Identifying your business requirements constitutes of a significant part of the ITSM service lifecycle. As an IT service delivery organization CIO or CEO, you need to understand and manage your business requirements in order to offer the most optimized service delivery processes and the level of service quality your customers deserve. Following ITIL frameworks, you can update or build services that aligns with your overall business goals, so that you get the most from your IT investment.
Why Is ITSM Important?
IT Service Management or ITSM covers all the processes and activities that take part in the IT service lifecycle including design, creative, delivery and support services. What covers your IT services? Well, any kind of technology usage whether it’s your workplace laptop operating system license, your apps installed on systems, a printer your office uses, or the network you’re on. Anything that comes under the jurisdiction of your IT department, also comes under ITSM.
If your company is still operating among the perception that your IT team is just your IT support that solves day-to-day problems, think again! Your IT handles and is responsible end-to-end for such services. ITSM as a whole is responsible for all IT activities and can combine frameworks like ITIL, agile, and DevOps for consistent business results across ideation through deployment.
What to Look for in your ITSM Tool?
Your business requirements dictate the need for new functionalities within your ITSM tool. ITSM pulls in important factors like data protection, security, operations, and even management of human resources that has pivotal implications on dependencies, and priorities for your business processes. By having a better gauge on your specific needs, you can look for the most suitable solution for your company. Some of the things to consider include:
- Answering what is the business problem you need solved? Get an understanding of what is missing from your existing ITSM and how you can improve your IT service delivery?
- Answering why you need ITSM? The answers can include managing assets, implementing self-service portals, streamlining service requests, and such.
- Can your ITSM tool integrate? If you’re currently using multiple third-party applications, you may consider migrating to an ITSM tool that integrates all your workflows and automates them like ServiceNow ITSM.
Features to Consider in your New ITSM Tool
Here, we list some of the most important features your ITSM tool needs irrespective of the industry you’re working in.
- Consider if your ITSM software supports the best practice frameworks you need such as ITIL, DevOps, etc.
- Does your ITSM support tool support automation?
- Can your ITSM tools integrate, track and manage IT hardware, software and software licenses?
- Does your ITSM tool support multiple deployment methods like on-cloud, on-premises, or hybrid?
- Can your ITSM tool integrate with other third-party applications?
- Can you configure your software easily without the need for expensive third-party customizations?
- Does your ITSM provide real-time dynamic dashboards with powerful reporting capabilities?
ServiceNow, a global multibillion-dollar giant provides one of the market leading IT service management solutions. ServiceNow, provides an ITSM and SAM solutions for end-to-end software life cycle management on a single platform. ServiceNow helps you optimize your IT resources that reduces your costs and compliance through automated procurement, management, and optimization and aligns your software needs with your overall business goals.
ProV are preferred partners for ServiceNow products and services and provide a host of services that help manage your software licenses, usage and compliances better so you get the most out of your investment each time. To get started on your effective ITSM journey, take our FREE Consultation today!
