The OnPage Guide to IT Service Management

IT service management (ITSM) refers to the entirety of activities, processes and supporting procedures taken on by IT teams. These activities are performed by teams in order to plan, design, deliver, operate and control the information technology (IT) services offered to customers. In other words ITSM is the management of end to end IT services for clients.

Clearly, ITSM plays in important role in the day to day activities of IT professionals. However, despite this importance, IT teams are often unable to meet SLAs due to inefficient workflows, lack of team collaboration and lack of automation.

To shed more light on the world of ITSM this blog will focus on three components of the ITSM world:
• The IT teams themselves
• The problems impeding effective IT service management
• Solutions to these problems

IT Service Management Teams

Modern IT teams work to align themselves with corporate business needs and strategy as opposed to just completing tickets and delivering on SLAs. When IT teams tap into companys’ business strategy, they can streamline their day-to-day work and focus on driving technological improvements across the company, from sales, to marketing, and customer success.

In a survey conducted by Atlassian a third of IT teams surveyed report being completely aligned with the business today. Indeed, the number of business-focused IT teams is growing, with 29% of teams reporting that IT is key to business strategy and success.

The same survey indicated that on average IT Teams…

However …

ONLY 52% OF IT TEAMS OPERATE WITH A SERVICE LEVEL AGREEMENT. OF THE IT TEAMS THAT ARE CURRENTLY USING SLAS, ONLY 38 ARE MET.

THE SUCCESS OF YOUR BUSINESS DEPENDS ON THE SHAPE OF YOUR IT TEAM
When modern IT teams are highly productive and focused on driving customer happiness, IT teams become a competitive advantage within their company. We found IT teams support the greater organizational goals by:

IT Service Management problems impeding effective IT Service Management

IT Service management isn’t just about finding and fixing problems. In day-to-day operations, it’s easy to get hyper-focused on root cause analysis and forget the much bigger picture. So let’s take a look at some of the most common obstacles that IT teams run into as they work relentlessly to keep all the alarms and sirens from going off at once.

To read the rest of the problems and solutions download the White Paper