The scale of modern day IT service management (ITSM) means that it is impossible to visualize it being at all successful without sophisticated IT service management software support. To successfully deliver fit-for-purpose IT services, organizations must rely on an integrated approach to support their core ITSM processes. This is an approach where the IT service management software helps to get the best out of limited people resources. It’s where the IT service management software not only provides insight into service data and performance, but also workflow and automation capabilities that minimize manual activities to speed up processes, reduce errors, and minimize costs.
As part of ITSM, organizations need to adequately manage, monitor, and improve their existing IT services. This implicitly means that they require IT service management software to provide a reliable foundation for their ITSM activities. Without the IT service management software, the data that that key processes require is either unavailable, inaccurate, or both. The key ITSM processes that will not perform effectively without good IT service management software include:
ITSM core processes capture vast amounts of data that needs to be easily recorded and categorized. Good IT service management software products facilitate this categorization. Categories are pre-set and integrated within the IT service management software and make data capture consistent and meaningful. By presenting the agreed categorization at each and every data capture point, this consistency is ensured across the whole range of ITSM documentation. When updates to categorization are required, the updated categories are presented simultaneously across all the affected processes. This is only possible with sufficiently integrated IT service management software. This coordination can be very important when organizations need to maintain and rely on trend patterns while making changes to the underlying data categorization.
While some IT service management software data is collected automatically via monitoring tools and other automation techniques, most still comes from direct entry by service desk staff or end users entering issues directly into the IT service management software. The quality – and especially the ease of use – of the IT service management software product is essential to the timely and accurate capture of such data. IT service management software that is intuitive and easy to enter data into, and makes categorization and options clear, makes a significant contribution to an organizations’ ITSM effectiveness (and efficiency).
Without accurate data, none of the ITSM processes will be as effective as they should be. The quality of the ITSM data – both captured and maintained – rests heavily upon the quality and suitability of the IT service management software. This refers not only to capturing the data but also in presenting it back to IT employees and management – for both day-to-day activities and gaining insight into IT service and ITSM operations, performance, and improvement opportunities.
Purchasing a single integrated IT service management software product can offer genuine and immediate benefits to an organization, both in the value delivered and also compared to the cost of implementing a different IT service management software product for each ITSM process. Or even compared to the combination of multiple IT service management software products that offer a selection of ITSM-enabling capabilities, for instance a ticketing system that offers a self-service portal combined with a separate discovery and CMDB product. The benefits of a single IT service management software suite are achieved because:
So your IT organization needs a fit-for-purpose IT service management software product. Not only will such an IT service management software product be an integral component of your service delivery and IT support capability, having one with all the core ITSM-enabling capabilities will help your IT organization to meet agreed business targets and end-user expectations.
Finally, IT service management software has similar use case scenarios outside of IT – with other corporate service providers such as HR, finance, facilities, and legal. Where the self-service capabilities, service catalog, workflow and automation, and reporting capabilities can be used to manage requests for new services, issues, and changes more efficiently and effectively, and with a better customer experience.