What’s ITSM All About?

The acronym ITSM means Information Technology Service Management. It encapsulates the diverse activities involved in designing, creating, delivering, supporting, controlling and managing the lifecycle of IT services. As such, it’s directed by policies, as well as being organised and structured in its processes and supporting procedures.

But what do we mean by IT Services and why do they need managing? Firstly, think of any piece of tech you use at work. Your laptop and the software installed on it.  Company smartphones, tablets, the printer that the whole team uses, or the option to reset your password now and then. They’re all services provided by IT, whether in-house or outsourced. In other words, IT services.

At Clear IT, we regard IT as a business enabler. Our focus is always the needs of our customers and in turn, their customers. We believe in continuous improvement through the provision of IT services.

Although a common perception of ITSM is often “IT support”, it does go significantly beyond resolving day-to-day tech problems. Being responsible for Managed IT Services, we ensure that business-critical systems are always-on, often working behind the scenes to deliver this.

If you want a more formal definition, check out Wikipedia’s page on the topic, including their comparisons of ITIL and different frameworks for the delivery of IT systems.

Why ITSM is Important for Your Business

If your business has more than a couple of employees, you’re probably already doing ITSM in some form. But as your business grows, you may feel the need to bring in more robust processes to get the most from your technology investment.

You could buy some (often expensive) ITSM software and hire a new employee. Better still, you could outsource to professional IT Service Management specialists (often less expensive than you might imagine).

Here are the most common benefits of ITSM:

  • Reduce the costs of your IT infrastructure (see below for more details of this)
  • Improve service quality
  • Improve customer satisfaction
  • Reduce the risk of IT failure
  • Increase your competitive advantage
  • Improve business flexibility

The best way to choose the most appropriate ITSM processes is to look at what your business specifically needs, right now. So, if you feel you’re forever firefighting similar tech issues, try to find the root cause and eliminate it. A good example could be a storage space issue; why continue deleting files and applications when the hard drive’s full? Maybe installing a bigger hard drive or pushing data and apps into The Cloud are better longer-term solutions.

Now, let’s consider the cost reduction benefit further.


Reducing Costs with ITSM

IT service management can help you to cut IT costs by:

a)      Increasing IT efficiency

Firstly, to increase IT efficiency, ITSM can help you to:

  • Save time and money

Effective problem and knowledge management can help to eliminate recurring issues. Also, resolution times. It’ll save the business time and money across all teams.

  • Better reports, better decisions

Automate the reports to improve information quality and reduce costs.

  • Provision of efficient IT services

Cut admin times, waits and firefighting to make time for more value-added work.

  • Process streamlining

Eliminate or reduce manual processes, improve staff collaboration and save time.


b)      Increasing business efficiency

Next, to increase business efficiency, adoption of ITSM could:

  • Problem prevention

Prevent serious, business-affecting issues through problem management and capacity management.

  • Reduce downtime

With the help of incident, problem, and availability management.

  • Mitigate the effects of serious IT issues

The adverse effect of major IT failures can be mitigated through major incident management and IT service continuity techniques.


c)      Reducing IT wastage

Finally, to reduce wastage, IT service management can:

  • Optimise expenditure

Ensure that any new IT spend is essential through asset, configuration and capacity management.

  • Prevent change-related or inconsistency-based wastage

Avoid the costs of repeating mistakes that can waste time and money.

  • Cut out duplicate or obsolete assets

Effective asset management is integral to ITSM. It can help avoid software redundancy, or duplicity of hardware, hosting and support.

  • Re-deploy underutilised assets

By ensuring all assets are properly tracked in terms of their use.

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IT Service Management from Clear IT Solutions

If you’re interested in how Clear IT Solutions could apply the principles of ITSM for your business, from IT Support to migration to the Cloud, try a free IT audit first and ask us to prepare a proposal for you.