The ITSM solutions
Currently most business services require IT to ensure best ways of offering and achieving customer satisfaction. IT service enterprises often face challenges such as delivering quality IT services aligned to business goals, improving service efficiency within a given budget, maximizing return-on-investment (ROI) and synchronizing people, process and technology. To overcome these challenges, enterprises looked at shifting focus from their ‘technology-oriented IT management’ strategies to ‘service-oriented IT management.’ This shift also resulted in enterprises recognizing the importance of managing IT and their business requirements in such a way that enhanced services can be guaranteed with optimum investment on resources (people), workflow (process), and IT infrastructure (technology).‘Service-oriented IT Management’ is popularly known as – IT Service Management (ITSM).
The ITSM methodology ensures greater visibility into IT operations and functional services and in this it is the Information Technology Infrastructure Library (ITIL) that provides guidance in terms of ‘best practice framework’. The framework is founded on the basis of good practice in Service Management, has been used by most IT service organizations, and is now considered as a universal standard. The ITIL framework explains how to enterprises can manage IT infrastructure and streamline the resources (People – Process – Technology) to achieve their varied business objectives. The ‘service oriented’ approach of ITSM focuses on organizing people and service operations in the best possible way, and managing IT infrastructure to deliver the best service.
The IT Service Management solution you need for your enterprise should be designed in such a way that it can enable efficient alignment between your IT service operations and your specific business goals. The solution should be web-based one wherein you can configure as per the requirements of their business verticals without any codes. Also it should come inbuilt with 4 transactional components consisting of service request, incident, problem and change management. Additionally these components should be such that they are managed in separate silos. For best and practical implementation of ITSM methodology in real-life, the solution your enterprise opts for should also come equipped with components like Configuration Items and Knowledgebase.
Your IT service management solution should also assist in providing your service managers with graphical and non-graphical reports that can help them in their evaluation of the quality of service operation, service delivery and overall distribution of IT assets. The solution therefore needs to be equipped with the facility wherein it can create a wide array of reports be it tabular, Form, Distribution Metrics, Matrix, Trend, Custom Crystal or a Word report.
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