Does your business have an IT department to cater to your internal hardware and software problems? What if you could utilize these activities to serve your customers better? Instead of paying an IT as a service (ITaaS) service provider, you can leverage your internal IT teams through IT service management. But before you dive into ITSM, you must learn what it is like for any new initiative. In this article at ITPro, Gabriella Buckner shares the nitty-gritty of IT service management, its benefits, and how it differs from IT Infrastructure Library (ITIL).
A Guide to ITSM
Instead of IT being a cost center, you can leverage it to bring profit to your company. All IT-related activities must add some value to your business. That can be through tangible benefits, such as revenue, or intangible assets, like customer loyalty. ITSM, by design, is customer-centric. By following its best practices, you also can reach your corporate or business goals in a more structured manner. Instead of putting out fires, your IT teams can proactively learn and enhance processes through a continuous feedback loop. They can also accelerate your business’s digital transformation, provided they have the right software and systems available.
You can gain several benefits from the IT service management framework. Not only can you mitigate more incidents in less time, but you can also increase IT cost-efficiency. Help desk agents can spend more time on complex service tickets while automating the repetitive ones. They can look after the update and maintenance of your company’s IT resources. Since you will be receiving objective data from various systems, you will get more visibility into the recurring breakdowns and downtime and plan better contingency plans. Intradepartmental collaboration is easier because teams will have a common forum to share their issues and solutions.
If you want ITSM to work in your favor, avoid utilizing another company’s ITSM framework. Your company’s processes will have unique needs. You will want to choose something customized and not ready-made.
ITIL, created around the 1980s, has become the most popular ITSM framework today. With constant upgrades, you can rely on it to provide you with guidelines to structure your end-to-end delivery mechanism and service value system (SVS). The latest version—ITIL 4—was published in 2019. It caters to the modern-day needs of IT digital transformation.
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