Now, more so than ever, IT Service Management has emerged as a necessary component in benefitting the bottom line of an organization. Although ITSM was originally considered to be a back-end support function; it has now evolved into an essential aspect regarding how efficient a given company can become. The innovations within the ITSM industry are seemingly endless at the moment and can drastically improve an organizations performance if properly taken advantage of. These advantages come in a variety of ways but some of the most apparent benefits are through cost-reductions, strategy unification, and continual service improvement.
Properly implemented ITSM practices can significantly reduce an organizations cost by increasing integration across core business objectives. This integration of core business objectives allow for a more thorough and effective operational efficiency through improved end-to-end organizational visibility. Operational efficiency and cost reduction are directly related in this regard because they both deal with process management and identifying target areas for improvement. The common target areas that will often improve include decreasing overall IT support costs, reducing recurring incidents, reducing average incident resolution time, reducing user down time, and improved disaster recovery time.
These are only a few examples but very significant ones nonetheless. ITSM helps to reduce the occurrence of problems while also minimizing the impact of organizational errors, allowing for an efficient and cost-effective business performance.
The use of ITSM helps to break down previously accepted structural constraints through organizational collaboration. This is a huge benefit of ITSM since it helps increase cross-functional communication while simultaneously reducing the possibility of poor alignment for organizational goals. Strategy unification through ITSM allows for better transparency within an organization which brings about a world of benefits. Some of these benefits include a more effective allocation of company resources, a reduction of risk, and optimizing institutional efficiency. However, the greatest benefit regarding a unified strategy comes from the opportunity to align customer needs with business requirements for ideal customer satisfaction/responsiveness.
Since ITSM creates more effective cross-functional transparency, it also inadvertently creates an opportunity for continual service improvement. This is made possible by the better alignment of business priorities with strategic business objectives. With the improved end-to-end visibility made possible through ITSM, effective change management is made easier when having to accommodate for fluctuating demands. ITSM allows enhanced customer and user fulfilment by being able to take advantage of these fluctuations whenever possible; thus improving productivity.
In conclusion, ITSM practices help to coordinate business objectives for optimal performance. The use of ITSM helps to leverage an organization’s IT framework for greater customer and user satisfaction. The innovative nature of ITSM will allow consistent self-improvement across operational functions for increased productivity and a cost-justified infrastructure. ITSM may be a constant process, but it is one that will ultimately benefit any organization in its ability to meet customer expectations.
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