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5 Benefits Of ITSM For Your Business

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5 Benefits Of ITSM For Your Business

What is IT Service Management (ITSM)?

Even if you aren’t familiar with the term ITSM, most likely you’ve encountered some form of IT service management. For example, have you ever contacted a designated IT person when something didn’t work properly? Put in a ticket to have a technical issue resolved?

IT service management, or ITSM, is a structured approach that helps IT departments and organizations implement and manage technology services that align with your business’ goals. In addition to implementation and management, ITSM includes the design and delivery of IT services you need to successfully run your business.

In a survey of nearly 500 international companies, 90 percent use some aspect of ITSM. But how exactly can the ITSM approach improve your IT service experience? Here are 5 benefits to using ITSM:

1. Service Management Prioritizes IT Service Delivery

Service management is a key component of the ITSM approach. At its core, service management focuses on the delivery of services. Say, for example, you need to generate a monthly expense report for your business. Traditional approaches to providing managed IT services would focus on providing individual technologies that allow you to operate your business as a whole. In contrast, service management and ITSM focus on the service — in this case, generating a monthly expense report — and the entire technology process that allows you to conduct that service. This way, if you have issues generating the report, your IT service provider can refer to the documented process for that service and systematically address the problems at hand. You can generate the report you need, as well as conduct the necessary services required to operate your business.

2. Structured Processes for Solving IT Problems

Ever had a phone break or your email stopped loading? You most likely reached out to your IT department or service provider to have them fix the issue. This break-fix reactive approach to IT issues is common, but it may not be the best for your business. The ITSM approach provides a structured process to restoring IT services on a case-by-case basis, otherwise known as incidence management. And unlike a more reactive model, an incidence management process collects insights and data over time — documenting issues and how they were resolved.

However, in addition to incident management, ITSM also provides a framework known as problem management. Problem management is triggered when there’s a major technical issue or outage — which at times may be identified by the insights and data collected from incidence management. Using problem management allows you to fix more of your underlying issues, and prevent future technical problems.

3. Improved Efficiency with the ITSM Approach

Another benefit in collecting insights and data from ongoing incidence management is a built knowledge base that can help your IT service provider become more efficient over time. Say your colleague encounters a loading issue with a specific database. Your IT department or service provider works with them to resolve the issue, and documents how they went about resolving it. Now, when you encounter that same loading issue, your service provider already knows the best and fastest way to resolve it. Over time, the ITSM approach allows you to address problems more quickly and efficiently. ITSM also offers automation tools and recommendations that can improve efficiency, such as self-service. Self-service enables you and your staff to resolve simple issues, like the ability to reset your own password.

4. Reducing Unnecessary Costs of IT Services

Data often drives decisions. You can use the insights and data you collect with the ITSM and incidence management approach to make informed technology and business decisions as a whole. You can also identify any necessary adjustments you need to make based on the real, quantifiable needs of your business.

5. Make Optimal Changes with Decreased Risk

Finally, you may end up identifying a change you want to make in your technology process that will improve your business. With ITSM, you can easily identify how exactly this change will affect your business services in an approach known as change management. Change management allows you to determine the best time and process for implementing your desired change. Outlining a clear process for implementing the change includes predicting any risks, as well as the steps required to address those risks should they arise. Bottom line? With change management, you can implement changes that improve your business operations with decreased risk and peace of mind.

From prioritizing service delivery to systematically addressing issues in a way that improves efficiency, reduces unnecessary costs, and allows you to implement change with minimized risk, the IT service management approach benefits any business that wants to optimize technology solutions.

At WJI Networks, we’re closely aligned with the ITSM philosophy and only work with highly qualified providers that follow this model to guarantee excellent customer satisfaction. Connect with us to discuss how an ITSM approach can help with your technology needs.