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How Your Business Can Benefit from ITSM Software

David Millier

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IT service management (ITSM) offers businesses a significant advantage over traditional IT. But even if your business implements ITSM and has brilliant IT employees, things can still go wrong. That’s why you need to supply your team with the best possible tools for the job: ITSM software.

What Is ITSM Software?

This would seem to be self-evident: ITSM software is software that supports the ITSM process. But what does that software actually do? And what does it look like?

Sometimes referred to as ITSM tools, this is specialized software, often focused on workflow-driven processes. Often bundled in “suites,” ITSM tools will support not just one process, but several. The core of the suite is usually the workflow management system. This system handles incidents, service requests, problems, and changes. Another tool commonly packaged in suites is a configuration management database (CMDB). ITSM tools should fulfill certain functional requirements (such as supporting automatic date and time stamping), to support ITIL’s recommended processes.

There’s a great variety of software suites available to support your ITSM processes. Since one of the greatest benefits of using ITSM in the first place is that it can be customized to your business’s needs, it follows that the tools that support those processes should also be customizable to an extent. While some businesses or vendors will opt for a suite that manages all of their processes, others may opt to implement only core tools or a less extensive suite.

Why You Need It

If you’ve implemented ITSM processes or you’re thinking about doing so, then it goes without saying that your business needs to invest in ITSM software too. Not giving your IT team the tools they need to implement ITSM processes properly is only going to frustrate them—and everyone else in your organization. But there are other benefits of using specialized software to support ITSM in your business. In fact, some of the benefits of using these tools will convince you that you need to be using an ITSM suite.

Easy Linking

An ITSM suite can facilitate linking between incident records, service requests, and problem and change logs. The software will often enable linking between these records. The tools can also link these records to configuration items in the CMDB. This can save time and it can also highlight issues affecting multiple users and link those problems or incidents back to changes or configuration information. It can also speed up resolution and the flow of information if, say, two different people are working on the same problem or if there’s a recurrent incident.

Manage Change in a Mobile World

More and more employers have employees who telecommute or work remotely. Employees who travel may rely on a smartphone to retrieve documents to take to an important meeting. All in all, today’s workforce relies more heavily on mobile technology and cloud storage than ever before. ITSM suites provide specialized tools for managing things like public/private cloud storage and for providing better service for employees on the go.

Cost Reductions

Just like ITSM processes can save your business money, so too can using the right tools for the job. ITSM software is specialized, designed specifically to support ITSM processes. Using it helps IT professionals implement those practices more efficiently and seamlessly, meaning you spend less time dealing with frustrating tech issues that keep you from doing important work. Preventative maintenance is worth a pound of cure and ITSM tools allow your IT team to keep a better eye on your systems so they can nip any issue in the bud.

Want to learn more?  Watch our video to learn more about ITSM Software and how your business will benefir from Simplifying IT! 

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Topics: IT Service Management, ITIL, ITSM Software

Simplifying IT in 6 Steps

David Millier

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Today's business environment requires sophisticated technology departments fulfilling numerous vital functions. As IT and business functions become increasingly intertwined, managing IT becomes more important—and often, more complicated. But IT management doesn't need to be complex to be effective. In fact, sometimes it's better to keep things simple—and, in most cases, it’s easier than you think. Here are 6 steps to help you simplify IT.

1.      Use an ITSM Framework

Most businesses employ a service management approach to their tech department. Using any of the various ITSM frameworks will ensure that your IT department is more firmly integrated with the rest of your business. It will also ensure that your team is always looking for ways to improve, whether it's reviewing processes or automating certain tasks. The ITSM model can also help other divisions of your firm, as they realize more efficient processes and more cost-effective ways of completing vital tasks. The framework will also ensure that your IT is delivered on a consistent basis, which makes the department much more accountable to you.

