The Covid-19 pandemic has made everyone realize the importance of digital tools and platforms. Organizations with a robust digital infrastructure were able to sustain the pandemic without facing many hurdles. Online collaborative platforms helped employees stay in touch with their peers and work in a virtual workspace.
This has resulted in more responsibilities being shouldered by IT teams within organizations. As more and more processes are carried out digitally using advanced tools, an organization’s IT infrastructure needs to be managed with utmost precision. This has made it important for organizations to focus on improving their ITSM processes.
What is IT Service Management?
IT Service Management (ITSM) is the process of delivering IT services and support to users by the IT department of an organization. These services can be provided to customers and internal employees to get their IT-related issues resolved in the best way possible.
ITSM revolves around designing, creating and delivering robust IT services to the users through digital platforms. The key difference between IT and formalized ITSM is that ITSM is used to optimize the IT infrastructure of an organization. The core of ITSM deals with providing IT as a service to the end-users and providing them with seamless support across multiple channels.
Importance of ITSM
Catering to changing needs
The needs of both employees and customers have changed significantly. They require quick and personalized IT support from an organization to get their issues resolved. Also, the increasing use of mobile devices requires an organization to set up ITSM solutions compatible with a range of digital devices. It is extremely difficult for IT teams to cater to the employees’ ever-changing needs with a traditional approach. This makes it important to implement robust ITSM tools for providing proactive support to employees.
Establishing clear connections between individual contributions and organizational goals
Implementing ITSM allows to align the IT services provided by the professionals with the goals to be achieved by organization. It gives an organized structure to the IT services provided to the customers and employees and allows to measure their effectiveness periodically. Implementing ITSM allows to streamline processes like change management, incident management, request fulfilment and more, leading to increased transparency for services delivered by IT professionals across the organization.
Implementing change management seamlessly
New technological trends are emerging, and new tools are being introduced to the market at an astonishing rate. This makes organizations change their approach to work and the tools used to carry out their processes regularly. Without effective change management, it becomes difficult for an organization to ensure that everyone is on the same page and every employee can operate the new tools at an optimum level. ITSM helps you streamline change management by providing your employees with all the required resources and materials regarding the new tools on a centralized platform.
Optimizing your collaborative platform
Over the last two years, online collaborative platforms like Slack, Zoom and Microsoft Teams have had immense adoption across industries. These platforms have helped organizations to operate virtually and employees to interact with their peers. ITSM allows you to optimize your collaborative platform by integrating your IT service desk with the same. This makes it easier for your employees to obtain quick IT support from their work platform. Also, the integration allows you to centralize the IT support provided to all the employees within your organization, irrespective of the department they work in.
Implementing microlearning with ITSM
Effective employee onboarding and change management require your employees to get trained in specific tools and skills. Modern IT service desks allow you to provide seamless training to your employees via microlearning. Microlearning is a modern learning methodology that involves consuming training content that takes no more than 10 minutes of the learners’ time. With the help of modern ITSM tools, you can add the training resources to your knowledge base and have your employees access the same from their respective devices. If you have integrated your service desk with a collaborative platform, your employees can get trained while working on the respective platform.
You can read more about ITSM here.
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