As the economy continues to struggle, budgets continue to tighten, and companies continue to add new technology into their environments to further reduce costs and boost productivity, more and more companies are turning to IT service management (ITSM). The wealth of benefits that can be achieved with a comprehensive ITSM strategy, and the right supporting tools, are undeniable.
What can ITSM do for your business?
Bring Order to Chaos
Evelyn Hubbert, an analyst with Forrester Research believes that most IT organizations “need to establish some order”. In other words, they need to standardize and streamline fragmented, disjointed, redundant tasks to operate in a more productive and cost-efficient fashion. IT service management gives companies an opportunity to formalize their IT processes, creating and enforcing proven, repeatable “best practices” in IT service management.
Improve Resource Allocation and Efficiency
Today’s IT departments are challenged to accomplish more, with fewer resources – including both human and technology assets. By centralizing core procedures and activities, and automating many important tasks, ITSM can eliminate waste, optimize efficiency, and ensure that all resources are utilized to their full potential.
Enhance End User Satisfaction
What do end users want from their IT teams? Fast response time, prompt issue handling, and rapid incident resolution, all performed by a skilled and knowledgeable professional. With enterprise grade IT service desk in place, companies can make significant improvements in many key areas – for example, accelerating issue handling and improving the performance and availability of technology assets – all of which are directly linked to increased end user satisfaction.
Improve IT’s “Image”
While IT is, essentially, a service organization, ITSM raises its profile, making it more strategic, as opposed to tactical. ITSM makes it easier for IT departments to align their policies and procedures with corporate missions and goals, which goes a long way towards helping them to demonstrate their value and contribution to the business.
Reduce Operating Costs
Better resource utilization, increased efficiency, and streamlined activities all translate into one key advantage – minimized expenses. In many real-world scenarios, IT service management has been proven to reduce the costs associated with running an IT organization, both in the near term (by eliminating inefficient tasks) and the long term (by enabling rapid identification of the underlying causes of recurring problems, minimizing total cost of ownership of technology systems, etc.).
But, the benefits don’t end there. Companies who have successfully implemented ITSM plans and related solutions have reported many other advantages, such as greater flexibility and adaptability to innovation, the ability to better manage changes in the technology environment and minimize their impact on the business, increased motivation among IT staff, and more open company-wide communication about technology plans and projects.