ITSM is about optimizing IT by reducing manual labour with automation. It is controlled by a workflow management system and a tool for a configuration management database that deals with incidents, service requests, problems and changes and connects incident, service request, problem and change in records with each other. This helps increase IT efficiency and productivity through defined roles and responsibilities, reducing system issues. Moreover, it also aids process implementation based on best practices, eventually saving costs. ITSM has a system buildup that supports counter-regulatory and compliance challenges with higher visibility and understanding of IT services. ITSM also has several business benefits such as a thorough analysis of the system provides a better understanding of business needs and the advanced IT service offers higher business productivity with increased value and cost-efficiency. Along with better customer satisfaction, ITSM improves governance and reduce risk, while increasing competitive advantage. It ensures the right ROI for organizations by providing an appropriate mix of people, processes, and technology.
ITSM is a step by step procedure that scans the entire IT of an organization and thus needs a service strategy first before moving into the operation. It is crucial to have a logical and convenient framework for an organization’s ITSM process building. The strategy should be built after a complete analysis of the company and should include everything from defining the services that the organization will offer, recognizing and developing the required assets to keep processes moving, and strategically planning every step. But to meet business demands, one should also plan and design the IT services the organization offers. This service designing process takes care of the ongoing services for their further development, apart from creating and designing new services.
But once the designs for IT services and their processes have been finalized, it’s important to build them and test them out to ensure that processes flow according to the needs of the client. While designing the procedure, the IT team needs to ensure that the designs do not interfere with the services of the organization. Generally, the problem occurs when the IT service processes are upgraded or redesigned, because such transitions involve risk, to control which, the process should include change management, evaluation, and risk management and be proactive during transitions.
Then comes the implementation process, which involves the service operation. As the newly developed designs are implemented in a live environment, it is ideal to closely monitor the processes and workflows. Even though the process had been tried and tested a few hacks might come up from here and there, especially when customers start using the services. To ensure continuity in service delivery, the IT team needs to be proactive.
Post-implementation needs continual service improvement (CSI) because implementing IT processes successfully is not the final stage in any organization. IT has a never-ending scope of improvement and innovation on upcoming technology and issues. Moreover, with time, customer needs and demands also keep growing. To identify the areas that need improvement and changes, organizations can make use of Key performance indicators (KPIs) and metrics. As a permanent solution, IT help desk management solutions should always be available to offer automation, real-time analytics, and customizable ITSM processes.
Even though explained in brief, ITSM has a lot more in it and is a vast topic to discuss. ITSM looks into every intricate part of the IT of an organization right from its initiation to execution and even after that.