Organizations are increasingly reliant on their internal IT teams to supply business-critical services and operations in today’s business climate. As IT activities become more integrated into business operations, more and more IT departments are opting to implement service management best practices, to meet the evolving requirements of the businesses.
But what is service management? Let’s look!
What is service management?
A service is a well-thought-out, ready-to-use way of providing value to customers by facilitating their desired results without requiring customers to worry about the underlying technology or IT infrastructure or to bear specific costs or risks.
The goal of service management is to provide value to customers while also maintaining a positive customer relationship. Service management is a framework for organizing IT-related operations and IT personnels’ relationships with customers and clients.
The customer should always be at the center of service management. Service providers must first understand their customers or users to build and deliver an appealing catalog of services.
For this, service providers must typically recognize customer journeys, define how their services create value, and outline the service properties in line with customer requirements.
Two other important aspects of service management are the service lifecycle and continuous improvement. The Service Lifecycle refers to the process of identifying, defining, managing, and retiring IT services. These principles help businesses to respond swiftly to market changes. Consumer requirements vary over time, new technologies become accessible, and new ideas develop, resulting in a very dynamic array of services offered to customers.
As a result, service providers use consumer feedback, market surveys, and other data to amend and enhance their services over time, assuring customer loyalty and business success.
What are the key service management processes?
The key activities of excellent service management are described as procedures or practices in all service management frameworks. For instance, ITIL offers guidance on 34 service management techniques. An important principle that emphasizes the frameworks is the service lifecycle principle. The service lifecycle is based on the “Plan-Do-Check-Act” (PDCA) cycle, which is a well-known management strategy for continuous improvement.
The service lifecycle is divided into five stages or processes:
- Service Strategy
- Service Design
- Service Transition
- Service Operation, which includes incident management, service request management, and problem management
- Service Improvement
Other service management processes include service portfolio management, which includes service catalog management, configuration management, change management, service continuity management, customer relationship management, etc.
What are the key roles and responsibilities in service management?
The key service management roles and responsibilities include:
The Service Manager is responsible for defining the service, ensuring that it is provided in compliance with agreed-upon business requirements, and managing the service lifecycle frequently in collaboration with the Service Team.
The role of the Service Team is to give service-related input, assess and resolve service-related change requests, and address service-related issues. Service Teams comprise individuals and groups who need to be consulted for service changes and development. So customer service agents, service providers, service support people, and subject matter experts are often included in the Service Teams.
The Service Sponsor is the business partner or key stakeholder who signs off on and accepts a service delivery. The Service Sponsor has the power to accept service levels, charges, and risks related to service.
Why is service management important?
Services help businesses in establishing long-term customer relationships. Most businesses strive to create new and unique products or services to remain competitive. Services allow businesses to communicate with their customers.
As a result, businesses can stay on top of their customers’ evolving requirements and concerns and adjust their product and service offerings accordingly because a happy and loyal customer base is the objective of high-quality service.
10 Benefits of Service Management for IT
Below are 10 benefits that IT organizations can reap by implementing service management principles.
- Improved Efficiency
Organizations benefit from standardized systems when service management processes are implemented properly for IT. For instance, when a service disruption occurs, structured incident response can assist in lowering the average response time and mean time to resolution (MTTR). IT Service Management (ITSM) is a framework for improving the efficiency of any part of an organization’s IT service delivery through a continuous improvement approach.
- Increased Accountability Through Standardization
IT service management increases accountability via service standardization to help IT organizations in improving compliance with IT policies and procedures for service delivery. One of the primary goals of ITSM is to standardize service delivery by deploying functions such as the IT service desk as well as documenting formal processes for delivering IT services.
- Risk-Free Implementation of IT Changes
The ITIL Change Management process provides a framework to ensure that IT organizations can deploy new changes to the IT environment by reducing or eliminating the risk of a change negatively impacting the business. Formalized roles, processes, and policies are used to create and support a change management process that communicates with customers, approves changes based on their potential impact, and identifies potential issues before deployment.
- Improved Visibility into Operations & Performance
For organizations that have not yet implemented IT service management, lack of visibility into IT operations is a typical issue. ITSM aligns IT with business strategy, which is a process that assures the business knows precisely what tasks are prioritized in IT operations at any given moment. IT service management institutes an array of standardized processes that organizations can use to optimize service delivery.
- Better Alignment with various Business Functions
IT is a vital support function in most organizations, particularly those where the IT department has implemented ITSM to better align its operations with the business. IT service management is the implementation of systems for monitoring network and IT infrastructure activities and identifying breaches of business security regulations.
- Increased Self-Service Productivity
ITSM best practices are used by organizations to promote self-service productivity. The creation of an intuitive self-service catalog and a knowledge base that allows users to solve common issues on their own are key components of IT service management that drive self-service productivity.
- Reduced Operational Costs
IT organizations must recruit additional IT infrastructure and operations (I&O) people as they grow and mature, or risk being overburdened with strategic operational processes.
Since automated features decrease manual effort for IT operators, IT service management can help IT organizations scale their operations more effectively without the need for additional hiring.
- Effective Planning
IT businesses are prone to make bad strategic decisions that result in unnecessary waste if they do not use a systematic approach to IT service management. ITSM best practices, such as developing a service strategy with customer stakeholders’ participation or instituting a review and approvals procedure for changes, ensure that the IT organization effectively plans.
- Increased Transparency into IT Processes and Services
IT service management provides transparency into IT processes and services by developing a service catalog that provides a full list of services that the IT organization provides to customers. This catalog assists in ensuring that customers fully utilize all the services that IT has to offer.
- Higher Return on IT Investments
IT businesses that implement ITSM may decide to create a Configuration Management Database (CMDB) to effectively track the existence and consumption of IT assets. This database is used to guarantee that IT investments are used productively to increase the uptime and availability of IT assets. A systematic approach for disposing of IT assets aids in ensuring that organizations receive the maximum returns for their legacy IT infrastructure.
Choosing the Right ITSM Tool
Motadata ServiceOps is an ITIL-compliant IT Service Management platform that is simple to set up, easy to use, and includes everything you need to manage your IT services. Motadata ServiceOps includes PinkVERIFY certified ITIL procedures such as Incident Management, Problem Management, Request Fulfillment, etc.
Our ITSM platform significantly reduces the number of incoming tickets through intelligent ticket routing, based on technician workload, and by leveraging conversational AI to automate request-responses; facilitates the development of a centralized knowledge base; reduces the complexity of managing multiple assets; supports technicians to deploy patches remotely; complies with audit requirements; significantly improves IT performance to provide a great customer experience.
Request a demo to see how Motadata ServiceOps can streamline and enhance your service management.