Benefits and Features of ITSM as a Single Solution Offering
An IT Service Management (ITSM) Studio ideally offers a workflow based configurable global platform for implementing ITSM processes distributed over multiple geographic locations and across multiple organizations, accessed 24×7 over the Web. ITSM is available as both On-Premise and Software as a Service (SaaS) offering.
Some salient features of a successful ITSM are
Customizable Workspace:
The workspace is available with industry-standard components of ITSM and are defined with a set of standard attributes (ITIL v3 compliant), which a user can change as per his/her business needs.
Process Automation:
Processes are managed by the built-in process automation workflow engine. The workflow of all transactional entities-Service Request, Incident, Problem and Change- are automated and task-based, eliminating the risk of human error associated with manual intervention.
End-to-End Traceability:
Traceability is an advanced ITSM feature that allows a user to manage functional dependencies between Service Requests, Incidents, Problems and Change Management, or a combination of these. Incident becomes easier by setting a traceability relation between transactional components.
Automated Business Rules:
Policy refers to ‘business rule’ that executes certain actions based on an occurrence of a particular event, schedule, escalation parameters or validation of an event. With the help of enterprise service bus architecture ITSM Studio can provides the facility to implement service-oriented business rules in terms of Policies.
Multiple Input Methods:
Any item such as Service Request, Incident or Change Request can be captured using rich text editor, submitting through a corporate website or portal, sending via email, importing from MS Word, MS Excel and configurable CSV file, and by using any third party tools in real time if synchronized.
Consolidated Reports:
Graphical and non-graphical reports help Service Managers evaluate the quality of service operation, service delivery and distribution of IT assets/Configuration Items among the customers. An ITSM Studio generally allows for the creation of a wide array of reports that can be created separately for each ITSM component. Getting these real time reports with an accurate data helps make faster decisions.
Dashboards:
ITSM provides ready-to-use Dashboard Reports exposed through different gadgets. Viewing all reports from one place helps the manager do less navigation in the solution and make quick decisions on service operations and service delivery.
Benefits of ITSM as a Single Solution Offering
Business benefits
In any service organization, Implementation of IT processes compliant to ITIL v3, strengthens the business process and improves the quality of Service Operations and Service Delivery. Meeting customer expectations and understanding what is expected by a customer becomes amply clear to service providers. Therefore, in a customer-focused business operation, there is enhancement of customer satisfaction and the probability of customer retention.
Financial benefits:
By virtue of ITIL best practices, the three major components of a service organization – People, Process, and Technology – get streamlined, reducing the cost of service operations. For example, the services are not over-engineered by introducing customer-focused service operations or the recurrence of Problems can be prevented by implementing a well-defined root-cause analysis and by adopting change implementation process, the impact of change in the business can be optimized.
Financial benefits:
ITSM does not undermine the right synchronization of ‘People’ and ‘Process’ in IT service operations. IT service operations become more customer-focused, letting employees clearly know their responsibilities by adopting ITIL best practices. Using Self-Service portal or Service Catalog employees become more motivated and productive.
Employee benefits:
ITSM has a straight forward approach towards ‘roles and responsibilities’ of people participating in IT service operations. So, even if different service groups are involved in a process, each of them knows their area of operations and responsibilities on a reported Service Request,
Internal benefits:
ITSM has a straight forward approach towards ‘roles and responsibilities’ of people participating in IT service operations. So, even if different service groups are involved in a process, each of them knows their area of operations and responsibilities on a reported Service Request, Incident, Problem or a Change. The inter-team communication and collaboration improves as different workgroups or roles get synchronized in a process.
A single solution with all the required built-in applications for IT service Management Solution brings a great advantage to organizations small to very large
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