IT service management (ITSM) refers to a strategic approach to designing, delivering and managing how businesses use information technology (IT). It helps improve efficiencies throughout a service lifecycle through various dedicated processes like service management, change management, incident management, knowledge management, etc.
When combined with IT operations management (ITOM), ITSM can also help in improving efficiencies across all aspects of IT including IT planning, IT support and delivery, IT security and infrastructure. Having a viable ITSM strategy and goals are the core of service delivery organizations, helping meet deliverables. This is turn, has a major impact on how you deliver services to your customer, and how you achieve customer success.
IT Service Management (ITSM) Best Practices
On an organizational level, ITSM incorporates Information Technology Infrastructure Library (ITIL), an internationally recognized standard of best practices. However, not all businesses are built alike, and one framework doesn't fit all. This is why we advise businesses to follow best practices like ITIL, be Agile, and have a sound ITSM strategy to get the best possible ROI on their technology investment.
Agile helps you rapidly implement new changes and adopt new technologies as and when your business needs it. Standards like ITIL help you and your clients remain compliant and secure. An ITSM strategy combining all will optimize your efficiency and minimize waste of energy. You can read one of our previous blog to learn more about IT service management (ITSM) best practices here.
What is ITSM Automation?
Having a successful ITSM implementation usually entails successful automation of certain aspects of it. In order for your business to realize the maximum possible value from ITSM, you should look to automate the following 4 aspects.
Configuration Management
Effectively managing and improving your systems, requires complete knowledge of all the assets in your IT environment. Using automation, services like the ServiceNow CMDB when paired with service mapping, enables your configuration management database (CMDB) to remain always updated and service-aware. With complete visibility over your infrastructure and services, you gain more control over your IT environment.
The ServiceNow CMDB also includes:
* Unified data model and a single system of record
* Data acquisition
* Information/ data health status and certificates
* Robust reporting
Change Management
Automation can help in change ticket redirections to the appropriate party, ensuring effective compliance. As mentioned before, following best practice guidelines like ITIL and Agile can also help during change management for ITSM.
Service Catalog
Services like ServiceNow’s Service Catalog application, helps you produce service catalogs that allow your clients with the option of self-service. The self-service portals can be customized to be actionable so that customers can request catalog items such as service or product offerings.
Continual Service Improvement (CSI)
One of the key factors to the success of your ITSM goals, will be to keep in mind that it is not something that you once roll-out and forget about it. Continual service improvement (CSI) refers to the ongoing improvement of services, processes, products, and functions within the ITSM space using automation technologies and integration capabilities of ITSM tools.
To learn more about how to ensure your ITSM implementation success services, download our FREE Checklist For ITSM Implementation Success. If you’re looking for help will your ITSM strategy or rollout, why not partner with ProV International Inc.?
ProV are a premier global managed service provider that can help you set up clear goals and measure your success. We provide dedicated services for incident, problem, change, release, asset, and knowledge management, and more that ensures your smooth implementation and highest adoption rates. To know more about our services, drop a comment below or contact us today.
