Employees in the typical workplace tend to think of the IT service desk as being like The Almighty: invisible and omnipotent. This arrangement works great when IT service management workers have the tools they need to do their jobs, but not so well otherwise. And that’s why your business should consider ITSM as a service.
ITSM as a service brings together software as a service (SaaS) and IT management. This is the perfect way to connect IT staff and their expertise to a reliable, self-updating application platform. In other words, ITSM as a service keeps the IT service desk from having to run and maintain its own IT by diagnosing and fixing software problems and antiquated hardware. The cloud-based provider takes care of all of that.
“You’re the cloud’s problem now, Dumbledore.”
That means service desk personnel can focus on keeping end users productive. Furthermore, since ITSM as a service is cloud-based, IT service desk upgrades are quicker, making for a more informed and agile IT staff.
How does ITSM as a service work?
IT service management delivered in SaaS form means your IT service desk doesn’t have to have its own software and servers. Compared to on-premises solutions, it’s quicker, saves physical space, and lets ITSM workers focus on keeping the business productive.
Does ITIL figure into it?
It certainly does, if your provider wants to stay in business. Information Technology Infrastructure Library (ITIL) is a set of best practices that focuses on aligning IT services with particular business needs, describing procedures and tasks that are relevant across all organizations for establishing a baseline level of competency. You should expect your ITSM as a service to allow your ITSM workers to implement an ITIL-based strategy that aligns IT services with your particular business’s needs.
What are the benefits of ITSM as a service?
Since it’s cloud-delivered, the provider is responsible for updates, patches, and bug fixes. You don’t have to worry about someone spilling root beer on a server or dedicating IT workers’ time toward installing upgrades and patches. Your ITSM workers are always using the latest software version.
Does the provider respond to end user needs?
The best providers of ITSM as a service collaborate with end users to request additional information and take into account their needs and questions. For example, if several end users are interested in a smartphone app for interacting with your ITSM workers, your ITSM SaaS provider, if it doesn’t already provide that functionality, should be willing to listen and consider ways to make the end user experience better.
Will ITSM as a service allow us to build our own knowledge base?
Absolutely. The best ITSM SaaS providers include functionality for building up a knowledge base so that your IT workers aren’t constantly reinventing the wheel. If a solution to an end user’s problem already exists, it can be easily found in a dedicated knowledge base, so nobody has to waste time re-creating a solution from scratch.
How much does it cost?
ITSM solutions are available for around $800 per service user per year. This allows for unlimited self-service portal users, and it increases productivity. Furthermore, it provides outstanding support, and gives your service desk experts the fastest and easiest way to put their skills to work. The top providers offer 30-day trial so you can try it out before making a commitment.
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