Conversations about business becoming more dependent on IT have been plentiful as new technologies disrupt the enterprise. Within these discussions, however, there isn't necessarily enough attention being put on the IT service management side of operations. Pundits will talk about cloud computing changing the way people access services, consumerization creating new end-user experiences or big data creating huge problems on the back end, but all of these factors come together to make ITSM more important than ever.
A company's ITSM and service desk strategies have a huge, direct impact on how business users access technology. This makes them an incredibly important part of any new IT plan. Here are three ways that ITSM has a clear effect on business users:
1. When IT and business units interact
There are plenty of processes that involve both IT and business teams. When Human Resources onboards a new worker, they need IT to set up email accounts, a workstation and add that worker's credentials to various systems that control permissions for data access. In this situation, HR needs to be able to pass various processes between its own workers and IT employees so tasks can be completed efficiently and on time.
Similar processes that involve IT and various business units can happen in facilities, particularly as intelligent building principles rise, accounting, sales, marketing and any other department. Increased dependence on technology creates a greater need to work alongside IT teams for corporate functions, and an ITSM suite that can support cross-department process management is a critical tool in this area.
2. Asset protection
ITSM suites often feature asset management functionality that is used to track various systems and infrastructures to ensure that they are handled as efficiently as possible. As consumerization takes hold and personal devices become a part of the enterprise IT asset landscape, organizations are left needing to find ways to manage those assets. At the same time, audio/video equipment, facilitiy resources and other company assets should be managed alongside these systems; making it much easier to plan maintenance, purchasing and other similar tasks.
Protecting assets often comes down to understanding the full scope of the equipment, people and resources an organization has at its disposal. ITSM tools provide this transparency in a variety of ways, which in effect safeguards assets and maximizes their value.
3. Sustaining productivity
An increased dependence on technology brings heightened risk for productivity loss when IT systems do not work as they should. This is where a capable IT service desk becomes so important. A service desk is just one component of a broad ITSM plan, serving as the primary channel for communication between IT teams and enterprise employees. Support workers serve as the intermediaries in this area, and help solve basic problems quickly without getting IT workers involved.
There are many threats to productivity when it comes time to align corporate goals and IT solutions. Basic glitches and simple incidents can prevent workers from accessing key apps and services, so a good incident management solution is needed to minimize downtime. Larger problems that require IT change can lead to larger productivity challenges, and the service desk helps IT teams to schedule the processes they need to quickly deal with such issues. Regardless of the scope of the technology issue a business user is having, the service desk serves as their primary path back to productivity.
ITSM strategies aren't just isolated tactics that impact IT teams. Instead, they set the process and service delivery frameworks organizations need to support business units alongside IT, making ITSM invaluable as companies become more dependent on technology.