Sustaining high quality of service, while still controlling the spiralling costs of service demands, are some of the key challenges faced by IT service organisations today. Service management, one of the pillars of the company`s managing on-demand computing strategy can enable companies to run IT as a business and not a process.
Many IT service organisations today are stuck in a hopeless loop of day-in and day-out fire drills. End-users are seen as adversaries and infrastructure resources are individual pieces that must be up and running regardless of their importance to the business.
And to top it all, time is seen as the enemy, a ruthless tyrant reminiscent of a drill sergeant, marching on regardless of the severity and number of tasks at hand.
It has become quite apparent that IT service organisations need some help and even a shove into a different, more effective direction - running IT as a business and not a process.
Customer satisfaction and providing that high "quality of experience" are more important than ever. Indeed, external customers have plenty of options for defection if your service is sub-standard.
IT service management has gone way beyond merely a tech support phone number - now requiring automated service provisioning, delivery and support. For the ultimate in IT service, all resources must communicate their status, business support roles and service needs - this will enable a service-aware environment.
By implementing an integrated service management solution combined with service-aware insight, IT companies can meet service level commitments while at the same time effectively preventing infrastructure problems.
Service management keeps the ball rolling when services are requested and stops the ball from bouncing when problems arise.
Integrated with operations management and resource management solutions, service management puts IT service personnel in charge, therefore, transforming the IT department from a fire house to a smooth, professional service provider organisation.
Service management, for example, provides automated insights into business commitments that can help set priorities in operations management.
Total service management also brings together service provisioning, service support and service delivery in such a way that they become independent from each other, but still work together to improve customer satisfaction.
Service provisioning simplifies the delivery of new and existing services to new and existing customers. It demystifies the sometimes-complex routine of preparing a service for use by the business, a department or an individual while assuring the accuracy of the process.
Automated provisioning capabilities also check that infrastructure resources are available before the service is implemented, assuring that the service level requested is met. In fact, service provisioning even enables end-users to choose services from a catalogue, further reducing staff time dedicated to the provisioning process.
Also, technologies such as VOIP, wireless, security and storage are easily supported, while moves and changes across the infrastructure are automated and tracked with precision.
Looking at service support, it provides comprehensive applications that cost-effectively manage the support requirements of both the IT users and the IT resources.
For the IT users, integrated help and service desk functions enable fast resolution of infrastructure problems. IT support personnel can provide agile support via phone, fax, Web chat and e-mail, allowing them to communicate with customers in the manner they desire.
Access to patented knowledge tools and the ability to push Web pages with specific resolution information help staff quickly solve customers` problems. Delivering the most personalised, interactive, real-time customer service possible improves quality of service and customer satisfaction.
Lastly, service delivery provides IT with the ability to sustain quality service levels, aligned to the needs and priorities of the business and its customers. It focuses the business service tools including customer contracts and SLAs, billing and charge-back, service provider reconciliation, and business impact analysis on supporting a self-optimising IT infrastructure.
Indeed, total service management offers many entry points for those seeking to align their service organisation with businesses. Whether an organisation wants to define binding SLAs, provide self-service tools or enable superior customers, a service management solution supports both the IT department and the business as a whole.
The professionals that enable ultimate service delivery are the unsung heroes of the business when things are going well.
Also, service management enables the support personnel to become aware of problems before end users are aware of them. Close ties with operations and resource management allow the pre-emption of many problems. And when problems do occur, service personnel have the knowledge necessary to quickly resolve the situation.
By deploying a service management solution, companies can proactively manage on-demand computing, aligning IT with rapidly changing business needs.
Managing on-demand computing enables organisations to become agile and capitalise on the same change that causes their competitors harm.
* Computer Associates sponsors ITWeb`s enterprise solutions industry portal, which looks at those products, services and solutions that have a significant impact on the enterprise as a whole. Examples include supply chain and customer relationship management solutions, information storage systems and software, networking equipment and strategies, business intelligence systems and database management solutions.
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