2.      Use ITSM Software Solutions

Along with adopting an ITSM paradigm, you should also invest in the tools that allow your team to implement the framework quickly and easily. Many ITSM software solutions include a suite of products that can help your IT team do everything from manage their workflows to review your processes and ensure things are running efficiently, to run reports and analyses. This will provide insight into where your business's strategic advantages lay and how a process decision might affect your business.

3.      Ensure Compliance and Accountability

There are many standards and legislation that govern almost every aspect of every industry. This is especially true when it comes to cyber security and information security in the digital age. Many standards are, in some ways, sets of minimum requirements or best practices. No matter what industry you're in, monitoring and ensuring your compliance with various standards and legislation can help you manage your IT department more effectively. Using a tool like compliance management software can help your IT team do this in a cost-effective way.

4.      Take a Risk-Based Approach to Remediation

One of IT's biggest tasks in the current business environment is detecting and mitigating security risks. The process of scanning, monitoring, and remediating vulnerabilities is known as “vulnerability management.” But managing this task is enormous. Help your IT team out by implementing a risk-based approach to your vulnerability management. This means scanning more frequently, making better rules for which systems to fix and which ones to watch, automating some patch updates, and monitoring patched vulnerabilities to ensure they've been properly fixed. Doing this might sound like a lot of work, but the tangible benefits—including increased system security—make it a more cost-effective and efficient way of managing this aspect of modern IT departments.

5.      Use Vulnerability Management Software

Just as using ITSM frameworks requires the use of ITSM tools, the use of a vulnerability management system almost always requires vulnerability management software. This software can help your team pinpoint security threats, automate patches, and monitor your systems more closely and on a more frequent basis. That means your IT team will spend less time fixing breaches or undoing damage done by cyber criminals, and more time on their core tasks, while still maintaining system security. It will save you both time and money!

6.      Keep It Simple

All these frameworks and software solutions together help you streamline your IT processes and institute best practices. In turn, that makes IT management much more efficient and effective for your business. When IT management is less complicated, it helps your organization save time and money!  Find out how Uzado can help your organization save time! New Call-to-action 

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Topics: IT Service Management, ITSM Software, Software as a Service

Top 5 Reasons Your Business Needs ITSM Software

David Millier

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If you’ve implemented ITSM processes or you’re thinking about doing so, it goes without saying that your business needs to invest in ITSM software too. A baker wouldn’t make a cake without using the proper ingredients to do so.  In the same vein, why would you deny your IT team the “ingredients” to do their jobs? ITSM software is specialized, designed specifically to support ITSM processes. Using it helps IT professionals implement those practices more efficiently and seamlessly, meaning you spend less time dealing with frustrating tech issues that keep you from doing important work. But the benefits of ITSM software go beyond simply letting the tech department get things done. These five reasons should convince you that your business needs ITSM software.

  1. Standardization and Integration

ITSM is designed to standardize IT procedures across departments and divisions. In a lot of ways, using software to support those functions is a logical extension of an ITSM framework. It’s always easier to do a job when you have the right tools at your fingertips. These software solutions work across an organization so that the benefits, like streamlining processes, can be realized in other parts of your company too.

  1. Improved ROI

You’ve invested a lot in an ITSM framework, so it really needs to pay off. ITSM can improve a business’s ROI—that’s no secret. But one of the best ways to ensure the return on your investment in ITSM is to employ software specifically designed for the job. When you employ an ITSM framework along with a software solution, it won’t be just the IT department that benefits—and that translates into a better ROI. In addition, many ITSM software solutions are suites of programs, which means that you’re getting not just one tool, but a whole set of them. Each tool can help your company with a different task, and these tools are designed to work together seamlessly.

  1. Improved Efficiency

IT professionals are good at what they do, but ask any of them and they’ll say that the right tools make their lives easier. An ITSM suite can facilitate linking between incident records, service requests, and problem and change logs. The software will often enable linking between these records. This saves time and it can also highlight issues affecting multiple users and link those problems or incidents back to changes or configuration information. Not only that, but program capabilities allow you to review workflow processes in more detail, which in turn can point to the places where procedures could be simplified. Workflow management software may even allow you to automate some steps of a procedure.

