With about a decade in IT management and consulting — I have learned some valuable truths about people, process and management along the way. I have realized that in order for IT to significantly contribute to the bottom-line of an organization or increase productivity and optimized costs for businesses, it is of utmost importance to ensure ITSM methodology successfully supports departments outside of traditional IT.
What is ITSM, you may wonder. As experts put it, ITSM is a set of process that detail best practices based on ITIL standards to enable and optimize IT services in order to satisfy business requirements and manage the IT infrastructure both tactically and strategically.
Imagine when you have limited IT resources to attend to users needs, and demand is on the rise, IT departments can quickly become overwhelmed with barrage of requests. This often occurs when manual processes and multiple applications are used to receive and track service tickets. However, without a systematic process to handle requests and promptly deliver services, breakdowns often occur, causing user satisfaction to suffer. This is what ITSM is set to eliminate.
IT service management can be likened to a craft of implementing, managing, and delivering IT services to meet the needs of an organization. Beyond this, its primary focus is the need to align the delivery of IT services closely with the needs of the business. In doing so, there are three basic components ITSM is enshrined in:
In other words, ITSM is the art of making a business run with the aid of Information Technology.
As technology becomes integral to nearly every business, companies are looking for ways to incorporate IT service into overall business needs. ITSM helps businesses build structure around the lifecycle of IT services, from creation to management and upkeep.
Leveraging ITSM presents the IT organization with “a great opportunity to step outside of its comfort zone and partner with the business,” Prestridge said. “IT must become much more of a facilitator of innovation rather than an owner or controller of innovation. This symbolizes to me that ITSM isn’t just the job of IT unit or consultants, it is a matter of fact the job of every person aspiring to contribute his/her quota to the progress of the organization.
Every business is looking for ways to increase productivity and minimize cost. You can only gain efficiencies though better communication and synergy with other service unit and this is where ITSM fits in well. It helps align business functions, largely by synchronizing cross-functional business processes “so everybody knows what is needed and when.” Said Ann.
The enormous benefits of ITSM in business management cannot be overemphasized, according to Rick Leopoldi, the service delivery of ITSM to an organization can be summarized as follows:
IT Service Delivery
· Availability Management — optimize IT infrastructure capabilities, services, and support to minimize service outages and provide sustained levels of service to meet business requirements
· IT Service Continuity — managing an organization’s capability to provide the necessary level of service following an interruption of service
· Capacity Management — enables an organization to tactically manage resources and strategically plan for future resource requirements
· Service Level Management — maintain and improve the level of service to the organization
· Financial Management for IT Services — managing the costs associated with providing the organization with the resources needed to meet requirements
In the light of all that is said, it is unambiguous why ITSM is an important service tool for any organization or entrepreneurs to adopt the guide in the management of its IT resources for efficient services and increased productivity.
Written by : Ehimare Ibazebo ITIL Specialist