key advantages to consider.
Minimizing Operational Expenditures:
According to Gartner, IT Infrastructure and Operations absorbs as much as 60% of the total IT spending, worldwide. As businesses scale their operations and increase in size and maturity, the expenses keep rising too. To offset the excessive burden, the integration of IT Service Management operational processes that are more tactical in nature makes absolute sense. By reducing costs significantly, scaling for enterprises with access to automated features of the ITSM tools and minus excessive hiring of staff enables them to transform into performance-oriented businesses in a shorter period of time.
For any business, it is extremely important to get the maximum out of its available resources. Instead of continuing with long drawn manual processes, all components of the enterprise will work more efficiently with the introduction of IT Service Management tools. With the automation of several repetitive operations procedures, the lifecycle management of IT assets are greatly optimized. Credible ITSM service providers enable rapid service delivery through comprehensive ITSM software.
Improve Accountability Through Standardization:
It is essential for every business to strike a balance in terms of all the services and procedures as far as enterprise operations are concerned. This becomes a seamless process as it is one of the core objectives of ITSM which is to standardise IT service delivery. This is done by implementing functions in combination with documented procedures for providing individual IT services. This allows the business to easily monitor operator actions and track the inflow of service requests and incidents. By creating this high level of visibility, ITSM helps businesses to ensure compliance with policies and procedures by reviewing and verifying the consistent delivery of IT services across the business.
Better Service and Customer Experience:
Two important components of IT Service Management comprise of service delivery and customer experience. By aligning the unique needs and activities of the business with the help of ITSM, leads to the formalizing of ticketing and incident response system. With quick responses to raised tickets results in the delivery of better customer service and boosts the overall user experience.
Investing in ITSM software and tools helps organizations achieve better ROI and improve overall business performance.