Question

1. Discuss the future of ITSM?
2. What is an ITSM tool? How to select an ITSM tool?
3. What are the ITSM Metrics & KPI’s for Measuring Success?
4. difference between ITSM and ITIL?

Answer 1

`Hey,

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IT service management (ITSM) is changing: take the idea of service operation and putting in a service ticket; With emerging technologies and AI your computer will know about an issue before you do and will either submit a ticket or walk you through a fix. I’ve seen this happening already in reality.

Having AI handling these low level, low complexity demands will leave ITSM to focus on larger, more complex items – processes, governance and how everything fits together. This won’t happen overnight but organizations will need to attain this level, with ITSM well-placed help them understand the change. Technology will make life easier but will still require complicated connections behind the scenes.

Organizations will need multiple ITSM experts, either certified or learning how to do certain things to remain competitive and save/make money, whatever industry they’re in.

For practitioners, this means looking at all best practices and growing your skillsets and ITSM toolbox. Where previously the attitude was “if it’s not broke, don’t fix it”, now it’s about how to disrupt and make something better. But when you’ve done that, you need service management to look at these things and continue making improvements. From a best practice perspective, ITIL brings all this together.

IT service management (ITSM) refers to the entirety of activities – directed by policies, organized and structured in processes and supporting procedures – that are performed by an organization to design, plan, deliver, operate and control information technology (IT) services offered to customers.

Differing from more technology-oriented IT management approaches like network management and IT systems management, IT service management is characterized by adopting a process approach towards management, focusing on customer needs and IT services for customers rather than IT systems

ITSM PROCESS ENABLEMENT TIPS

This is the tool’s ability to support all required aspects of current and known future ITSM operations; something that will of course vary in breadth and depth across different organizations. The key tips are:

1. Agree the real reason(s) for wanting to change ITSM tool (and potentially vendor) – understand the true root cause(s) of the need to change your ITSM tool. This might not necessarily be that the current tool is lacking capabilities, or is suboptimal in some process or management/governance areas. Instead, it might never have been the best option for the procuring organization – perhaps the wrong questions were asked during the previous tool-selection process. Your organization then received the wrong answers, and thus made the wrong investment decision.
2. Know what you’re trying to achieve with ITSM (and the new tool) – because there’s a real danger that any organization seeking a new tool is overly-focused on ITSM or ITIL processes, and the features and functions that support them. These organizations are ultimately more focused on what they need to “do” – the mechanics of ITSM – than what they need to achieve by “doing” ITSM. Thus, as part of investing in a new ITSM tool (and vendor) it’s important to know why a new ITSM tool is needed and how it will ultimately benefit your organization. This understanding of desired business outcomes will also help to reinforce that ITSM and the ITSM tools are merely “the means to an end” rather than the “end” itself, and will help to identify the opportunities and pain points that your organization ultimately needs to address.
3. Understand your organization’s true ITSM tool requirements – your organization will most likely follow one of two tool-selection routes (or use both): participating in a, usually 30-day, free trial of various ITSM tools and/or issuing an RFP for a group of ITSM tool vendors to rate themselves against your needs. Either way, it will hopefully help you to get a good understanding as to how well each ITSM tool and vendor meets your needs. However, organizations need to start with their desired business outcomes rather than the commonly-used features and functions available in ITSM technology. So, ensure that you know your organization’s true requirements – requirements that are based on business-outcome-based needs, not the art of the ITSM-tool possible.

Eight Key Performance Indicators (KPI’s) were included.

1. Service availability
2. Time to resolve
3. First-call resolution rate
4. SLA breach rate
5. User satisfaction
6. Cost per contact
7. Customer satisfaction
8. Net promoter score

ITSM stands for IT Service Management. It’s about how an organization manages IT services for customers. ITSM refers to all the activities involved in this process, which include planning, designing, delivering, operating, and controlling.

While IT Systems Management and Network Management are technology-focused, ITSM is more customer-focused. There’s a big emphasis on continual improvement. This involves consistently measuring and improving processes, IT services, and IT infrastructure. Doing so maximizes their efficiency, effectiveness, and cost effectiveness.

ITIL stands for IT Infrastructure Library. It’s a framework or a set of ITSM best practices. These processes, procedures, tasks, and checklists are not organization-specific. Instead, the idea is to integrate them with the organization’s strategy. ITIL is divided into a series of five core volumes, each covering a different ITSM lifecycle stage. These stages are:

1. Service Strategy
2. Service Design
3. Service Transition
4. Service Operation
5. Continual Service Improvement

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