ITSM

ITSM stands for Information Technology Service Management. It is a best-practice that is used extensively for managing information technology systems. ITSM is wholly geared towards the customer and is a user-friendly approach to managing a wide variety of services.  In essence, the philosophy succeeds by changing the emphasis from an IT centered philosophy to a customer service philosophy.

ITSM is frequently associated with other management philosophies including Total Quality Management (TQM), Six Sigma and Business Process Management. Frequently, IT Service Management is also closely aligned with with another framework, the IT Infrastructure Library (known as ITIL).  As a source of good practice, the ITIL framework is used by organisations worldwide to establish and improve Service Management and provides a formal and universal standard.

Service Management encompasses the delivery of a large breadth of IT services – including service request and incident management, problem, change and release management, and IT asset management, to name a few.

In the past, traditional IT operations simply concentrated on technical issues. Today, organisations have high expectations in relation to their service provision and these expectations change with time. This means that IT operations must concentrate on service quality and cost controls.

The modern IT department must now rely  on a growing set of service management tools, preferably integrated as a consolidated suite, to meet the rising business expectations.

As companies advance their IT Management solutions to introduce automation based on industry best practices processes such as ITIL, they can expect to reap the following key benefits:

• Strategic alignment between IT departments and the business they serve
• A unified management platform enables cross department goals and functions
• Support for complete end-to-end infrastructure lifecycle
• Increased first call resolution and decreased ‘mean-time-to-resolution’ with automation
• Support for governance and compliance initiatives
• Delivery of infrastructure transparency
• Enhanced quality of service and customer satisfaction rates
• Proactive management and delivery of reduced service costs.

To discuss your requirements further tel: 0845 6588 121 or e-mail: info@prior-analytics.com