  1. Manage Change in a Mobile World

Thanks to technological innovation, more and more employees telecommute or work remotely these days. Employees who travel may rely on a smartphone to retrieve documents for an important meeting. All in all, today’s workforce relies more heavily on mobile technology and cloud storage than ever before. ITSM suites provide specialized tools for managing things like public/private cloud storage and for providing better service to employees on the go.

  1. Reduced Costs

Perhaps most importantly, ITSM software can help your business reduce costs. The more efficient delivery of services helps your employees save time and money, and the ability to visually review your workflow and determine what changes make sense allows you to make adjustments to processes and procedures that will save money. Although ITSM software might seem like a big investment upfront, the benefits far outweigh the costs. Just like ITSM processes can save your business money, so too can using ITSM software for the job.

Want to learn more about how ITSM software can save you time?  Watch our Video

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Topics: IT Service Management, ITSM Software

How to Improve ROI and IT Efficiency

David Millier

Can ITSM Improve IT Efficiency and ROI?

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Even as more and more businesses make the switch to IT service management, some people are skeptical of its supposed benefits. After all, they’ve been getting along just fine with the capabilities they have on hand and upgrading or changing the framework often seems both costly and intimidating. Promises of ITSM improving efficiency and return on investment (ROI), don’t really seem like concrete facts, however promoting efficiency, thereby saving time and money, is at the core of ITSM

IT Service Management Is Efficient

When information technology departments first started cropping up in businesses, there weren’t any guidelines for most professionals. In many organizations, employees simply created procedures on an ad hoc basis, solving problems as they cropped up. Solutions and processes varied not only from organization to organization, but even within different departments of the same company. Eventually, people began to realize that this patchwork set of practices was problematic, and the idea of IT service management was born.

One of the major features of any ITSM framework is a focus on standardization and integration. This means that a procedure will be carried out the same way across an organization. Since procedures can be replicated, time and time again, the end result is that information technology departments become more accountable. Processes can become automated and problem reporting becomes more uniform, which makes identifying recurrent issues easier. The data acquired from using workflow management software can inform a business about where processes could be simplified or improved to cut costs or save time.

These frameworks also focus on ensuring uniform service delivery: upgrades are planned and implemented centrally across the organization. Everyone in the organization is running the same systems and software. It’s obvious that using an ITSM framework can make an IT department more efficient very quickly.

What about ROI?

It’s clear that using a framework like ITIL or Six Sigma makes a lot of sense for most organizations. However, the benefits don’t stop with improving the tech department’s efficiency—businesses can also use one of these frameworks to improve ROI.

For many organizations, investing solely in the tech department can seem like a risky venture. Part of the problem is that many people don’t see the advantages for other divisions in an organization. An excellent example is the Dartmouth-Hitchcock Medical Center, which improved efficiency in every department, from the hospital dispatch team to the security and safety department. Rather than seeing improvement in IT alone, businesses using ITSM see increases in efficiency across multiple departments. ITSM can help cut costs and save time, which, in turn, improves your return on investment in the system—and your business.

Another advantage of using one of these frameworks is that they can help organizations understand where to cut costs, both in the tech department and outside of it. This is especially useful in a tough economic environment; instead of employing the layoff mentality most businesses use during a recession, ITSM can show where processes can be improved and simplified to cut costs. Another bonus? It can tell you which project investments will yield the highest ROIs for your organization—which means tough decisions about where to invest funds are a little easier to justify.

The Sum of It All

The old adage “don’t believe everything you hear” doesn’t quite apply to ITSM; you should most definitely believe that ITSM can and will improve both efficiency and ROI in your organization.

Want to learn more about how you can save time and improve ROI, contact Uzado today for a demo.

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Topics: IT Service Management, ITIL, ITSM Software