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Rethinking ITSM for Better Results

Rethinking ITSM for Better ResultsTo date, ITSM has been viewed as just one component of the IT infrastructure library (ITIL) processes. However, with the ongoing shift from fragmented of IT operations services to a more end-to-end, service-driven approach, the concept of ITSM has been positioned to play an increasingly critical role in overeall business operations. In order to successfully navigate this shift toward service, IT professionals must rethink what this practice is really about and how it will serve their organizations moving forward.

The Origin of ITSM

When it was originally developed, ITSM was intended to bring a more unified approach to how technology services were integrated throughout the organization. Rather than managing individual components, ITSM focused on developing a collection of best practice processes (ITIL) and using these best practices to deliver end-to-end services. Organizations would conduct ITSM audits which measured things like ROI, budget adherence, the effectiveness of communication and the ability to effectively detect and evaluate risk. The purpose was to identify areas that needed improvement so that IT services could be better honed to benefit the organization as a whole.

The Missing Piece…

While in theory ITSM is still a solid practice, in order for it to be truly effective it must evolve along with the changes of IT on a more holistic basis. What’s missing from the initial concept of ITSM is the end-user – the customer, so to speak. Internal processes may have been significantly improved, but if these improvements don’t trickle to the customer, it’s not a real victory.

Changing the Perception of ITSM

In order to get the most out of ITSM, there must be a shift in viewpoint from strictly internal to also include external value. The easiest way to do this is to simply drop the “IT” from ITSM and replace it with automation. This essentially expands the benefit from the internal operations of the enterprise to also improve the customer experience through the delivery of higher quality service and faster outcomes at a much more attractive price. Internal processes are streamlined and made more efficient, while external service also improves. In other words, it’s a win-win.

If businesses are going to be successful in the future, they must leverage new and changing technology to truly deliver the unique and unparalleled experiences that their customers are seeking. Adjusting the concept of ITSM to incorporate automation into the mix will accomplish this goal, providing the competitive advantage needed to thrive in the coming years.

Want to learn more about how automation can position your organization for future success? Check out our free ITSM Automation eBook. 





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Benefits of Combining IT Service Management (ITSM) and Automation

Benefits of Combining IT Service Management (ITSM) and AutomationIT professionals are probably already aware of the many benefits IT service management (ITSM) and automation present when used individually. What many have still not taken advantage of, however, is the enhanced positive impact combining the two together (ITSM automation) can have on both operations as well as the business as a whole. Here’s how.

First, let’s examine some of the many benefits of IT process automation on its own:

  • Lower cost of operations
  • Reduction of costly human errors
  • Faster process execution
  • Adaptability and scalability based on changing business and IT needs
  • Ability to adjust to the ever-shrinking pool of IT resources
  • Taking repetitive, menial tasks from skilled IT personnel so they can focus their efforts more effectively

Now, let’s take a look at some of the specific advantages IT  service management has for a company, based on a report by Forester:

  • 85% improvement in staff productivity, allowing the business to become more competitive
  • 83% improvement in quality of service, which increases uptime and enhances customer service
  • 65% improvement in reputation of the business
  • 41% reduction in operational costs – money which can be reinvested in newer and more innovative initiatives

As you can see, some of the benefits of each of these disciplines when used individually overlap.

Finally, let’s go over some of the ways combining the two into IT service management automation can further enhance these benefits.

  • Reduces the need to depend on people, as best practices are clearly defined and IT automation is leveraged to allow technology to do the heavy lifting
  • Subsequent reduction in people dependency brings with it a greater cost savings to the company as a whole
  • Enhanced reduction in human error
  • Accelerated and improved incident response process
  • Greater IT service delivery process, which improves both internal service levels and external customer satisfaction

These incredible results make it that much clearer that ITSM automation is the way of the future when it comes to leveraging both IT best practices and sophisticated process automation tools. Where one alone can be powerful, combining the two will bring business benefits to the next level.

Are you ready to develop and implement an effective IT service management automation strategy for your organization? It all begins with a simple download.

Start your free 30 day trial today and learn firsthand how you can put this strategic combination to work for your business!





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