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?
According to Gartner, ITSSM Tools (IT service support management tools) offer tightly integrated processes and functions that correlate with the activities of the broader IT support organization. ITSSM tools can leverage a business view of IT services, enabling the IT support team to prioritize and quickly resolve or escalate issues and problems, and improve root-cause isolation.
Difference Between ITSM and ITIL®
You’ll probably often hear the terms ITSM and ITIL® and wonder what the difference is. ITSM is the practice of performing IT services and support to internal customers through the utilization of people, processes, and technology. ITIL®, on the other hand, is the best practices framework which governs the delivery of ITSM.
ITSM was developed to help customers utilize the technology they purchased and focuses developers, vendors, and purchasers on delivery and support. The resulting solution is a modernized process which includes proactive processes that are used to plan, deliver, and control IT service delivery to its users.
Choosing ITSM Software
Your budget will be the biggest determining factor when selecting your ITSM software. Having an explicit requirement defined will help you align your budget for your solution and allow you to prioritize your needs. Consider analyst firms and peer recommendations to get a sense for what the solutions that meet your requirements cost.
Your requirements may dictate that a specific model would be best for your business needs. However, it is worth asking vendors how flexible they can be to IT business needs. Some vendors offer personalized packages. Easy configuration and customization are also essential.
If you have existing solutions, ensure the product easily integrates with what you already have in your IT management portfolio. Take the time to familiarize yourself with the different approaches and methods of application integration rather than relying entirely on the vendor.
Choosing the right solution is one of the most significant business decisions that you can make. Trust your resources and industry peers to help you understand and define your requirements.
Unified project management and service desk software, TeamHeadquarters, aims to do just that for your organization. Its service desk solutions have key components your organization needs such as:
- Availability Management
- Capacity Management
- Asset Management
- Service Desk
- IT Operations
- Incident Management
- Problem Management
- Root Cause Management
For a free personalized demo, click here.