A Pracepio survey revealed that 81% of respondents believe that working in their IT team would get harder over the next three years. This is because businesses are looking for multiple ways to adopt technology in all aspects of their organization including sales, HR, marketing, communication, and product.
IT teams play a crucial role in determining the success of any business. They are responsible for securing data, tracking all assets, and responding to incidents, all while controlling the expenditures on hardware and software assets. IT service management (ITSM) helps you achieve these goals and ensures that your systems are stable as your operations scale.
Find out how ITSM tool adds value to businesses, improves IT operations, and enhances employee productivity.
ITSM benefits for organizations
1. Consistent user experience and service
ITSM delivers a consistent user experience for both employees and customers. With self-service portals, your employees can easily access procedures such as new device requests and software installations. This establishes a standardized method of service delivery to your end-users.
In terms of feedback, these standardized processes allow your employees to manage recurring issues quickly. With clear procedures in place for hardware requests, complaints, and other common scenarios, they can navigate these situations with ease, knowing what steps to follow. This improves operational efficiency and builds a smoother experience for both IT teams and end-users alike.
2. Enhanced IT response
Unplanned downtime and server shutdowns disrupt your operations adversely and may incur heavy financial losses. To curtail this, ITSM has four phases in IT incident response namely preparation, detection and analysis, containment and eradication, and review. In the preparation phase, proactive measures, such as incident response plans, responsible team assignments, and the implementation of various software tools, let you create a swift and coordinated reaction to potential incidents.
The detection and analysis stage further enhances your responsiveness through multiple identification methods, including security alerts, email notifications, user complaints, and advanced malware detection. The containment and eradication phase strengthens IT response as your teams apply software patches, password configuration updates, and security orchestration methods.
Lastly, the review phase ensures continuous enhancement as it assesses the effectiveness of your measures through post-incident reports, analytics dashboards, and comprehensive documentation. This systematic and proactive approach significantly reduces Mean Time to Resolve (MTTR) and strengthens your ability to handle and recover from disruptions efficiently.
3. Cost savings
ITSM automates a range of IT processes that you’d have to perform manually otherwise. These include license monitoring, tracking assets on spreadsheets, 24/7 availability for customer chat, and more. Automating IT processes reduces your reliance on human labor, and IT professionals can utilize their skills and expertise towards more strategic initiatives that improve your IT response and delivery. As you wouldn’t have to hire and train multiple employees for these tasks, you’ll be able to reduce your running costs significantly.
ITSM reduces the downtime caused by technical issues, saving you the costs associated with operational disruptions and productivity losses. A report by Pingdown showed that on average, one downtime incident costs companies $5,600 per minute:
By implementing ITSM, you’ll protect your company from hefty monetary losses. Besides, it also allows for enhanced problem management where you can identify recurring issues and implement long-term solutions. This would reduce the need for repetitive and costly incident resolutions.
4. Improved employee experience
Employee satisfaction is closely linked to their productivity and output. Ensuring that your employees have all the right tools to get their jobs done improves productivity and employee morale.
ITSM benefits your organisation by helping you automate routine responsibilities, service requests, enabling knowledge sharing and collaboration tools for employees to improve their overall task efficiency. A smoother workflow directly equates to higher employee satisfaction and overall productivity.
ITSM benefits for IT teams
1. Reduced MTTR
The Mean Time to Resolve (MTTR) measures how much time it takes for IT support to identify and eventually resolve an outage or disruption. Integrating an asset-tracking tool gives you a detailed view of all your hardware configurations and dependencies. For instance, in case of a critical server outage, your engineers will be able to pinpoint the server’s location, configuration details, and any recent changes. This makes troubleshooting incidents easier and minimizes downtime.
2. Improved IT productivity
Employees wouldn’t have to involve the IT department in manually managing routine tasks like installing software programs on employee devices, and password resets. SCIM protocols, for instance, automatically revoke user access to company software once an employee leaves your company.
