ITSM processes
The more organized an enterprise is, the better is its IT department. This is one of the most important ITSM benefits that enterprises look for. What other ITSM benefits do enterprises derive, and what actually are these ITSM processes?
ITSM processes are the elements of an ITSM framework. An ITSM process supports its major concepts and describes the way of IT service management. ITSM processes can be divided into the following stages:
Service Strategy (SS)
is the first and foremost stage in an ITSM process. The ITSM benefit of this stage is to help determine what exactly customers are looking for, and verify whether the service is financially workable. Service Strategy gives an overall understanding of a company’s services in connection to the Service Portfolio, Financial Management, Business Relationship Management, etc.
Service Description (SD)
enables strategic identifications with a detailed description of services offered by an enterprise. A key ITSM benefit from this stage is the assurance that the IT service delivery meets the requirements, and that the organization is capable enough capacity to deliver the services securely.
Service Transition (ST)
is accountable for the auctioning of the company’s services. The ITSM benefit of the ST stage is the maintenance of the stability of services while allowing them to be dynamic by hosting changes judiciously. The processes at this stage are Change Management, Release Management, Knowledge Management, etc.
Service Operation (SO)
ensures that the services work without hindrance, promptly warding off any disruptions. There are 6 main processes that help SO do that:
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Event management - Monitors and provides notifications on how the services are running
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Incident management - Restores the normal flow of IT processes as soon as possible, in case of disruptions
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Problem management – Caters to the underlying cause of incidents
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Request fulfillment – Deals with low-risk, recurrent and pre-defined circumstances
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Access management - Deals with accounts and passwords
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Continual Service Improvement (CSI) - Constant improvement of the services delivered
ITSM benefits from these processes
Being a very structured approach to IT services, processes can bring lots of ITSM benefits along with clarity and transparency to an organization’s IT structure.
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ITSM processes can help an IT department steady the IT service disposal.
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Equipped with clear what-and-how strategies, an IT team can shrink downtime (when disruptions in services occur) and surge the rate of service readiness.
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The decrease in resolve time and an increase in the total rate of service availability are certain to improve user/customer satisfaction marks.
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A more operative approach to day-to-day operations and automating of some of them will decrease the costs of IT service management.