Do you know how IT service management (ITSM) is directly related to people, the processes they perform, and the technologies that support them?
In this sense, to make good management of IT services, it is necessary, in practice, to implement ITSM, raise awareness of people, then develop processes and then put technology into operation.
If you want to know more about the topic and find out how IT service management connects people, processes, and technology, follow our posts to get into all the details.
What does it mean to manage IT services?
For a company to remain competitive in the market, it must manage IT services efficiently. For that to happen, it is possible to use IT service management platforms, or ITSM – Information Technology Service Management.
In this sense, for the management of IT services to perform, the entire team must make continuous efforts to improve all processes. This reduces waste, optimizes the time, and improves the quality of services and, consequently, the customer experience.
The main advantages of IT service management are:
- The decrease in operating cost;
- Improvement in efficiency and productivity;
- Automation of manual and repetitive routines;
- Transparency in internal procedures;
- Team communication becomes faster and simpler.
These advantages provide support for strategic IT in which ITSM should be a foundation. Among the main advantages of adopting ITSM, there is a qualified service desk, asset management, well-monitored Network Operations Center (NOC), plus others.
How important are people, processes, and technology to IT management?
To understand ITSM, it is extremely important to understand people, workflows, and processes that they perform in mapping so that the technology to be adopted for Service Management is effective.
In this sense, technology is usually the simplest step in the process, since ITSM takes the form of a solution that captures tickets, forwards jobs, manages IT assets, and can even count on a self-service portal. These solutions, in general, usually work very well.
In the case of people, there is a specific critical aspect to the implementation of ITSM since this item requires some time and effort due to necessary changes in the habits of employees.
In turn, this change usually requires more than just sending messages and some training classes, as the success of ITSM is related to the involvement, adherence, and support of all the people involved. So, it would help if you made them feel part of the process.
The processes involve a defined sequence of activities that transform inputs into outputs. However, while technology enables and sustains processes, its definition alone is not enough.
One of the main challenges in the area occurs due to the dedication of time and efforts to design and implement the processes with little guarantee that people follow them. Once again, it is necessary to focus on training people to obtain the expected result.
In this way, people, processes, and technologies are directly related to the management of IT services, since one depends on the other for the smooth functioning and success of the ITSM.
How is automation able to help in IT management?
As we have seen, when designing and documenting a process, you have to wait for people to use it and follow it. However, in cases where there is a system performing automation, this process becomes more straightforward.
Processes are the way to scale an organization, and automation, in turn, makes this possible, since it ensures that processes are followed.
Both automation and the constantly evolving technological landscape is quickly changing ITSM implementation in many corporations. Please see below the details of these changes!
Technology-initiated ITSM
The technology itself must initiate an increasing number of ITSM activities. For example, with the Internet of Things, machines exchange data and information with other machines. Often, the data are incidents or problems related, which would fall under service management.
Some of this data may indicate a situation that requires some response. In any of the situations, creating a ticket and the execution of the processes can be triggered directly by the technology itself.
Artificial intelligence, machine learning, and cognitive computing
Advances in data science and algorithms’ development have led to the emergence of technologies such as artificial intelligence, machine learning, and cognitive computing that can continually search for defined data patterns and conditions. These can benefit from ITSM as a streamlined approach to processes for automated service solutions.
However, for all resources to work together, the definition of processes and automation are fundamental, as these factors open the door to the most advanced use of technologies.
Understanding more about IT service management and how it supports smart work makes it easier to realize that using a platform that integrates technologies, connects people, automates your processes and workflows can be a significant asset to every company.
Contact us at Run2biz to learn more about our ITSM solution: the 4Biz platform. It can add efficiency to your company’s work routine and your customers, plus help optimize the workflows of IT or any area of your business!
Reference:
https://blog.tbconsulting.com/people-process-and-technology-what-makes-a-good-it-service-partner