IT Service Management: Gearing up for Modern Business Challenges
Today's business environment besides being technologically sound is also customer oriented. Customer
satisfaction is a vital factor in retaining customers and gaining their loyalty which would lead to increased sales
performance and profit generation. However, with the stiff competition prevalent among the business houses,
organizations tend to invest tremendously in IT to achieve customer satisfaction.
Nevertheless, the IT service organizations face a number of challenges in relation to their ability to deliver quality
IT services, service efficiency and maximizing return-on-investment besides synchronizing people, process and
technology. Organizations thus needed to focus on service-oriented IT management rather than technology-
oriented one. IT service management is a methodology that provides larger visibility to IT operations and
By deploying IT service management, enterprises have realized the significance of managing IT for business
requirements and improving work flow and services. An ideal ITSM solution would be one that provides an
efficient alignment between IT service operations and business goals and ensures quality, agility and
performance. Leading service providers have designed and developed configurable, customizable cloud based
ITSM solutions enabling organizations to deploy these as per requirements. Further, being configurable, these
solutions will enable a work flow based global platform for implementing ITSM across the various offices at
multiple locations irrespective of geographical distances. Being a web based solution gives it an added advantage
of being accessible 24/7.
These ITSM solutions besides being ITIL compliant, also need to ensure that the inbuilt applications such as
Service Request, Incident, Problem and Change Management. are advantageous to organizations irrespective of
its business volumes. The service request management besides handling incidents and requests, also acts as an
interface for other ITSM processes. Incident Management on the other hand provides support for achieving
critical software and hardware assets. Problem Management tends to resolve the root cause of incidents and
minimizes the adverse impact on the business.
However, the multiple reporting options of IT Service Management solution, helps service managers with
graphical, non-graphical and real-time reports to assist their assessment of service operation, service delivery
and overall distribution of IT assets. Though complete in its own way, this can be integrated with other tool like
the ALM tool or any other tool. With application development going global, integrating with ALM tools will have a
direct impact on the total quality. The IT service management can also be integrated with IT tools like
Configuration management database and Portfolio management.
Learn more about : software development life cycle & Requirements Traceability Matrix