What is IT Service Management?
ITSM (or IT Service Management) refers to all the activities involved in designing, creating, delivering, supporting and managing the lifecycle of IT services and IT services refers to any IT related technology that a user uses, this could be from the laptop or phone to the application/software installed on them or peripheral hardware such as printers and scanners. It also refers to the backend services that support these hardware and applications such as the network (WAN, LAN and WIFI), password resets or even access or license allocation.
There are many ITSM tools such as BMC Remedy, ServiceNow, MicroFocus Service Manager etc. that can help an organisation run their Service Management processes effectively. The majority of the tools can be customised to the specific service management processes that are implemented in an IT organisation and out of the box are following ITIL best practices.
Which ITSM tools should I choose for my organisation?
There are a variety of ITSM tools in the market and selecting one is a challenging task. The main starting point is to understand your business requirements now and how that might expand over time. Also, security is an important aspect as some of these tools can be only purchased as a cloud solution and some as on-premise only. One of our consultants can review your needs and provide you with the best possible option.
As of July 2019, the Gartner Magic Quadrant for ITSM has two leaders in this market with other vendors soon challenging their position.
At Perisia Consulting we will help you assess your requirements and perform a capability match against one of the leading tools in the market.
We will look at the long term plans of upgrading and maintaining such tools and finding the most cost-effective option.
The potential benefits of a successful service management transformation can be valuable, and more than enough to support the investment. However, a more compelling reason may be the rapidly expanding ecosystem for technology-enabled solutions that today’s IT organisations must compete with.
If IT is unable to deliver services and products with the same level of responsiveness, quality and cost as external providers, they will experience a declining role and may even be viewed as an impediment to a growing and ever-evolving business.
Also, it is found that in such organisations the process and technology debt is high. This means that processes are organically evolved without a medium to long term strategy or plan. This makes it very difficult and expensive to maintain or change such processes. As a result, tools are then usually developed over time to match the needs of such processes which results in highly developed, customised and costly to maintain tools.
This is why process transformation is a very compelling option for fast-maturing organisations. Aligning processes to best practices or standards become extremely vital means of staying relevant in the marketplace and in the long term, keeping cost under control.
At Perisia Consulting, we help our clients to understand where they are in Service Management process maturity. We utilise the Capability Maturity Model Integration (CMMI) to assess and appraise the process maturity level and provide recommendations and roadmap to maturity.