7 Things About ITSM You'll Kick Yourself for Not Knowing

Nowadays, nearly all companies have to use various forms of IT technologies for their operations- regardless of the sector and size. They use different types of computer hardware devices, peripherals, access internet and run various third party software apps for operational needs. As it is natural, using so many IT services and processes at the same time may lead to glitches and that can hamper workflow. The same can be caused by conflicts between networking devices, hardware peripherals and various software applications. Earlier, the business used to have IT support teams to salvage such situations and problems. However, with IT and web services becoming integral parts of operations for most companies, just IT support team does not cut the nice anymore! Businesses need robust and comprehensive framework for resolving IT issues and ensuring optimal efficiency of various IT services. This is where ITSM steps in.

Growing importance of ITSM for businesses

With time, more companies are adopting a wide range of web based services and software to enhance workflow and output. Running all these IT and web services and using hardware and networking devices simultaneously may not be smooth at all times. To iron out possibilities of snags, conflicts affecting operations, and extracting the most out of IT related services- comprehensive IT management framework is needed. ITSM is an extensive process-based practice that companies follow to align the myriads of IT services with business objectives and serve customer needs better. It has a defined set of processes, policies and practices which are modified from time to time to cater to shifting business needs and emerging IT industry trends.

There are several ITSM tools and framework that businesses make use of. The most widely adopted and popular ITSM framework is ITIL and other notable ones are Microsoft Operations Framework, Six Sigma, TOGAF, FitSM and Cobit. These ITSM tools support several processes, software apps, online services, networking, and mobile devices- in short everything that fall under periphery of IT services. Some of these ITSM frameworks are aimed more at specific industries but others are flexible enough to be customized to needs of varying businesses. An ITSM framework combines portfolio management, change management, asset management, configuration management, service level management as well as incident management. A robust ITSM strategy helps any organization by offering a foundation to innovate and improve operation and service constantly.

Multiple advantages companies can obtain by deploying ITSM tools

The number of companies embracing some sort of ITSM framework is growing with time. However, a section of businesses are still skeptical about ITSM adoption as they harbor some misconceptions and doubts about the implications of ITSM deployment. If you have doubts and negative notions about suitability of ITSM for business needs, all you need is enlightenment!  Once you learn the multiple benefits of using IT help desk software for businesses, you may feel silly about not using it for your company needs earlier.

1. Seamless linking and resource sharing between services and applications

In most organizations, various software applications and web services are used for operational needs. These include cloud based security service, customer database, accounting software, office productivity suites etc. Often the departments in an organization using these various tools and services need to collaborate or share common resources. When an ITSM suite is in place, the sharing and syncing becomes seamless. The incidents like software compatibility, conflict between various apps become almost nonexistent. This helps smoothen workflow and boost productivity.

2. Reduced instances of software and hardware problems

ITSM frameworks are meant not only for problem solving but they are designed for identifying roots of commonplace problems faced by companies and thwarting recurrence of such problems. The problems can be of myriad types, related to software, cloud services, hardware devices and networking-which are used frequently in the organizations. When the potential reasons behind glitches and conflicts in these services and devices are identified and preventive measures are adopted, it benefits the organization. When there are reduced conflicts and problems, employees can give their best and productive time is not wasted in fixing software and hardware related issues.

3. Extensive data and analytics

When your company has a robust ITSM tool in place, its use eventually offers a huge amount of data and opens gate for analytics. The data collected from customer queries, grievances, agent feedbacks, incident handlings is valuable. The data is obtained through multiple channels such as live chat, email, phone calls and social media platforms etc. It offers the company insight into such important issues and by analysis of the data, improvement and preventive measures can be adopted. Problem areas in workflow and customer service can be identified easily.  

4. Time saving benefits through automation

Whether your company manufactures accessories for mobile devices or sells eco friendly appliances, adopting time saving measures can be beneficial for it. Deploying ITSM framework or tools can help any company save time. When these tools are in use, time wasting loopholes are eliminated to a large extent. The issues leading to hardware and software conflicts are identified and preventive measures are taken. Issues leading to syncing glitches between departmental are also identified and resolved. The customer pain points are also pointed out and they are taken care of. When the roots of such problem causing factors are eliminated, a significant time is saved which would otherwise have been wasted in solving those.

5. Better service and support to the customers, enhanced customer retention

As a matter of fact, all companies want to keep their customers happy. Offering exceptional customer service has become even more important owing to stiff competition in all niches and abundance of choice accessible to the buyers. In fact, a section of buyers are well informed about products and services and they expect better service from the companies. Deploying a robust ITSM tool enables your company to enhance level of support and service to the customers- both existing and new lots. The agents can offer them prompt support using multiple channels and their issues and queries are resolved faster. So, the customers eventually feel good about the brand and company image gets enhanced. It also paves way for better customer retention and development of positive word of mouth.

6. Cost reduction

Regardless of size of the company and its niche, keeping the operational expenditure within limits is a need you can’t overlook. It is always better if you can find more ways to reduce operational costs. Using a suitable ITSM software solution helps your company cut down such costs. The preventive maintenance and risk mitigation features of such tools help eliminate costs related to operation to an extent. The employees also learn ways to avoid things that may lead to operational glitches and added cost.

7. Better work atmosphere and enhanced productivity

Deploying ITSM tool in the organization leads to creation of better work atmosphere and output receives a boost too. The various departments work in sync and conflicts related to sharing common resources are effectively minimized. The framework also enables better syncing and linking between apps used by the various teams in the company. This promotes a healthy work atmosphere and the employees feel motivated to give their best. As a result, productivity receives a significant boost.