They want visibility and control throughout their environments, and they must be able to connect agreed-upon SLAs from key outsourcing partners to actual service delivery.
ITSM is the mortar that holds together the individual components of the new IT delivery model.
Implementing an effective ITSM program is not easy. It involves creating or improving your processes to meet your organization’s objectives and finding the right tool to provide a platform that can evolve as your business changes. There is no product that will immediately solve your issues and support service delivery.
There are best-practice frameworks (e.g., ITIL, COBIT, and ISO) that will tell you what to do to deliver quality services but not how to deliver them. There are ITSM tools with built-in workflow automation; however, out of the box, they are not specific to your organization’s needs. Without detailed requirements, a software vendor cannot effectively install these processes into a tool. Instead, the vendor will use default processes that are unlikely to align to your organization’s unique needs.
For an effective ITSM program, you must define the optimal process according to sound frameworks, best practices, and your organization’s specific needs, and then you must incorporate them into requirements for selection and implementation of a tool. In many cases, organizations don’t have the time or expertise to do this without assistance.
Whether you are considering a new ITSM tool or wanting to improve your existing processes, consider working with an experienced partner to help define effective processes and meet your ITSM goals.