The home user too often has the duty to perform his own technical support, to have to tinker with the cables and the driver's to keep their computer or printer at work when it goes to the fritz. Although this is annoying to be disrupted by many people at home, in the business environment, this downtime has a direct impact on the operating result. After all, no company wants their office worker to spend the day working on his desktop while having his actual work done.
Therefore, a mature organization will have a dedicated personnel to repair, as well as maintain the equipment for the employees for the rest of the organization. Some groups choose to arrange this internally, through a special IT department. However, this can have its own pitfalls, and increasingly there is a greater variety of technology to support, from desktop computers to mobile platforms including smartphones, not to mention the permanent printer failures. Therefore, enter ITSM, which stands for Information Technology Service Management, and can meet the challenge to support today's enterprise technology.
Advantages of ITSM
ITSM goes beyond what a handful of IT employees typically can do in an organization. By outsourcing the technical support, there are significant benefits such as:
- efficiency – Because ITSM enters and disables the support day, they can have a higher level of expertise in the common IT problems for companies. That is why fixes are faster, the downtime is minimized and they are generally more efficient.
- Transparency – With ITSM able to give clear reports about their use and costs more regular and restricted, it is easier to track and see the return on investment (ROI).
- Improved insight – Service requests can be better tracked via a central database via ITSM, than individual e-mails and phone calls to the IT department. These can be more easily monitored and merged to better understand the organization's ongoing needs.
- Self-service options – There are self-service options with a robust ITSM interface. These include instructions on request for general tasks, such as replacing a printer cartridge that is specific to the model in use at the organization, or integrated chat bots.
- Predictable costs – Instead of supporting an IT department, with the cycle of rent and fire, with salaries and benefits, this can be replaced by a much predictable ITSM service contract and more budget-friendly regular costs.
Disadvantages of ITSM
The disadvantage is that ITSM is not for every organization, because there are some disadvantages. Include the following problems in the calculus before you completely:
- Loss of control – Instead of having complete control over the IT department within the organization, they are now outsourced.
- Institution-specific – While an ITSM comes up with and applies best practices, there may be fewer or even rare situations where certain devices or operating systems require support, long beyond an ITSM interested. For example, the McLaren supercar needs a two-decade old laptop, the Compaq 5280 LTE, to maintain the car and nobody will be able to support hardware than old.
- Data management – There are times when complete control over the data and activities of the employees will be of crucial importance, that it will have less preference to outsource the IT and keep it in-house.
Hybrid approach to ITSM
Given the pros and cons of ITSM, some organizations take a hybrid approach, with some daily activities given to ITSM, such as Windows updates, while retaining more business-critical work from the internal IT department. This is referred to as & # 39;Bimodal IT, With the goal of transferring the routine IT activities to the ITSM, freeing the IT department to take on new projects, to solve bigger problems, instead of using more expensive internal expertise to to deal with the everyday. The overall goal is to increase efficiency and better use the resources.
A closely related and integrated aspect of ITSM is the Information Technology Infrastructure Library (ITIL). This is published as a set of five core volumes, which are not specific to an individual industry, but rather the goal of well done ITSM. ITIL provides detailed information on best practices and procedures during ITSM lifecycle stages, including:
- Service strategy
- Service design
- Service Transition
- Service work
- Continuous improvement of the service
Choose an ITSM supplier
There are plenty of options available for an ITSM vendor and make sure you do your research, compare options, costs and the levels of plans to find the best solution for your business. As an example of an ITSM we look at SysAid, which integrates all essential tools into one product, including ITSM, helpdesk, service desk and IT asset management. They regard their customers as organizations that are well-known names, such as Coca-Cola, Bacardi, Johns Hopkins University and Fuji Xerox, so they are doing something right.
SysAid is an ITSM solution, which also claims to be ITIL-oriented. The functions are designed to streamline processes, such as recording incidents and following the solution. There is also a self-service portal with which end users can enter support requests, have access to chat, have access to knowledge articles to solve the incident independently and can follow up incidents directly for resolution. There is also a remote control option to allow service desk staff access from a remote location to the end-user's computer to resolve the incident.
Furthermore, there is CMDB (Configuration Management Database) software that can track the IT components of the organization and their relationships between users and devices and then predict the impact of a component change, instead of having a downtime disaster ; the asset data does not have to be entered manually and can come via network detection software.
SysAid can also help with the more mundane, but quite common issue of a password reset for a lost password. In an analysis at a university, a simple reset of the password required help from the helpdesk 25% of the time, despite the ability of alternative methods. SysAid offers them Self-Service Password Reset (SSPR), which has the ability to reduce calls to the helpdesk and reduce downtime for end users. It also strengthens the best practices in terms of password complexity and lengthas well as maintaining security because temporary passwords can be sent to a secondary e-mail account or via SMS.
Be sure to check out our Best ITSM tools from 2018 for some great choices for your organization.