ITSM Processes Implementation

Need for ITSM?

If you are already doing ITSM in a small way. as a business grows it is necessary that you might bring in more mature processes to get the maximum returns out of your ITSM investment.

The most common benefits one can get by utilizing ITSM are it will reduce IT costs, with the help of ITSM businesses can improve their quality of service, it definitely improves customer satisfaction, it also improves the governance but the same time reduces risk, flexibility will be improved, apart from these, there are benefits like it increases agility for new IT Services.

How to implement ITSM Processes?

The path to select the correct ITSM Processes is to check what your business needs, especially. for example, if you have a small set of IT Support teams. they are constantly fighting similar issues. it makes more sense to find out the root cause of the problem and resolve it once and for all. a simple example of it would be storage space issues. in order to solve that you keep deleting files and applications every time the hard drive maxes out. and it is not a long term solution also instead of that it is simple to install a bigger hard drive it is very much useful for long term solutions

Generally, the term ITSM translates to going from mere incident management to problem management. for instance above the computer moving out of storage space is the incident. and it doesn't have sufficient hard drive is an underlying problem. of course in the larger companies IT Support Team deals with incidents that are more complex and send problems over to dedicated problem management teams.

In order to implement ITSM Processes not only ITSM Tool is sufficient but a cultural change required. the end-users need to look at IT as a service provider not just another section in their association.

When implementing ITSM processes one need to keep the following things in mind:

• Team Maturity: is your team is mature enough to handle the adoption of ITSM Processes? A company with an employee count of 25 wouldn't benefit from including ITSM processes as well as a company with an employee count of 150 people. that is growing rapidly
• Problem Statement - first we need to figure out what is the issue that you are trying to solve? are you trying to reduce the IT budget? this can probably be reached by bringing systematic processes and predictability into IT organization
• Framework to be adopted - what is the framework you are looking to adopt? that largely based on the problem statement. while every framework helps you to reach a certain level of structure and predictability in a different capacity. the processes they employ are different.