IT Service Management (ITSM)

Effective management of IT services with IT Service Management (ITSM)

 

An introduction to IT Service Management

Effective management of IT services for organizations

Introduction

IT Service Management (ITSM) is a strategic methodology that aims to effectively manage IT services and support the needs and goals of organizations. By applying ITSM, organizations can optimize their IT processes, improve customer satisfaction, and achieve greater efficiency and productivity in IT operations. In this article, we will explore what IT Service Management means and why it is important for today's organizations.


What is IT Service Management?

IT Service Management is a discipline that focuses on designing, delivering, managing and improving IT services that support the organization's business needs. It comprises a set of practices, processes, methods and tools to ensure that IT services are delivered effectively and in line with the organization's objectives and requirements.

The basic objectives of IT Service Management include:

  • To ensure that IT services are available, reliable and meet the needs of users and the organization.

  • To optimize IT processes and resource use to maximize efficiency and productivity.

  • To improve customer satisfaction by providing fast and efficient support and handling of incidents and problems.

  • To continuously improve IT services by applying best practices and conducting regular evaluations and changes.


Benefits of IT Service Management

The implementation of an effective IT Service Management strategy can provide organizations with a range of benefits, including:

  • Improved customer satisfaction: By providing fast support and handling incidents and problems, IT Service Management can increase customer satisfaction and trust in the IT department.

  • Increased productivity: By optimizing IT processes and resource use, ITSM can help increase productivity and efficiency for users and IT staff.

  • Better control and overview: ITSM provides a structured and standardized approach to managing IT services, giving the organization better control and overview of the IT environment.

  • Reduced disruptions: By preventing incidents and identifying potential problems in advance, ITSM can reduce the number of disruptions and their impact on the business.

  • Business focus: IT Service Management aims to link IT operations with the organization's overall business needs and objectives, helping to ensure that IT services support the organization.


Synerity's offer in ITSM

The best ITSM tools on the Swedish market

We believe in focus and offer a careful selection of solutions that we and leading analysts such as Gartner, Forrester and others consider to have a strong market position and good prospects. 

What to choose?

A client's perspective and long-term planning

There are many different ITSM tools on the market, yet there are only a few that we find interesting and that we ourselves would include on our "short list" if we put ourselves in the customer's perspective and choose a new ITSM tool today.

When choosing a new ITSM tool (and most other IT solutions), it is almost a matter of course that you start from your needs and look for a solution that matches these as well as possible. What size and type of business, any specific requirements, own competence and maturity, acute needs and future ambitions, price, etc. are usually some of the factors that come into play.

Since you normally intend to live with a new platform for many years, we also think it is important to, as best as possible, try to "predict the future" how the various suppliers and their solutions seem to develop over time and that the solution you choose also seems to be a good choice in the long term.


Some questions that can help and that we think you should ask.

  • How is the provider/solution doing today?

  • Is the curve (turnover, total number of customers, customer inflow - number of new customers per year, number of developers of the solution, etc.) pointing upwards or does the solution/provider seem to be losing ground? For example, it is easy to get an indication of how a company is doing via Insights on LinkedIn, where you can see the development of the number of LinkedIn profiles in a company over the past two years, who in management positions has left or started recently, etc.

  • How modern is the solution/software code?

  • When did it start to be developed? Is it based on modern technologies or are parts of it based on older code that needs a lot of work/investment?

  • What is the current roadmap for the tool?

  • As a new potential customer, you should of course have the right to see it!

  • What is the activity of the provider/solution?

  • Do they participate in many events? Do they send out many new press releases and is there much outreach activity at all? How frequently do they issue new releases?

  • What do leading analysts such as Gartner, Forrester, IDC, Info-tech and others say about the solution?

  • What do customers say about the solution on sites like Gartner Peer Insights and G2Crowd?

  • How many reviews have they received or is the solution not even listed on these sites?

Synerity currently offers the following platforms for ITSM

Among all the platforms offered on the market, we have come up with a selection that we think is the best based on both our own situation and position, but above all that we believe in for the Swedish ITSM market. These are tools that we think, in different ways, contribute something extra.

 

4me® combines ITSM with ESM and SIAM capabilities, enabling all internal departments, such as IT, HR and Real Estate Services, as well as external managed service providers, to work seamlessly with each other. At the same time, 4me provides complete visibility and control over cost and quality.

 
 
 

An established and reputable provider that offers a service management platform based on true cloud technology, proving that great software can be created locally. Their comprehensive solution with flexible licensing models covers all ITSM, ESM and IAM needs. 

 

Refreshingly easy-to-use, yet powerful, service desk solution for IT and other businesses and functions.

Gartner recently confirmed by including Freshservice in their Magic Quadrant for ITSM tools that Freshservice offers powerful support for ITIL and ITSM. 

 

Other offers and services

Good technical aids

For effective support, it is equally important that the service desk has the right tools and conditions. Here at Synerity we have chosen to work with Nexthink


Good practice

However, a successful support does not only consist of technical solutions but at least as important is the people behind and how the practices, processes and routines you work with work. We have extensive experience and expertise where we can help you analyze, introduce and develop your processes, analyze and develop correct agreements such as SLA/OLA or better measurement and follow-up (KPI, Employee Happiness etc.). When introducing new technical solutions, these are rarely better than the introduction and how the technical solution is anchored and integrated into the processes.


Here at Synerity we have the following offers and services: