IT Service Management (ITSM) describes all activities that come into play when designing, producing, supervising, and maintaining the lifecycle of IT Services.
ITSM helps to ensure that IT services are delivered in a reliable, cost-effective, and timely manner.
The IT service management process includes the following steps:
- Defining the IT services to be delivered.
- Planning for the delivery of those services.
- Implementing those services.
- Monitoring and measuring the delivery of those services.
- Improving or adapting those services based on feedback from customers and other stakeholders.
ITSM establishes a strategic plan that supports the goals of the IT infrastructure team and aids the mission of the business.
ITSM vs. ITIL vs. DevOps
IT teams rely on a variety of frameworks to guide them in the completion of their work. Most often we hear about ITSM and DevOps, but there are other frameworks that exist as well, such as SIAM, IT4IT, lean, and the list continues.
ITSM, ITIL, and DevOps are not mutually exclusive and have their own goals. Let’s have a look at the individual definition of each term.
ITSM is a management approach that focuses on the needs of the customer. It is a set of processes and practices that are designed to provide customers with the best possible service.
The goal of ITSM is to ensure that IT services are delivered in a way that meets or exceeds customer expectations. This includes meeting service level agreements, providing accurate information, and fulfilling service requests in a timely manner.
Information Technology Infrastructure Library (ITIL) is a set of practices for IT service management (ITSM) that help organizations to improve their IT services and make them more efficient.
The ITIL framework has five phases: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. These phases are aligned with the organization’s goals and objectives to ensure that the business gets the best possible service delivery.
It is an internationally recognized framework for delivering better customer service through improved IT service management. The five phases of ITIL help organizations align their goals with the needs of their customers by improving their IT services.
DevOps is a set of practices that aims at unifying the development and operations teams. DevOps has evolved from agile and lean philosophies.
The main benefit of DevOps is that it improves service availability and customer experience by reducing the time between making a change and deploying it to production.
The core philosophy is based on the idea that developers should be able to test their code in an environment identical to production, without disrupting live systems. It also emphasizes the need for feedback loops so that developers can learn from what they have built.
Importance of IT Service Management
IT service management is an integral part of any organization’s IT infrastructure. It is a strategic process that helps to ensure the availability of IT services and the satisfaction of the business outcomes.
Service experiences are important to monitor because they can have a significant impact on customer satisfaction. Therefore, it’s important to have a service lifecycle so that it can be monitored through all stages of its life cycle.
One of the main benefits of ITSM is that it streamlines the problem remediation process, and the faster the issue resolution, the better for both the customer and the company, as it means less downtime and more time for revenue-generating activities.
The following list includes 9 benefits of IT service management:
- Ensures the availability of services and systems.
- Monitors and manages the performance of IT systems.
- Provides technical support for users.
- Ensures that all data is backed up and secured.
- IT teams can share knowledge and experience, thereby together benefiting one another.
- Improves collaboration across teams and departments.
- Makes the organization employee centric.
- Frees up time of service technicians by automating response to common requests using a virtual agent.
- Automates support tasks like ticket assignment and allows an organization to scale its ticket management process.
What is the ITSM Process?
The ITSM process is a complete and holistic approach that helps organizations to achieve their business goals. It is a structured framework that is used by the entire organization to ensure that they are on the same page and working towards the same goal.
ITSM is made up of the following main sub-processes:
Service Request Management
The service request management process is the central point of contact for all service requests. It is the process by which requests are received, analyzed, and fulfilled. The process is usually handled by a team of specialists who are responsible for analyzing, prioritizing, and fulfilling the requests.
Service request management can be broken down into 4 main stages:
- Receiving Requests: This stage takes place on an online portal or via phone calls.
- Prioritizing Requests: This stage assigns a priority to each request based on urgency and importance.
- Assigning Requestor to Requestee: This stage assigns a team member to handle each request based on skill set or availability.
- Fulfilling Requests: This stage handles the fulfillment of each request.
The Incident Management process is a set of guidelines for handling service disruptions. It is an important component of the IT Infrastructure Library (ITIL) and provides guidelines for how to handle incidents as they arise. The aim is to ensure that incidents are dealt with as quickly as possible and to maintain the integrity of the IT system.
There are four phases in the incident management process:
3) Planning and Response,
Change management is a process that aims to ensure that an organization can manage change in a way that improves IT service delivery and meets the needs of its customers.
A change management process can be implemented in two ways:
- A top-down approach, where senior leadership takes control of the process and assigns roles, responsibilities, and timelines to other members of the organization.
- A bottom-up approach, where leaders from various parts of an organization work together to develop a plan for implementing the changes they believe are needed for their specific areas.
The problem management process is a five-step process to identify, diagnose and resolve the cause of an issue.
- The first step in the Problem management process is to identify the problem. The problem should be identified as accurately as possible to avoid misdiagnosis or incorrect resolution.
- After identifying the problem, it should be diagnosed by determining the root cause of the issue and finding a solution for it.
- Once a root cause has been found, it should be resolved by fixing any underlying problems which have been identified as being responsible for the issue occurring in the first place or any other potential problems which may arise from its resolution.
- Once a root cause has been resolved, it should be verified that there are no other related issues caused
Knowledge management involves the creation, storage, distribution, and use of information and knowledge.
Knowledge management includes:
- The identification of the need for new or updated knowledge
- The acquisition of new knowledge
- The organization and storage of existing knowledge
- The dissemination of existing knowledge to the appropriate recipients
Asset management is a set of best practices that can help an organization to ensure that it is managing its IT assets in the most efficient way.
An asset management process includes the following steps:
- Identifying and defining assets to be managed
- Assigning responsibility for managing those assets
- Monitoring the status of those assets
- Reporting on their status and any changes to their status
- Ensuring that all necessary actions are taken to maintain them at optimum levels of service, efficiency, security, and availability.
What is an ITSM Tool?
An ITSM tool is a software solution that is used to maintain IT services. It can be used to monitor the performance of the IT infrastructure, track problems, and make sure that all software patches are applied in a timely manner.
It can also be used to keep track of the IT assets, such as servers and workstations. It can also help in planning new projects or in making sure that all projects are completed on time.
An ITSM tool is used by many organizations because it helps them in managing their IT infrastructure better and with more efficiency.
Top ITSM Metrics to Measure
Metrics and KPIs (Key Performance Indicators) are used to measure the IT support team’s performance to ensure continuous improvements. ITSM tools offer built-in reporting capability through which reports containing high-level, as well as granular data, can be generated to assist in performance analysis and decision-making.
Here are some of the top ITSM metrics that should be measured:
- First-contact resolution
- First-level resolution
- Incident response time
- Meantime to resolution
- SLA compliance rate
- Service availability
- Software asset utilization rate
- Change success rate
- Ticket volume trends
- Re-open rate
- Cost per ticket
- Lost business hours
- Customer satisfaction (CSAT)
How to Choose the Right ITSM Tool?
ITSM software is not all the same. Picking the best one for your company needs thoughtful consideration. These factors are the most important to consider when deciding on an ITSM solution.
The efficiency of IT services extends beyond fast response times. It is all about knowing service costs and determining how much money you might save by improving your IT service management practices. Consider how much efficiency of your IT team the ITSM software can improve.
The modern user expects IT services to be available whenever, wherever, and however they want it. However, ITSM software should focus on boosting productivity for all users and departments rather than simply delighting users.
You are more likely to reach your business objectives more effectively if you have an adaptable service platform with self-service capabilities. This frees up the IT support staff to focus on more strategic activities and less on mundane tasks and issue resolution.
Total Cost of Ownership (TCO)
The total cost of ownership (TCO) of ITSM software includes infrastructure expenses, installation costs, maintenance costs, and operational costs. But there is also the expense of managing organizational changes. These expenses may be calculated and compared to the projected benefits of adopting ITSM software.
For long-term service management success, you must use ITSM software that effectively enables the management and continuous development of your IT services.
ITSM with Motadata ServiceOps
Motadata ServiceOps is an IT Service Management platform that complies with ITIL standards. It is an AI-enabled platform that enables businesses to bring about digital transformation through People, Processes, and Technology.
It is a unified platform consisting of PinkVerify Service Desk, Asset Manager, and Patch Manager to streamline business processes throughout the company without the need for third-party systems.
With ServiceOps, you get some of the following features and benefits:
- Intelligent automation: Save precious time for your technicians by automating mundane tasks like ticket assignments.
- Self-Service: Make critical services accessible to your customers and employees by aggregating them all onto a single portal.
- Practical AI: Leverage NLP (Natural Language Processing) to train a virtual agent to handle common requests.
- Automate Asset Discovery: Scale your asset management process through automatic discovery of new assets and fetching of the configuration data.
- SLA: Prevent penalties due to SLA breaches by defining the response and resolution time of each type of service.
- Compliance: Attain transparency with your service delivery with 20+ OOB dashboards and drag and drop report builder.