subject: It Service Management: Gearing Up For Modern Business Challenges [print this page] Today's business environment besides being technologically sound is also customer oriented. Customer satisfaction is a vital factor in retaining customers and gaining their loyalty which would lead to increased sales performance and profit generation. However, with the stiff competition prevalent among the business houses, organizations tend to invest tremendously in IT to achieve customer satisfaction.
Nevertheless, the IT service organizations face a number of challenges in relation to their ability to deliver quality IT services, service efficiency and maximizing return-on-investment besides synchronizing people, process and technology. Organizations thus needed to focus on service-oriented IT management rather than technology-oriented one. IT service management is a methodology that provides larger visibility to IT operations and functional services.
By deploying IT service management, enterprises have realized the significance of managing IT for business requirements and improving work flow and services. An ideal ITSM solution would be one that provides an efficient alignment between IT service operations and business goals and ensures quality, agility and performance. Leading service providers have designed and developed configurable, customizable cloud based ITSM solutions enabling organizations to deploy these as per requirements. Further, being configurable, these solutions will enable a work flow based global platform for implementing ITSM across the various offices at multiple locations irrespective of geographical distances. Being a web based solution gives it an added advantage of being accessible 24/7.
These ITSM solutions besides being ITIL compliant, also need to ensure that the inbuilt applications such as Service Request, Incident, Problem and Change Management. are advantageous to organizations irrespective of its business volumes. The service request management besides handling incidents and requests, also acts as an interface for other ITSM processes. Incident Management on the other hand provides support for achieving critical software and hardware assets. Problem Management tends to resolve the root cause of incidents and minimizes the adverse impact on the business.
However, the multiple reporting options of IT Service Management solution, helps service managers with graphical, non-graphical and real-time reports to assist their assessment of service operation, service delivery and overall distribution of IT assets. Though complete in its own way, this can be integrated with other tool like the ALM tool or any other tool. With application development going global, integrating with ALM tools will have a direct impact on the total quality. The IT service management can also be integrated with IT tools like Configuration management database and Portfolio management.
