Essentials of a Successful IT Service Management Solution
Most businesses these days are managed by IT and it is no surprise that organizations are investing tremendously in IT to achieve customer satisfaction. With major investments in IT, there are several major challenges that IT service organizations can face. They are the ability to deliver quality IT services aligned to business goals, to improve service efficiency within a given budget, to maximize return-on-investment and the challenge to synchronize people, process and technology. It became necessary for organizations to shift focus from ‘technology-oriented IT management’ to ‘service-oriented IT management’ to overcome these challenges.
Enterprises also began recognizing the importance of managing IT and their business necessities to ensure that improved services with the best possible investment on resources, workflow and IT infrastructure. IT service management needs to have a straight forward approach towards ‘roles and responsibilities’ of people participating in IT service operations. As a result, even if distinctive 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. This way, there could be an improvement in the inter-team communication and collaboration mostly as different workgroups get synchronized in a process.
A successful IT service management solution should come with a business driven method that ensures ‘Quality,’ ‘Agility’ and ‘Performance.’ It should be a 100 percent web-based solution that services organizations can codeless configure as per the requirements of their business verticals. It must also
* Provide numerous ITSM applications in a single solution offering and that includes Service Request , Incident, Problem and Change Management
* Provide 100 percent Web-based global access without any client side software
* Meet global standards with ITIL v3 compliance
* Achieve automated workflow process with Drag and Drop visual process designer
* Promote self-service and also have a built-in Service Catalog
* Analytic Reports & Dashboard with drill down capability to the record level
* Implement highly demanding SLA & Escalation Policies to enforce business rules
* Work behind very secure firewalls
* Achieve best-of-breed ITSM tools’ integrations with third-party tools,
* Be accessible via mobile devices.
The best ITSM software solution will provide a workflow based configurable global platform for implementing ITSM processes distributed over multiple geographic locations and across multiple organizations that can be accessed 24×7. It is therefore important to invest in an IT service management solution that comes with special organizational potentials that provide value to your business.
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