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 Business benefits 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. Financial benefits 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. Employee benefits 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. Internal benefits 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 Management.
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