ITSM which stands for IT service management is a software application that is used by information technology teams to manage how they deliver IT services to their customers.
Some of the IT services which the IT service team provide includes all of the processes and activities that are required to design, create, deliver, and support IT services.
ITSM focuses on the concept that ITSM teams should view their work from a service delivery point of view.
Most IT service teams follow these steps in their IT service deliveries :
- Develop and implement IT technology.
- Design the right processes and create governance. .
- Train people on how to use the technology and abide by the governance.
A typical example of an ITSM process is the Software Application Access Rights Request Process.
The steps of the process are :
- The customer requires access to a software application.
- They submit a service desk request via email.
- The email automatically creates a service desk ticket.
- The ticket is assigned to the right IT service team member to be fulfilled.
- The team member reviews the ticket and requests for approval from the customer’s supervisor.
- Once the approval is received, the IT service team member grants the customer the requested access.
- The customer confirms that they can access the application.
- The service desk ticket is closed with the resolution details.
This process outlines the steps involve in fulfilling a customer’s request.
While most customers view the IT service team as basic Tech support, but the IT service team does a lot more than that. The IT team has processes that need to be followed in order to perform their jobs.
The IT services team are a vital part of the organization so they should feel valued and empowered.
The IT team have service level agreements that they should adhere to.
A service-level agreement (SLA) is a contract between the service provider and the client. It outlines the agreed upon standards in relation to quality, availability and responsibilities. The agreement also states the expected application availability percentage and issue resolution timelines.
This agreement needs to be followed to as much as possible to ensure that the customers are receiving the best possible IT services.
So why is ITSM so important?
ITSM is vital to the IT team because of the following reasons:
- It can lead to improved efficiency and productivity but recommending principles that the IT services team should follow.
- It is a structured approach to service management that would align the IT department to the organizational business goals.
- It can enable departmental collaboration and cooperation.
- It allows the IT teams to share their knowledge and continuously improve their processes.
- It is customer focused.
- It helps improves issue resolution timelines and help prevent new problems from coming up.
- It helps reduce costs and improve service.
What are some ITSM software?
ITSM software are used by the IT teams to help support the business needs and focus on organizational change, transformation, and growth.
There are numerous ITSM software tools available and they include the following: Cherwell Service Management, JIRA Service Desk, Zendesk, Kaseya VSA, ManageEngine ServiceDesk Plus, TOPdesk and Freshservice