Similarly, when a new team member is onboarded, your IT teams don’t have to spend hours giving them access to each company software manually. They simply have to add, assign or import new users to grant access. This reduces their workload and lets them focus on more strategic initiatives that optimize your system for peak performance.
3. Enhanced ROI through asset management
Technology investments make up a major chunk of your expenses so they should be carefully managed. Effective asset management helps businesses utilize their maximum potential and improve efficiency. Lifespan metrics will give you insights into analytics like time to refresh assets, average asset lifespan and Mean Time between Failures (MTBF).
With this clarity, you’ll have a better idea of the best time to upgrade or replace them with new devices. Similarly, you should track other metrics like maintenance costs, uptime, and downtime to identify and quickly fix bottlenecks.
4. Efficient change management
Robust change management helps make processes smoother whenever you’re introducing new features or software upgrades, or are planning on modifying your system configuration. Zendesk Change Management standardizes this process by starting off with ticket submission, followed by change planning, approval from higher-ups, implementation, review, and closure stages:
5. Streamlined request fulfillment
IT service management makes service delivery more efficient and helps IT teams fulfill requests quickly. Knowledge bases, chatbots, and tutorials promote self-sufficiency and cut down on query resolution times. This reduces workload and expedites service delivery for IT teams.
6. Adherence to compliance protocols
Compliance protocols are a set of measures that protect your company from legal challenges. If found responsible for data misuse or inadequate security protocols, you can face hefty penalties and legal risks. To adhere to industry guidelines, ITSM facilitates you in several ways.
With role-based access control (RBAC), you ensure that only authorized people are accessing critical user data stored in your systems. You can further strengthen your compliance measures with multi-factor authentication, which will send login codes to company emails only.
ITSM benefits for employees
1. Self-service portals
Self-service portals allow your employees to solve their IT problems without external help. They can independently request new hardware, password resets, and software installations from the portal directly.
Besides, this user-friendly portal lets them report incidents, access knowledge bases, and independently resolve their issues. As they promote faster issue resolution, your employees will enjoy a more productive and user-centric IT experience.
2. Improved communication with IT support
Communication and collaboration is the key to building team productivity and improved workflow. Ticketing systems and notification alerts keep all the stakeholders in the loop and updated about task progress. By increasing the visibility of IT processes, ITSM makes resolution progress more transparent. An in-built chat system enhances communication between employees, who can reach out to IT support with ease.
3. Knowledge accessibility
ITSM places a lot of emphasis on knowledge management and lets you create a centralized hub of company knowledge and documentation repositories. The end-user dashboard contains FAQs, solutions to common issues, troubleshooting resources, step-by-step guides, and tutorials. This not only helps newcomers learn your processes quickly but also promotes a culture of self-sufficiency and employee autonomy.
4. Access to service catalog
A user-friendly IT service catalog lets your employees access and request the different services you’re offering. They can request a new laptop, device repair, and software installation on their devices remotely. Your teams can approve these requests and can take appropriate actions to quickly deploy services.
With ITSM, your employees have access to tools that enhance their productivity and automate manual processes. From asset management, and incident resolution to handling service requests, IT service management is transforming the way businesses, IT teams, and end-users are working.
Frequently Asked Questions
1. What metrics do businesses use to measure the success of their ITSM implementation?
To determine how successful your ITSM implementation has been, use metrics like Mean time to Resolve (MTTR), inventory turnover ratio (ITR), customer satisfaction scores (CSAT) and service level agreement (SLA) compliance.
2. What features should I look out for when choosing an ITSM software?
One of the foremost features you should look out for is auto-discovery agent, which strengthens asset tracking. This agent automatically scans the network and device details for each device wherever this agent is installed. Besides, consider features such as reporting and analytics, service desks, and license management.
3. How do companies implement security measures to protect user data?
Multi-factor authentication, role-based access, identity management solutions and regular software audits protect your data from cyberattacks.