Imagine you’re processing an offer for a contract when the internet suddenly goes off or your computer randomly shuts down. It’s annoying. Avoiding this situation altogether, or at least minimizing its impact, requires a well-thought-out ITSM (IT Service Management) strategy.
But that is easier said than done!
ITSM is the set of processes used to design, implement and deliver IT services. Ideally, it creates the right mix of people, technology and practices to ensure a smooth and efficient process.
Different ITSM tools serve different purposes to meet different business needs. Some tools focus on ticketing, while others offer broader capabilities for identifying and remediating the root cause of negative incidents.
When talking about ITSM, don’t forget ITIL, which has become an acronym for IT Infrastructure Library. ITIL is one of the most widely used frameworks for ITSM implementations. It provides general guidelines and is not related to any specific area. Organizations typically choose and implement policies based on their needs.
The most commonly used ITIL practices are incident, problem and change management.
This practice deals with everyday occurrences. It can happen at any hierarchy level within the company (for example, if a new employee doesn’t have access to her CRM tool).
To manage incidents, agents create tickets and support teams handle issues. Ticketing is more efficient than other methods. It helps you prioritize issues, collect all incidents in one place for review and analysis, and track incident history.
This practice is aimed at identifying and solving more complex problems. If you see many incidents related to the same problem, they may all have one common cause. If all your new hires have the same problem when signing up for your CRM tool, it means your signup process isn’t set up properly. Problem management takes care of that.
Change management involves evaluating ongoing processes and current technology to maximize business value. This ensures that your IT services are stable and reliable, and can adapt quickly to your business needs.
ITSM is a complex process, It can cause problems in various sprints;
Automation: When IT departments spend most of their time setting up employee accounts, they don’t have time to deal with more complex IT issues. To free up your IT team, you need to automate routine tasks.
Integration: A successful system integration ensures that half of your data is not lost when moving from the old system to the new. If your legacy and new systems are incompatible, you’re putting your data at great risk.
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