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Archives for July 2017

6 Steps to Reach ITSM Implementation Success

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Below are six steps you can take to elevate ITSM success. IT service delivery excellence is not an accident but due to the deliberate implementation of ITSM best practices.  Do you know what it is required of you to take ITSM to the next level? How can you leverage ITSM to deliver excellent IT services? Here are some tips.

1. Evaluate The Maturity Level of Your Current ITSM

First, you will want to assess your present situation before deciding to change your current people, processes, or technology.

Assess the success of the processes and people you have in place and ask yourself if they are the right people or the correct process. Now is the time to handle employees who are resistant to change or are regularly involved in a conflict.

Does the technology you currently rely on support your company culture and address the needs of your organization? Are your Service Level Agreements (SLA) and Operational Level Agreements (OLA) meeting the needs of your customers? What maturity level do you need to achieve?

2. Define Your ITSM Goals

Well-communicated and defined goals will help people across all levels of the organization to better understand IT’s intentions thus avoiding resistance to potential change. Defining your long-term goals paves the way to achieving those goals when setting short-term objectives.

IT service management aims to implement people, process, and technology effectively to deliver valuable services to your customers. Therefore, it’s essential to define KPIs or key performance indicators that will be used to identify success and progress about achieving your goals.

3. Gain Management Buy-In

Without upper management buy-in, your project will likely never push through. Don’t neglect the function and importance of upper management which will be crucial to help you secure time, money, and people. Present management with clear and concise explanations of the value that service management brings to the organization and how it impacts the bottom line.

4. Assemble an Effective Team

Define and document the roles your company needs to succeed. Identify the people you already have and their skill sets. Identify any gaps and align the people you presently have with the roles they can fill. If necessary, change the roles of individuals who do not fit your customer needs. Hire people with the right skills to fill resource gaps you cannot fill with existing employees.

5. Improve Service Through Automation

Automation has become necessary in today’s modern business environment with the benefits of decreased costs and higher productivity. There are significant improvements to service management, thanks to automation. Automation has dramatically decreased the risk of human error while recurring processes can be easily implemented and maintained resulting in increased productivity. Automation has also provided a significant improvement in customer service and the customer service experience.

6. Select the Right ITSM Software

The right ITSM solution will help your organization minimize the impact of issues, increase team accountability, reduce overall operating costs, and boost productivity.

IT teams want to provide the most modern user experience, implementing a simplified yet comprehensive ITSM software solution is ideal. The solution that best fits your business needs should be user-friendly and consolidate ITSM functionality into a unified system that has an interface that’s responsive and easy to use.

ITSM success is achievable through proper planning, regular communications, and smart implementation. It also involves the diligence to select the right ITSM solution for your organization that will complement your efforts.

TeamHeadquarters service and help desk provide your IT services team with a secure, role-managed ticketing system that includes an easy-to-use, responsive interface. And its Service Desk contains essential components of Gartner’s ITSSM and ITOM Tools.

For a personalized demo, click here.

What you need to know about ITSM before selecting a solution

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IT Service Management (ITSM) is the process of how an IT department manages information systems. If your organization runs IT systems, then chances are you are running some type of ITSM software with some ITIL processes. As most teams utilize IT as a means of delivering services to clients, ITSM is what is used to manage those services.

ITSM includes IT planning, support, delivery, infrastructure, and all other managerial parts of IT businesses. Because all aspects of ITSM are process-based, it is also often referred to as operations architecture. How can ITSM and its tools help your company? [Read more…] about What you need to know about ITSM before selecting a solution

How Your Company Benefits From an Incident Management System

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What is the goal of incident management? It aims to reduce the negative impact of an incident on business operations by restoring things to normal as quickly as possible. The result is better levels of service quality. But beyond that, incident management that is well-thought-out offers the company that is implementing an incident management system 5 major benefits: [Read more…] about How Your Company Benefits From an Incident Management System

5 Problems Your ITSM Strategy Solve

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ITSM Strategy

Many organizations may provide support through various channels such as email, web, and phone. Often, they find it challenging to manage everything and struggle to identify a sound ITSM strategy that solves the problems.

An ITSM strategy is put into place to address these concerns and provide an efficient way to organize issues across those channels, making it simpler to manage, measure, and document those processes.

What are the 5 main issues within a company that a comprehensive ITSM strategy will tackle?

[Read more…] about 5 Problems Your ITSM Strategy Solve

How to Measure Project Management Success

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Project Management Success

There are several factors to consider when measuring project management success. Yes, the primary goal of every project is to meet the deadline and stay within budget. However, whether or not the project delivered value to the business is also an excellent gauge for success.

Measuring the success of a project once it has come to completion should be routine practice in every organization. A proper assessment of the project’s effectiveness will offer valuable insight and lessons that can be implemented in future projects.

Here are six factors for measuring the success of a project

Stick to the Schedule

If a product launch date or budget relies on the project, there is typically a hard deadline to meet. Ultimately, the success of a project is based primarily on whether it was completed on time or not.

Indeed, there are clients that may be more flexible with deadlines as they view a quality product is much more important than being on schedule. However, committing to a timeline is still ideal to keep team members productive.

Complete the Scope of the Project

The scope is the intended result of the project and everything required to bring it to completion. Your success can be measured based on whether the project was achieved based on the objectives within the given framework.

Get Weekly Satisfaction Ratings

Start by asking the clients how satisfied they were with the results and if their needs were met. To avoid taking up too much of their time, ask them to rate your weekly performance rather than asking them to provide you with a lengthy description of their findings.

Succeed as a Team

Don’t overlook your team. How they feel the project went tells you a lot about its level of success. And because they were closest to the project, they may be able to provide you with insight about roadblocks and how they can be avoided in the future.

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Stay On-Budget

Completing the project within budget is probably one of the biggest indicators of whether a project was a success or not. Your team should always be aware of how the money is spent and the roles they play in ensuring they stay on-budget. Clients are typically given a quote at the start of the project, and they expect that you stick to it.

Exceed Quality Expectations

The goal shouldn’t be just to meet expectations but to exceed them. With all projects, do track quality so that you can make adjustments for your future projects. Consider the value of your work as a way to advertise your capabilities. Let the quality of your completed projects be your calling card.

An excellent way to guarantee that you are not only completing your projects but also measuring your progress along the way is by using project management software. Project management software such as TeamHeadquarters provides project management services for all areas of your organization.

Get a free demo of TeamHeadquarters.