IT service management has come a long way since the days of printouts and manual processes. Today, it’s about using technology to improve your business performance through streamlined operations, effective change management, and customer satisfaction. Use this guide to learn all about ITSM, including how it works and how you can get started with it in your organization.
A is for Assessing
When setting up a new IT service management program, one of your first orders of business should be assessing your current setup. An assessment provides you with a snapshot of where you are right now and helps you gauge where your business is going in terms of processes, technology, and service management. Conducting an assessment lets you map out any potential issues before they become problems.
B is for Business Improvement
Before implementing an IT service management system, it’s important to identify and target your desired business goals. You can easily reduce costs and increase efficiencies by streamlining workflows and automating processes with an ITSM framework. The tool is flexible enough to handle all sorts of businesses – big or small, established or new. Start by identifying what you want to accomplish, then find a tool that aligns with your vision for improvement.
C is for Customer Expectations
A major function of IT service management is to help business units understand and meet their customers’ expectations. Because so many factors affect customer expectations, understanding them from all angles can be a challenge. A good way to do that is to survey your organization’s customers about their biggest pain points, including inefficiency with legacy systems and internal resistance to change. Based on these findings, prioritize which areas need improvement first.
D is for Delivering Services
The IT department handles some aspects, while customer service deals with others. But when customer experience is your top priority, it’s critical to ensure that everyone who interacts with customers does so consistently and efficiently. That’s where an integrated approach to providing services comes in: An effective IT service management strategy will connect systems across departments and teams in order to maintain a consistent experience for every interaction.
E is for Enabling Technology
So, what’s enabling technology? It’s anything that helps a company measure and collects data related to service quality, including devices, software, and platforms. One popular enabling tool is unified communications (UC), which enables users to access voice, video, and other collaboration technologies from one place. UC also allows organizations to track these services by creating standard metrics based on UC usage.
F is for Financial Foresight
When you’re starting out, your business will often be resource strapped. This makes it imperative that you plan for any possible growth – before it happens. Doing so will give you enough time to source for new people and materials to scale up your operations as needed. One good way to start is by identifying whether a growing customer base has created extra capacity issues – if yes, then you’re most likely headed towards exponential growth.
Micro Focus entry-level introductory course will provide students with an introduction to IT service management. It aims to establish a basic understanding of its benefits for both businesses and customers.
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