Not only help desks, tickets and break-fix operations. In contemporary organizations, IT Service Management (ITSM) has become a far more complex matter, taking into account all that is needed to design, plan, deliver, operate and maintain IT services for internal and external customers. Although it still deals with the resolution of IT failures and down service, it is above all linked to the ability of successfully managing IT resources, processes and people, providing the organization with reliable and effective business services.
What we are experiencing these days is that ITSM procedures and workflows may be extended to other corporate functions and departments. Think for instance of HR, Legal, Finance or Customer Care: they are frequently asked to monitor certain processes and related events, manage provisioning and de-provisioning activities, assign tasks to a team or work queue, track action status, generate analytics and reports. They need to access and interface different corporate systems and database, with very similar problems around security, data integrity and protection, process ownership and compliance.
No longer limited to IT, the ITSM is evolving into a best practice to be replicated as Corporate Service Management. As you can imagine, leveraging the same approach – and possibly the same technologies and tools – ensures high levels of integration and efficiency within the organization, also minimizing efforts and risks of developing a completely new corporate methodology for service management. As organizations operate in highly regulated environments, extending ITSM to Corporate Service Management might have relevant benefits for any kind of business, regardless of its size and industry.
Collecting, correlating, filtering, and enriching data are key features of ITSM solutions such as our KRIU 4ITO. They can be applied to other types of workflow and enable a more accurate implementation of business policies and procedures, a careful management of reviews and approvals, a quicker response when an issue arises. In this perspective, user requests or notifications are not very different from tickets or help desk calls we are used to.
The ITSM expertise is too valuable to be relegated to IT services only. If the same vision and approach are broadened to Corporate Service Management, they could contribute to business resiliency and efficiency. In the long run, companies will more and more need to standardize internal tools and procedures, ensuring a seamless support to IT, financial, legal, regulatory, HR and other processes.
Author: Sabis Chu, IT Technology Evangelist at KRIU