IT Service Management (ITSM) refers to all the activities involved in designing, creating, delivering, supporting and managing the lifecycle of IT services. It is the strategic approach to managing Information Technology within your organisation and delivering services to customers. If you have IT systems in your organisation, then you are performing ITSM. Examples of ITSM include problem management, incident management or disruption management to get your business back to being fully functional, budgeting and carrying through organisational change management, and monitoring software compliance. These functions occur across almost every organisation’s IT department, but ITSM best practices aim to streamline these processes as much as possible.
To begin with, IT Service Management can help with:
Think about everything your employees might need from the time they arrive until their departure. What’s the process when the sales manager wants an update to a pricing page on the website? What about when the finance team hires a new accountant? These are requests that occur frequently within today’s organisations. Most organisations struggle with communication for these requests. Use a service catalogue to build workflows that the whole organisation can use, eliminating email chains and integrating with apps that employees use every day. The service catalogue is the place where your organisation plans and executes the most efficient ways to handle these regular services. It’s where workflows are simplified, notifications are customised, and data is shared and/or protected wherever the organisation sees fit.
Four common problems the service catalogue solves across departments:
From an employee’s first day to their last, the service catalogue serves as the place where chaos is strategically organised according to business priority, and notifications land wherever your team prefers. Plus, the ways in which you can automate the service catalogue are virtually limitless.
Modern technology has opened a world of opportunities for today’s workforce, but with it comes the occasional headache when something isn’t working properly. Password resets, frozen laptops, video conferencing software troubleshooting, and network connection issues can all prevent employees from doing their jobs well. Your service management strategy should aim to provide solutions as quickly as possible so employees can get back to business. One way to achieve this is through a regularly updated knowledge base. It provides articles and resources on everything the organisation has used for troubleshooting in the past.
Five ways knowledge management can make processes easier:
Your organisation’s knowledge base is just the beginning. Use it in tandem with the service portal and artificial intelligence to connect employees to the solutions they need.
Where does an employee go for an HR Request? An IT Request? A Payroll Request?
It can be difficult to keep it all straight, but your service desk can help. Now that you’ve visualized a successful service catalogue and a robust knowledge base, consider those two ITSM best practices in a larger context. You could easily build a workflow for expense reimbursement and a knowledge base full of solutions to HR benefits questions. This functionality should be universal, and the service portal is a perfect place to connect employees to solutions from any department.
Four ways the service portal will benefit your organisation:
One of the keys to a successful service portal is to drive portal adoption among your organisation’s employees. Old habits can be hard to break, but through a concerted and dedicated effort, you can help shift employee service behaviours. Once they realise they can find all their needs in one place, they’ll be back to the service portal every time.
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