If you had only a few moments to explain IT Service Management to someone, what would your “elevator pitch” be?
In an EMA Research report industry analyst Dennis Drogseth defines it this way:
“Based on ongoing dialogs and readings outside of this research, perhaps the most frequent industry answer is that ITSM is a process-based practice designed to align the delivery of information technology services with the needs of the enterprise and IT customers.”
“However, this (EMA) research approached ITSM via a triangle of vectors recognizing the importance of technology and organization, as well as process (including dialog and communication). We believe that ITSM has evolved to reflect multiple interdependencies that can only be understood by this multifaceted approach and that this approach is also the best way to understand future ITSM directions.”
Dennis Nils Drogseth, What is the future of IT Service Management? Enterprise Management Associates Research Report, March 2017
ITSM’s “Multiple Interdependencies”
Latching onto the notion that “ITSM has evolved to reflect multiple interdependencies,” it’s safe to say that traditionally, a divide has existed between business units and IT operations in many organizations–when the latter group isn’t always aware of the business impact of its actions, while the former is frustrated about the lack of responsiveness, accuracy and efficiency when it comes to IT service delivery.
IT operations must understand that deploying and managing 1) software and hardware assets: 2) storage, network and servers: 3) operating system, middleware and applications all serve specific business tasks and processes. Examples include helping sale gain access to customer information, handling HR onboarding service request or the change management of upgrading to Windows 10.
Truth is, only if the IT department is aware of the business impact of failing to support a certain business task or process can IT investment decisions, IT staff allocations and issue resolution efforts be optimized.
Technology Silos and Inefficient IT Service Delivery
The core reason for inefficient IT service delivery is often a lack of integration and communication between IT systems, software and hardware. Over the years, proprietary network, storage and server hardware has piled up within the corporate data center–with numerous subject matter experts responsible for each technology. Business processes that span these multiple silos are fragile and difficult to monitor.
In Addition, business priorities frequently don’t guide root cause analysis, which lengthens remediation times. When evaluating new software and hardware solutions, IT executives must focus on how these tools integrate with existing technologies and how they can help improve business processes across the entire organization.
Choose Unified IT over Divided IT
Ivanti Unified IT Service, Asset and Endpoint Management solutions help organizations fully automate their IT service delivery. The platform enables you to:
- Free up the IT service desk and increase customer satisfaction and productivity with engaging self-service
- Eliminate errors with zero touch deployment
- Optimize license spend by reclaiming unused software
- Employ zero touch deployment processes
Dataseti’s extensive experience of over 15 years helping organizations improve their ITSM operations and increase the service to their organization with Ivanti solutions can help you achieve “Unified IT”. If you would like to learn more, talk with one of our consultants.
-Dan Davis, Manager of Sales and Customer Service