The IT service management arena has expanded dramatically in the past few years, driven by organizations' increased reliance upon technologies ranging from mobile applications to networks and beyond. Businesses have had to adjust quickly along with the rapid evolution of digital technologies, but this has not been all that difficult thanks to the ubiquitous availability of cloud computing solutions that do much of the work for the adopting firm.
This is not to say that a massive overhaul of IT frameworks and service management strategies is not an exceptionally challenging ordeal, but rather that it is one which can be navigated relatively fluidly when the right support is tapped from a vendor of implementation and oversight solutions. At the end of the day, those firms that have the greatest level of detail in their strategies – from initial provisioning stages to long-term management – will tend to be the most successful.
Now, especially when the organization is looking into cloud-based ITSM and service delivery solutions, the management frameworks that are created will generally dictate the success or failure of the overarching investments. The trick here is to target policies and procedures as much as possible, working to align each deployment with a specific corporate need and maintain a level of consistency without restraining the accuracy for each individual department.
This can be a complex matter in and of itself, but one that will inherently be streamlined when implementation services are used at the outset of deployment, and management solutions are offered by the vendor getting the job done for the business. For the purposes of this blog, let's look at some of the best practices of targeting ITSM strategies for each individual department without throwing too much complexity into the organizational oversight demands of modern technology.
To each their own
First things first, business leaders will want to develop a master plan that has more generalized policies and procedures included, as this will be the backbone of every ITSM strategy thereafter. Look for the organizational needs in the broadest sense possible, and come up with a plan to meet those demands and objectives from the macro point of view, and then you will be better-prepared to dive into specific departments.
Here are a few unique ITSM demands each of the following departments will commonly have:
- Human resources: These departments will often require a full breadth of IT service delivery on any given day, ranging from accounting solutions and reporting automation tools to workforce management software and beyond. Make sure that all of your specific departmental needs are covered smoothly, as HR is responsible for such a wide breadth of operational functions.
- IT: Yes, IT departments even need a little help with respect to ITSM, but it is a bit different. Rather than focusing on the ways in which services will be delivered to technology workers, companies should ensure that their departments have all of the tools necessary to track and distribute solutions to others in an efficient and accurate fashion.
- Accounting: ITSM for accounting departments will generally be most heavily rooted in the accessibility of data and reporting tools, while businesses will want to create sound security and privacy policies for these types of matters. By leveraging cloud-based accounting solutions, those professionals in the department will have a more streamlined experience each day.
- Field workers: Virtualization, cloud services and other solutions will be critical for field workers, as well as those participating in telecommuting programs. Target ITSM strategies for these staff members in such a way that gives them similar experiences to what they would have in the office, only customizing it a bit since they will be in remote areas.
Depending upon the structure of your business, the needs and objectives for each department will vary. Creating the most customized and highly tailored approach to ITSM is critical to overall success, so always avoid cookie-cutter deployment methodologies.
Where to find help
Aptris offers ServiceNow and FrontRange HEAT – two of the most highly sought after ITSM products in the market today – as well as implementation services to ensure that each client gets the most out of their investments. Leveraging the support of a firm such as Aptris can have a dramatically positive impact on virtually all functions that impact returns on investment, as it will take some of the guesswork out of deployments and long-term management.
The last thing a corporate decision-maker should want to do is put operations in a precarious position because of a big transition of IT frameworks, and Aptris can make sure that these projects do not place excessive strain on IT departments or other workers right from the start. In a word, the use of effective technologies combined with sound internal policies and a little external support can go a long way in ITSM success.