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ITSM Outside IT: Using It in Operational Processes

When chaos ensues and the operational team is overwhelmed by adversity, there is a very simple solution: service management. IT service management (ITSM) is not just for IT, and its ideologies can be applied across the board in the business realm. In a post for AXELOS, Claire Agutter explores the potential for other uses.

Clever New Applications

There is some difference when it comes to managing different departments because some departments have very differing needs. There is not one blanketed approach to solving all of the business’s problems; however, there are ways to apply similar principles to strengthen the business. When there is a lack of a recognized system, there are problems with inconsistency, errors, burnt out staff, and so many more avoidable problems.

ITSM alone does not hold the secret to improvement, but harnessing different programs’ capabilities can prove highly beneficial. For example, a framework such as ITIL can get more out of something like business relationship management. Service management can help transform a mere service desk into a center to answer all customers’ questions. It can help define who has accountability in different situations.

Agutter shares a practical example of service management renovating operational performance within a company. There was an organization who, faced with a competent service desk but “less well-defined business support for customers,” equipped their customers with the technical products they would need. From the very first interaction with the customer, the exchanges were documented and contracts were built. Rather than viewing each product as a unique entity, the company streamlined their approach and was able to hand out products more uniformly and quickly to suit customer demand and need.

When looking to implement service management practices, the key is to talk to customers and strengthen the quality of service, not get hung up on finite IT details. Begin small and integrate slowly overtime so as not to disrupt the system in its entirety. You can read the original post here: https://www.axelos.com/news/blogs/september-2015/using-itsm-outside-it

About Danielle Koehler

Profile photo of Danielle Koehler
Danielle is a staff writer for CAI's Accelerating IT Success. She has degrees in English and human resource management from Shippensburg University.

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