What is ITSM?
Information Technology Service Management (ITSM) is a collection of IT management processes that enable your organization to design, deliver, support, and manage IT services. Organizations that implement an ITSM strategy view IT as a service provider that focuses on delivering quality services to internal customers. This is a shift from the traditional view of IT as just a department that manages technology.
A robust ITSM strategy can help your organization align IT services with business needs while also providing value to your internal customers — employees. From Information Technology Infrastructure Library (ITIL) best practices to automated workflows, a modern ITSM solution lets you focus on end-to-end service delivery that enhances the employee experience.
Why Do Businesses Need ITSM?Every single department in the organization provides a service. These services can include resolving incidents or disruptions, budgeting, executing organizational change, and more. Employee needs range from the standard password reset to updating 401(k) contributions and everything in between. ITSM is the solution that allows you to fulfill the need of every employee in every department.You can drive increased productivity and employee satisfaction by implementing a service management strategy across the organization that focuses on meeting employees’ needs. And put simply, happy employees = happy customers.According to research conducted by HDI in 2018, more than half of organizations that have expanded service management beyond just the IT department have experienced an increase in employee satisfaction. Seventy-five percent report an increase in productivity.
ITSM BenefitsEffective service management means employees are connected, confident in their ability to receive timely solutions, and satisfied with the organization's efforts to get them the resources they need to do their jobs well. Here are some of the top benefits of ITSM to your organization:
- Streamlined Communication for Service Delivery: Do away with long and misguided email chains between requesters and service providers. Make the process seamless and painless, so requests go to the right person at the right time and through the right channels.
- Save Time and Money: Provide solutions as quickly as possible so employees can get back to business.
- Unified Platform for Seamless Employee Experience: Connect employees to solutions from any department.
- Work Smarter, Not Harder: Create a better experience and more efficient service desk. Let your service desk solution handle the time-consuming tasks while your team focuses on solving problems and the actual service delivery.
- 360-Degree View of Service Data: Create harmony in a sea of dissonant data. Use a single platform to track every IT asset, connecting them with incidents, changes, users, and services that impact your organization.
ITSM vs. ITILWhile ITSM is the strategy by which you manage the services you deliver to employees, ITIL is about how you use ITSM. It provides a guide that leads organizations to the best practices for ITSM.It’s possible, and not uncommon, that your organization is using ITSM but not ITIL. However, to get the most out of your ITSM strategy, it’s important to understand what and how to implement ITIL best practices. ITIL ensures your ITSM is operating efficiently and cost-effectively.
ITSM CapabilitiesThe purpose of ITSM is to provide your organization with the tools it needs to run smoother and more efficiently. With ITSM, IT departments can design, create, deliver, support and manage IT services.
The best way to keep your ITSM within the ITIL best practice framework is to use an effective help desk or service desk management software.
Ensure your ITSM strategy is operating at its maximum potential by routinely analyzing these four key performance indicators with a robust IT audit management solution:
- Growth and value – track revenue growth and compare to investment and utilization
- Budget adherence – optimize the use of available funds and avoid unnecessary expenditures
- Risk impact – identify and evaluate the consequences of risks taken or avoided
- Effectiveness of communication – examine customer feedback and measure customer satisfaction and awareness
The best way to keep your ITSM within the ITIL framework is to use an effective help desk or service desk software.Learn More