First things first, let’s answer the big question: What is IT Service Management (ITSM)? ITSM pertains to all the projects in the design, creation, delivery, and support of your IT services. Now, ‘IT services’ is a board term because this can apply to any piece of technology at your workplace.
The Perks of ITSM
Got IT? Another way to streamline your productivity at work is by having a Managed Services Provider (MSP). Hiring an MSP helps ensure that all the technology you are using to run your business is staying updated, secure, and running on all cylinders. Having this as a resource to your company ultimately saves you time and money that would otherwise be wasted on resolving technical issues.
Using an ITSM Platform
Even though the correlation with ITSM relates to employees in the IT industry, there are several industries that can benefit from using a service management platform. Let’s break this down. A service management platform can be defined as any software solution developed specifically to help you manage projects or non-project tasks. So, any company that needs help with task management and organized communication would profit from using a service management platform.
Utilizing ITSM Tools
What is the #1 goal a business has when they are using a service management platform? The answer is higher productivity and streamlined customer service. With so many ITSM software solutions on the market today, it’s best to pick a platform that can be tailored to meet your exact needs.
Features
It’s impossible to say what features a service management system would include or lack with so many different solutions out there. To give the best representation of what is included with a service management system, we’ve listed some of the features below that represent our own service management platform.
Tools featured in ITSM systems can include:
- Time-tracking to increase efficiency
- Automated workflows to guarantee individual tasks or tickets don’t fall through the cracks
- Recurring tasks, triggers, and merging ticket capabilities to reduce extra “noise”
- Knowledge bases and custom filters for accessible information
- Real-time updates from a web-accessible portal
- SLA Management tools
- Increased security, including two-factor authentication
Do I Need ITSM?
Now that we’ve gone through a range of items under service management, it is your turn to decide what your business is lacking. Whether it be hiring an MSP to assist you with your technical maintenance or training your staff to use a service management platform for task/project-based work, understanding the value behind each will help you come to a final decision.
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