To implement ITIL-supported ITSM in an organization whether big or small is highly recommended. You will hardly find a big firm who hasn’t successfully executed ITSM within an Information Technology Infrastructure Library (ITIL) framework and as a result reaped enormous benefits. But it is a reality that small organizations do not want to spend extra time, money and effort to achieve it. This is simply because everyone has a resistance to change something that is working as desired.
If ITSM is correctly implemented within the ITIL framework, it can offer massive benefits to all the stakeholders. In the next section, we highlight three key benefits promised by such an infrastructure.
Benefits of administering ITSM infrastructure
1. IT incidents, events, and problems are effectively dealt with
Whenever there is a service interruption, ITIL service operations helps provide a consistent service. With the help of the service operations core area, the organizations can work towards restoring the IT service disruptions as soon as possible.
- Incident Management: One of the major goals of an effective service delivery is to provide the maximum uptime to the end customers. This can be only achieved if the unplanned interruptions to the service are taken care of efficiently. For this, the incident management team within ITSM resolves to resume the service within the shortest possible time.
For example, there is a network failure because of the network port going faulty. The IT incident management team takes complete ownership of the issues, informs all stakeholders, and gets the service quickly up and running by connecting the service to another available network port.
- Event Management: It constantly monitors all the provided IT services to check if the change of state of a service is normal or not. In the case of an urgent change, the team reports it, so that the necessary action can be taken.
- Problem Management: It aims at finding the root cause of repetitive service failures. For example, a network switch might go faulty often. Problem management deals with identifying what causes this failure.
2. Helps easily deploy, improve and retire services
The five core areas of ITIL help create, deploy, deliver, improve, and retire IT services. This service lifecycle minimizes the service interruptions and also the overhead cost. With it, you adopt industry standard practices and processes to efficiently deliver and manage IT services.
- Service Strategy: The ITIL service strategy consists of the creation of a service portfolio that consists of the service pipeline, service catalog, and the decommissioned services. While the service pipeline includes the proposed services, the service catalog showcases the services currently offered by the organization. The decommissioned or the retired services are included for reference purposes or possible reactivation.
- Service Design: It helps the organizations to design new services or to make changes to the existing ones within the ITSM area.
- Service transition: It helps in building new services and carrying out the deployment in a coordinated way.
- Service operation: As we discussed earlier, the incident management, problem management, and the event management processes help effectively deliver the services to the consumers.
- Continual process improvement(CPI): It evaluates the effectiveness of the delivered services, at the same time, suggesting ways to improve upon them, monitor them and correct any shortcomings.
3.Helps provide standard service delivery through service catalog
The service catalog gives a standardized framework to the customers to request as well as receive services. With the help of the service catalog, the user is provided a single point of contact whenever he requires to request certain services, or request help in case of an incident. This way, it ensures a hassle-free customer experience so that he doesn’t have to go through separate channels for requesting a service or raising a complaint.
What is required to transition to ITSM?
To transition your organization to an ITIL supported ITSM framework, you don’t need to develop the ITSM tools from scratch. There are numerous existing ITSM platforms that help you achieve it with the minimum possible effort. Therefore, you do not have to spend energy and resources on designing the framework. You can use the existing framework to do other important tasks such as designing the service portfolio and ensuring effective service delivery.
Let us review what we learned
ITSM offers numerous benefits to an organization. The three most important advantages of using an ITSM environment through an ITIL framework are as follows:
- A reliable means for the creation, delivery, evaluation, improvement, and decommission of IT services
- Availability of an organization-specific service catalog ensures standardized IT service delivery.
- Consistent service delivery with easy management of failed or faulty services, persistent problems effectively dealt with by finding the root cause, and to monitor the services and manage exceptions as and when these are noticed.