Understanding the Benefits and Barriers of ITSM
Most of the business services these days are managed through Information Technology leading to
organizations investing in Information Technology to achieve customer satisfaction. IT Service
Management (ITSM) is a methodology that provides better visibility to IT operations and functional
services. This service oriented approach manages IT infrastructure to deliver the best service, and
focuses on organizing people and service operations in the most excellent way possible.
The ITSM Benefits can be classified into the following
The implementation of IT processes helps strengthen the processes and enhance the quality of
service operations and service delivery. The IT service organization can gain greater productivity and
customer reliability by establishing definite processes. Meeting customer expectations become easy by
following the ITSM methodology. This in turn facilitates Customer-focused business operations for
enhanced customer satisfaction and customer retention.
In an IT service organization, the implementation of ITSM guarantees long term financial
benefits. The cost of service operation becomes lower as the three major components – People, Process,
and Technology gets streamlined. ITSM introduces customer-focused service operations in the business
so that the services are not over-engineered, thereby preventing the recurrence of problems. There is a
great optimization in impact of change of business by adopting change implementation process. The
overall improvement in the service operation and service delivery produces tremendous financial benefits
in the business.
The synchronization of ‘People’ and ‘Process’ in IT service operations is not undermined by ITSM. IT
service operations become more customer-focused by accepting ITIL ‘best practices, thereby facilitating
employees to understand their responsibilities. The employees become more motivated and productive
with the simplified workflow and training on ITSM.
As ITSM has a straight forward approach towards ‘roles and responsibilities’, the different service groups
involved in a process are aware of their area of operations and responsibilities on a reported Service
Request, etc. There is an improvement in the inter-team communication and collaboration because of the
synchronization different workgroups in a process.
There are various obstacles or barriers to ITSM, and to name a few:
Employment automated business processes and Categorization
The allocation of developments in problem resolution
Integrated IT tools ecosystem
Offering global access
Facilitating knowledge base management
The barriers to IT service management can be overcome by
Generating tasks that are founded on previously designed business rules and putting in place
automatic IT service management solutions. This ensures easy accesses to escalation
notifications that will are automatically generated. This thereby results in minor manual errors
ensuring total transparency to all processes.
Offering an event-based, two-way, real-time communication between separate tools thereby
ensuring data integrity and decreased inconsistencies. An easy web-based interface that can be
accessible from anywhere for internal groups.
Enabling a knowledgebase for the enterprise that contains resolutions of known errors and
including learning from prior resolution efforts. This diminishes the time spent on issues/problem
resolution and eliminates replication of efforts in problems that have been resolved earlier.
Offering information to enterprises in just one repository thus permitting enterprises to refer to
different information with ease.
An effective ITSM solutions needs to offer various benefits owing to its diverse functional abilities that
cater to different security, making it an ideal solution for enterprises. There is tremendous advantage to
any organization that adopts a single solution with all the required built-in applications for IT service
Learn more about :- Application lifecycle management & requirements management tool