No need to remind how important IT services are to support company processes and overall performance. In today’s business scenario, reliable and high quality IT Service Management (ITSM) is essential to keep systems running, maximise employee productivity and ensure continuity.
CIOs might be troubled when approaching ITSM, or trying to improve existing ITSM platforms, as so many variables come into play. A good way to bypass the obstacle is to assess the current situation, understand which processes are in place, and their degree of standardisation and replicability across the organisation. This should help clarify users’ needs and expectations, and support the definition of appropriate Service Level Agreements (SLA) and Operational Level Agreements (OLA).
Once completed the assessment step, it’s time to set short and mid-term goals: how will the organisation measure ITSM success? Which KPIs will be monitored? The temptation to negotiate realistic, close at hand objectives is high, but don’t forget that ITSM might give a great contribution to business processes, so it might be worth to raise the bar and be ambitious. Of course, the more the company wants to achieve, the smarter investments in people, process and technology are to be planned, and the stronger executive buy-in is needed.
When establishing the ITSM plan, make sure there are full understanding and alignment between the internal team and the external providers you might have entrusted, as they will be working on the same frameworks, best practices and methodologies. Thus they have to be confident and in agreement.
ITSM software selection might be tricky as well. From our experience, a convincing ITSM system should deliver efficient and automated services, feature advanced monitoring and analysis capabilities of IT services data, provide an engaging and friendly user experience. These were key design principles when we designed Kriu 4ITO, our powerful and flexible IT event and correlation management solution. Whether or not you are willing to give it a try, do consider the importance of integrations: a good platform should be able to dialogue with other new or existing ITSM software to boost productivity and efficiency, also minimising the impact on business operations.
Finally, remember that improving ITSM capabilities is a continuous, incremental job, so close monitoring of processes and possible issues is recommended. The right ITSM solution can strongly improve IT service availability and performance, and support the organisation in achieving its innovation and business goals.