Trick or treat! Did you have fun this Halloween? Whether it was a costume party, watching a horror movie marathon or butchering some innocent pumpkins for jack-o’-lanterns, we hope you had a blast. Along with your post-Halloween cleanup, it’s also a great time to review your IT Service Management (ITSM) and spruce things up.
Perhaps your ITSM helpdesk is a bit sluggish and slow to respond, like a zombie. Maybe it’s time for some new technology to inject some revitalizing lifeblood into your ITSM. Either way, our tips will help you improve your ITSM and bring it back to life.
4 Post-Halloween ITSM Tips to Revitalize Your IT Services
1. Run IT Like a Business
You’ve definitely heard the phrase “run IT like a business,” but doing so effectively requires a deeper understanding of the concept. It entails delivering high-quality services based on an in-depth understanding of customers’ requirements, while minimizing costs without detrimentally affecting service quality. If that sounds like a mouthful, think of it this way – you must consider the costs of IT services, factors affecting these costs, quality of IT services, and customer requirements, and balance all of them optimally. This will necessitate some tradeoffs for cost savings, as long as the tradeoffs are within acceptable limits. Running IT like a business requires a nuanced understanding of all these factors; it is much more than simply looking at the costs of IT services and trying to minimize them.
2. Automate Repetitive Tasks
Where would any mad scientist, the misunderstood villain of many a horror movie, be without his faithful minions? Well you may not be able to get your hands on minions, but automation is the next best thing. Actually, automation might be even better than minions. Much of the work in ITSM is repetitive and entails laborious tasks, that are not complex but eat up valuable man hours of effort. In addition to reducing the manual burden, automation can streamline your ITSM processes for faster resolutions.
3. Adopt AI for ITSM
AI (Artificial Intelligence) differs from automating tedious tasks, in that it can cater to more complex tasks. AI is already being widely adopted for customer support, so it makes sense to extend it’s use to internal IT service desks. Ideally, you should test potential use cases and then proceed with adoption, but certain software platforms that provide ITSM functionality are leveraging AI for better IT service management. Utilizing such a software platform can significantly improve your speed of resolution as well as reduce the cost of running ITSM.
4. Consumerization of IT Services
Consumerization is the new world order for service providers and IT services are no exception. Employees have higher expectations based on their experiences of customer and service support in their personal lives. Extending this consumerization to internal IT services is a surefire way to improve both your ITSM and drive better productivity by providing an enjoyable user experience. It’s a bold new era of consumerization with options such as improved portals for ITSM, AI that provides convenient options for self-service, or intelligent agents that customers can speak to for raising requests.
These tips should be a good starting place to improve your existing ITSM system. Great technology is also essential to improving your ITSM. Platforms such as ServiceNow with its ITSM module are providing the functionalities mentioned in our tips, so that you can quickly see improvements in your ITSM.
If you’re interested in leveraging ServiceNow for smooth, hassle-free ITSM, please get in touch with us. As an Elite ServiceNow partner, who is 100% laser-focused on ServiceNow, we would be delighted to support you with our expertise.