IT service management or ITSM refers to the tools and techniques IT teams utilize to manage the efficient delivery of their services to customers. It means that all the processes and activities involved in designing, creating, delivering, and supporting IT services fall under the category of ITSM.
Wolken Software is one of the world’s most trusted providers of IT Service Management Solution. The ITSM gets involved from the moment a request is submitted through a portal. Then the tickets are filled out with all relevant information by the employee and he resumes his work after it. The ticket lands in the IT team’s queue. Here, all the incoming requests are sorted and addressed in order of their importance.
Frameworks of IT Service Management solution
Effective management of IT services means that the company must have control over the capabilities of the service, its performance, any changes made to it and predictions concerning future problems. Although these processes fall under ITIL, they appear in various forms in the ITSM frameworks as well. Some of those frameworks are mentioned below:
- Change management.
A service might fail to align with business expectancy at some point in time. Then it becomes necessary to modify, expand or alter them. The IT department determines how these changes are going to affect the service deployment and ensure that it is implemented effectively. They then monitor if the changes were successful in making the intended effect. Sometimes release management can be grouped with change management while other times it is treated as a separate process.
- Asset management.
Services require both software and hardware assets for maximum efficiency. Therefore the assets need to be tracked, updated appropriately and properly mapped to demonstrate how they interact. Configuration management, capacity management and asset management which are all parts of ITSM, deal with these concerns and can be blended or treated as separate processes.
- Project management
In an environment of shifting business dynamics, IT services transition between various stages of the life cycle at different times and different speeds. IT organizations maintain orderly services and avoid problems using their project management skills.
- Knowledge management
Knowledge management helps to avoid duplicated work and discovery by organizing and sharing information about IT services.
- Incident management
Sometimes a performance issue or an outage can disrupt IT services. The IT service desk should be able to address the issue, restore service availability and make improvements in the system to prevent reoccurrence.
- Problem management.
There always lies a problem at the root of any incident. IT organizations resolve the problem through temporary fixes to keep the business going at that point. Problem management is essential to permanently fix issues to improve service delivery and performance.
Advantages of Using Wolken’s IT Service Management System
An effectively managed ITSM can benefit a company in numerous ways.
- It increases the speed, cost-efficiency, and effectiveness of the IT service
- It aids in reducing IT incidents and takes necessary steps to prevent them from happening
- These solutions help in keeping the employees focused only on work since they know that IT support is available if and when required.
- Evolving businesses require ITSM to modernize technology without disrupting everyday work.
- ITSM also enforces compliance with regulations and therefore reduces risks at the workplace.
Summing it Up
IT Service Management solution by Wolken is significantly responsible for altering the relationship between IT and the business. With ITSM in place, the IT department becomes more of an internal service provider and consultant. The functions of ITSM are not limited to resolving day-to-day issues. An IT team is responsible for the end-to-end management of these services.
IT Service Management provided by Wolken Software helps you stay on top of your business functions and resolve internal issues swiftly. The dedicated modules for each IT process as mentioned above ensure that there is a significant rise in employee productivity & employee.