Service-desk, help-desk, call-center, IT-support. These are commonly used titles that, unfortunately, only describe a portion of the overall mission of the IT service support team. The fact is that support activities have grown in volume and complexity. Service level expectations have peaked at an “always available” level. And, supported services are now more complex than ever before, having morphed into a mixture of onsite and offsite components, externally hosted and internally maintained applications, and global configurations.
To make matters worse, IT budgets have decreased over the years, placing added strain on already taxed systems and personnel.
As a result, most organizations are still in a “fire-fighting” mode, performing front-line triage for most of their support activities. After all, how do you take core functional disciplines and refine them individually, while also increasing their interoperability? Doing so is possible, provided you have a prescribed path with demonstrable short-term and long-term milestones that make sense to the business.
What do you do now? And in particular what can you do this year to alleviate the strain on your systems, personnel and processes.
Taking a BSM for IT Service Management approach can remove complexity and costs, while also providing visibility into the resources, activities, and priorities required to deliver and support business services. Through innovative technologies, a unified platform, multiple ownership and deployment models, and best practices, BSM for IT Service Management unites fragmented IT service management disciplines to guide you toward greater functional maturity, enriched customer/user experiences, and more efficient management of IT costs.
The key to success is flexibility, agility, and prioritization of resources to meet the demands of the business. BSM for IT Service Management extends into all areas of Business Service Management (BSM) — from cloud computing to service cost management and IT governance, risk, and compliance. Deployed independently or strategically, these solutions create the foundation of a cohesive service management infrastructure that contributes to overall IT and business success.