ITSM is a set of repeatable processes to help provide, support, and maintain organisational IT services.
What is ITSM?
ITSM (IT Service Management) is the act of designing, creating, implementing, managing, and delivering IT Services (eg desktop and application support, identity and security access requests, device/mobile management, and onboarding and offboarding of staff) to your organisation.
Fusion5 helps you be successful with ITSM solutions from Ivanti and 4me.
Reduced IT Operations Costs
Automate routine tasks and streamline service delivery to reduce the time, resources, and manual effort required—lowering the overall cost of IT operations.
Happier Staff
Empower users with self-service tools and faster support, leading to quicker resolutions and a better overall experience for both end users and IT teams.
Fewer System Outages
Proactive monitoring, automated patching, and efficient incident management help prevent disruptions before they escalate, improving uptime and reliability.
Smoother Rollout of IT Upgrades and Changes
Change management workflows built into the ITSM platform ensure smoother deployments with fewer errors, better communication, and minimal impact on users.
No matter which way you go, you're picking a winner.
Is creating corporate services catalogues difficult and time consuming? Not for long with ITSM!
If your IT, HR, Facilities, Managed Services, or product development teams need to publish a new service catalogue item on your self-service portal for user consumption, is it a mission? Does it fall into the ‘too-hard’ basket?
Many organisations don’t have the right tools to custom develop forms and workflows, tweak access privileges and integrate them into a 3rd party system. Rather than facing a major and expensive undertaking they opt for manual processes.
Automate your Service Catalogue creation
We can help you make creating and publishing service items fast, simple, and more affordable than using a full-time employee to set it up. When a user or an employee fills in a form on the self-service portal, a non-human entity does most, or all, of the work.
Examples include:
- New user provisioning (Active Directory tasks, O365 + M365 tasks, mailbox creation, group policies)
- User termination
- Security access requests
- Software requests and software installations
- Cloud provisioning requests
- Starting and stopping IT resources
- Patch automation
- SharePoint site creation
- Teams creation
- Any DevOps runbook
Calculate the business case for service automation
Service automation is one of the easiest business cases to justify an investment in. You take the number of times each task is performed per month and multiply it by the cost/effort of each. And hey presto, there’s your cost saving.
Then there’s all the intangible benefits such as reduced human error, better auditability, and a faster average time to resolve an issue or fulfil a request.
Architecturally, the runbook automation engine in a fit-for-purpose ITSM platform is highly scalable and deeply integrated to both the workflow engine and business rules engines, making it easier and cheaper to achieve service automation.
If you’ve done this successfully, bravo! It’s no mean feat.
Personally, we prefer (and recommend) an approach which includes an Interactive Voice Response function (IVR) that enables extension re-directs from any PABX or VOIP telephony system, and can provide all the call centre features you need — without the pain. It should be able to handle heavy call volumes at peak times, allow for zero touch password resets, can be fully integrated with softphone, has screen pops (in the ITSM tool itself), and skills-based routing. In addition, we recommend including voice automation capabilities to assist your frontline support team to handle and manage incoming calls.
A quick guide to IT Service Managment (ITSM)
What is IT Service Management (ITSM)?
What are the primary attributes of ITSM?
The primary process in ITSM is that of incident management, with the aim to manage, measure and ultimately improve the mean time to resolution. Faster resolution time means cost savings, operational efficiencies, and a better level of customer satisfaction.
The ITIL framework is a set of recommendations released by the UK government in the early 1980s to help IT departments manage their budgets better and deliver more transparent reporting back to the business. There are a set of books and certifications detailing every ITSM process and how to optimise them. Most organisations try to adhere to these recommendations, but often struggle to work within the ITIL framework as it requires a tailored approach to balance best practice with business alignment.
What other frameworks with overlapping disciplines are related to ITSM and ITIL?
COBIT, Six Sigma and IAITAM in the strategic realm, TOGAF, SOA, PMBOK, Agile, Prince2 and DevOps in the execution realm, ISO/IEC in the operational realm.
How does ITSM help reduce IT costs?
ITSM saves time and enables you to do more with less. While IT has traditionally been considered a cost centre, ITSM and Unified IT frameworks can easily transform it into a profit centre, and enable your business to stay agile and innovative so you can rapidly adapt to changing markets and economies.