IT service management (ITSM) is the prevailing paradigm in delivering IT service in many businesses today. It’s lauded as a more efficient, more effective approach to IT; it replaces a model where IT focused less on service delivery and more on systems, and was often isolated from other business operations.
Still, some firms resist ITSM, usually because they don’t understand how it can help them improve not just IT, but their operations as a whole.
When IT departments first started cropping up in businesses, the model they operated under often focused on systems, not service. These tasks were also viewed as being separate from the other processes and procedures, which meant IT was often isolated from other departments and divisions.
As such, there was little concern about standard procedures—at least, at first. As businesses realized that their IT woes were being solved in an ad-hoc and often patchwork manner, they began to realize the importance of standardizing IT operations. No longer would each IT team member approach a problem with his or her own brand of solution; there would be a single, systematized process—a repeatable action. Using a standard increases accountability, as it becomes easier to see just what went wrong when something goes awry.
It Improves Knowledge
IT service management gives firms better insight into their IT operations, both in terms of current capabilities and future capacities. That’s invaluable when you’re attempting to grow your business; you know before you branch out whether you already have the IT support and capabilities, or whether you’ll need to invest in upgrades or new technology or even add to your team to help support your expansion.
ITSM also helps you create a better knowledge base for your IT team members. With a standardized process in place, they can keep better track of tickets and issue resolution, which can make it easier to compile information about past issues and how similar issues have been resolved.
Reporting is also simplified. With better information in hand, your IT team can work smarter, not harder, and you can make better decisions about how IT is handled.
IT service management offers many benefits. One of the great advantages of ITSM is that it helps businessessave time on their IT operations. With a standardized process, IT team members always know what they’re doing or what they should be doing next.
And with more information about past issues and resolutions at their fingertips, IT team members can resolve issues more quickly. ITSM also helps integrate IT functions across divisions and departments, which can keep IT running more seamlessly and even help other business units work together more closely.
Finally, with a focus on change management, IT service management helps reduce downtime due to upgrades and other changes in the IT environment.
With a more efficient, effective process, IT service management also helps firms save money. When your IT employees can work in a systematic, standardized way, resolving issues more quickly, it means they can be more efficient, which reduces their time on each individual task. Each team member can then be more productive—which leads to better cost efficiencies in the IT department.
But ITSM can also help you save money in other departments. For example, the integration of IT into other business units’ operations can help automate certain tasks or functions, thus improving efficiencies. IT service management may also help you realize where there are efficiencies in a workflow or it may illuminate where there are synergies that could be realized across different divisions or units.
ITSM can help you take advantage of those opportunities, which can in turn lead to cost savings for your business.