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Have you ever realized that within a company, every piece of hardware like a printer provides some kind of service? With that in mind, does your company adopt ITSM for managing its technological services?
There’s no doubt that since its emergence, technology is an important ally to businesses., With recent events such as the Covid pandemic, however, its relevance became even more evident. Today, it’s difficult to imagine how to carry out a process from start to finish without using digital tools.
Dependence on tech ended up creating a new challenge for companies: how to maintain the efficient, updated, and uninterrupted provision of technology services?
To face this new scenario, the concept of IT Service Management (ITSM) emerged. So let’s understand what it is, how it works, and which platform is a great ITSM ally.
What is ITSM?
An IT Service Management, or ITSM, is a tool for managing the entire IT service lifecycle. Being strategic, it aims to find means for technological resources to be used and leveraged properly within companies.
The word “service” should be understood broadly. It refers to everything that the IT department does to meet user demands. Developing solutions or handling support requests are classic, common examples of IT services.
ITSM involves processes, activities, and tasks, from creation to the actual provided support, for instance. Its concept emphasizes that IT should function as a single service, focusing on business objectives and user needs.
We previously asked if you consider a printer to be a service provider for your company. And the answer is yes. From the perspective of IT service management, its service is to print reports and documents. In other words, it’s an input that needs to be managed.
In this aspect, ITSM encompasses all aspects related to information technology, from basic configurations to adverse events, breaches, servers, software, hardware, etc.
Adopting ITSM is important because technology is requested daily. And, directly or indirectly, it is involved in the execution of all companies’ activity flows.
What are the ITSM processes?
ITSM processes are planned, coordinated, and executed activities to manage, provide, and improve organizations’ IT services.
Focused on aligning technology with business needs and objectives, ITSM manages:
● Service requests: involving customer support, such as password resets, application access, software enhancements, updates, etc.;
● Knowledge: a multidisciplinary approach involving collecting, organizing, analyzing, distributing, and managing the knowledge and information of a company. It includes technical specifications, best practices, and lessons learned;
● IT resources: covering monitoring, control, and proper use of technological resources throughout their lifecycle;
● Incidents: tracking and responding to an unexpected event or service disruption. As companies demand many technological services, failures are commonplace and must be quickly addressed. This management aims to restore normal operations as quickly as possible;
● Continuous improvement: involves identifying and constantly implementing strategic improvements to businesses, changing scenarios in favor of evolution and service efficiency;
● Changes: ensures that standard procedures are used to efficiently and quickly change IT infrastructure. Through this point, management provides context and visibility to avoid bottlenecks and reduce risks;
● Changes and releases: mapping scheduled and planned changes to the infrastructure so that they are successfully implemented with minimal risk;
● Configuration: provides a reliable repository for system information, providing greater control and meeting needs;
● SLA: monitoring service levels to identify weaknesses and develop corrective actions to avoid non-conformities and increase user satisfaction.
The benefits of ITSM
IT service management benefits the company as a whole, especially departments and individual users.
In this sense, ITSM ensures:
● Greater agility in adaptation, with flexible methodologies to respond promptly to market changes;
● Cost and waste reduction;
● Improved response to problems and incidents, minimizing impasses;
● Compliance with sector-specific regulations, so that processes are carried out within legal limits;
● Improved service delivery, implementing consistency and high quality, ensuring total user satisfaction;
● Greater productivity for the IT department;
● Higher process efficiency and optimization;
● Encouragement for an innovation culture;
● Continuous work due to the ease of accessing information and making support requests from any device, time, or place;
● Clarity in task distribution and responsibilities.
Success formula: adding ITSM and Fusion Platform together
Neomind’s Fusion Platform is an Integrated Management Platform that allows coordinating various organization functions and processes in one place. This scenario facilitates adoption and execution of ITSM processes.
By integrating with other software, Fusion collects, processes, stores, and provides centralized data from various sources. Integration, combined with remote access, provides IT teams with access to precise and up-to-date information on services, incidents, changes, or issues.
Specifically regarding support, there is a record of opening or closing times for tickets.
With Fusion’s document management capabilities, agreements and contracts are fully complied with following deadlines and specific characteristics. On top of that, processes are recorded to facilitate access to technical specifications and work instructions.
Since all movements are recorded and traceable, there is visibility and control over the entire environment and service performance.
Another important benefit is the execution of tasks, such as opening tickets, approving changes, or managing assets, directly on the platform, with process automation.
In the Analytics module, valuable information such as performance indicators, and data related to processes and systems are monitored in real-time.
By implementing the platform, organizations can maximize ITSM initiatives through a holistic view of IT service management.
The culture of adopting innovative technologies, optimized and constantly improved operations, makes departments more collaborative and integrated.
Fusion Platform and ITSM are intrinsically linked when it comes to improving IT services, increasing operational efficiency, and meeting business needs.
Want to enjoy all the benefits of ITSM?
Try Fusion Platform and see how an Integrated Management Platform can provide greater efficiency, control, and productivity for your business’s IT services.
