Service Management Delivers Business Value With improved operational efficiencies, increased staff productivity, reduced risk, and increased customer satisfaction, IT service management will help organizations move from functional to exceptional. IT service management, often referred to as ITSM, is simply the way IT teams manage the end-to-end delivery of IT services to customers. This includes all processes and activities to design, create, deliver and support IT services. ITSM (or IT Service Management) refers to all activities involved in designing, creating, delivering, supporting, and managing the lifecycle of IT services.
Although the most common perception of ITSM among IT users (employees) is simply “IT support,” ITSM goes far beyond solving everyday problems. Your IT team is responsible for the comprehensive administration of these services. IT service management (known as ITSM) is the art of deploying, managing, and delivering IT services to meet the needs of an organization. Ensures that the right mix of people, processes and technology is in place to deliver value.
Efficiency simply means making the most of the resources available to you. IT service management has many components that help organizations maximize their resources. One of the components is IT asset management, the set of processes used to optimize IT asset lifecycle management and seek the most cost-effective strategies for asset acquisition and disposal. The adverse effect of serious problems can be mitigated through major incident management and IT service continuity.
MOF: Microsoft Operations Framework is a series of guides for creating, deploying and managing efficient and cost-effective IT services. The ability of these application suites to make it easy to link incident, service request, problem, and change logs to each other and to the CMDB configuration item logs can be a major advantage. Standardization of processes also leads to more predictable outcomes and faster and more timely delivery of critical services. With a reactive service model, any IT professional could handle any problem that arises and several people could make changes to a project.
A wide variety of ITSM software tools are available on the market, from standalone applications to platform services. ITIL defines a service desk as the single point of contact between the service provider and users. USMBOK: A Series of Publications and References for Professionals Working in Service Provider Organizations. Enables organizations and individuals to deliver cost-effective IT service management (ITSM) aligned with business vision, strategy and growth, and acts as a single point of contact between service provider and end users.
CIO WaterCoolers ITSM Annual Report states that companies use ITSM primarily to support customer experience (35%) and quality of service (48%). Creating accountability through standardization of services is a defining feature of IT service management and helps IT organizations improve compliance with IT policies and procedures for service delivery. Ultimately, ITSM practices help keep the entire business running at its best by creating a more efficient and productive IT department that delivers better services. When IT staff has clear roles, they take responsibility for the services they are responsible for providing.
This step helps to determine what exactly customers need and to verify if the service is financially viable. .