IT Service Management System – 9 Questions You Should Always Ask Before Buying
People don’t really understand the core concept of IT service management. Information technology should be delivered as a service and the management of it is called ITSM. When we talk about IT services, we refer to business and technical expertise as it is applied in real life to enable enterprises to create, manage, and optimize information. A few examples of IT services would explain the concept better such as:
- Cloud Services
- Network Security
- Computer Training
- Managed Print Services
- Help Desk Support
- Backup And Disaster Recovery
When it comes to defining IT service management, it is the skilled craft by which we implement, manage, and deliver these IT services to meet the specific demands of an organization. An IT service management system is a concept that enables an organization to deliver these services and maximize its business value by way of implementing software solutions. A few processes that are a part of a typical ITSM framework are given below:
- Change Management
- Asset Management
- Configuration Management
- Project Management
- Knowledge Management
- Incident Management
- Problem Management
Any IT service management tool or system should fulfill a few criteria. It should be able to give you the desired results. Therefore, it becomes essential that you ask the IT service management solutions provider a few basic questions. Let’s understand what they are:
1. Does Software Increase The Productivity Of Your Business?
This is usually the first question of any entrepreneur. The tools that you are using should be able to increase the productivity of your human as well as physical resources. The idea behind any IT service management system is to get more work done with fewer people. You should be able to achieve more deadlines within a smaller span of time. The entire software should provide value to your business and efficiency to your operations.
2. Will It Be Able To Reduce Any Risk And Uncertainties Attached To Your Business?
There is a certain degree of risk and uncertainty attached to every business. The IT service management system that you have chosen should not be vulnerable to miscommunication or distractions. The human element is very prone to forgetfulness, misunderstandings, and mistakes. This IT service management system, on the other hand, should be able to fill in these gaps and do away with such shortcomings.
The performance of any individual can vary but your IT service management tool should be able to do away with all of the unwanted variations. It comes with a high degree of automation that ensures the stability of your operations, coordination of knowledge and skillsets of all your workers, communication across your divisions, and a lot more to reduce any looming risk and uncertainties in your business.
3. Does It Make It Possible For You To Collect Large Amounts Of Information?
What is the use of an IT service management system if it does not let you store large amounts of data and statistical information for future analysis? There are certain predefined indicators and metrics that you must always be looking at to come up with improved operations and steer clear from any unwanted situations. Real-time control over critical data is going to help you solve all such problems. It is also very critical that your IT service management system can detect any trends and patterns that various generations of your customers have been following across your target demographic. This enables you to improve your quality of service as time passes by and as the expectations of your customers evolve.
4. What Specific Functionalities Does The Software Offer?
This is a question that should never be avoided. You should invest in a platform that supports your services the best. The tools that are made available to you through an IT service management platform should have a standard and protocol. They should fit into the requirements of your business and must be customizable and configurable as the need arises.
You should be able to tweak the parameters of all the given tools and features without changing the underlying architecture of the software. There is also the aspect of on-demand customization that you should be able to avail. This allows you to redesign and personalize certain aspects and tools of the software through a few minor code changes. It is nothing expensive but it completely changes the way the software interfaces with the user. It gives you a more personalized version of the same IT service management system that is more than capable of giving you the desired results.
5. Does It Also Offer Flexibility And Versatility?
Your products and your service requirements are going to change over time. If you are not able to evolve with the evolving times, investing in any software system or IT service management platform is going to be a waste. You should be able to configure the platform without any complicated programming.
You should be able to remain within your budget constraints all the while implementing and working within all your deadlines as well. It should also offer ease-of-use to every user whether an experienced one or a new entrant into the system. This flexibility and versatility are going to improve the productivity of your agents and users while reducing the learning curve drastically.
6. What Is The Cost Of Entire Software?
We thought about discussing this aspect in the conclusion of the post but then it is an important criterion for a lot of entrepreneurs. It cannot be prioritized enough. The cost of the IT service management system that you choose is going to depend upon a few factors such as:
- License requirements
- Level of customization you seek
- Simplicity of implementation
- Training requirements
- Long-term support and maintenance
- Troubleshooting processes
It is essential to consider all the above factors whenever estimating the cost of any IT service management tool. Experts say that the software implementation timeline is the most important out of all these factors. This is the duration between when the tool is implemented and when your task force actually picks up how to use each feature of the tool. This is equivalent to training your existing task force and moving them from traditional ways of doing business to more digitized methodologies. It is a major transition that requires the maximum amount of time.
7. What Is The Level Of Employee Training Required?
Once you have implemented the tool, there will be a certain degree of training that you will have to ensure. The IT service management system provider will be responsible for keeping you up to date concerning your industry requirements and your business needs. Depending upon the needs of your available resources, you may pick the training methodology that suits you the best.
You will also have to ask the provider about how easily the tool is configurable and what the frequency of training on each specific feature of the tool will be. You should also inquire about support services in case your employees and users face any doubt regarding the ITSM.
8. Is It Going To Be A Cloud Or On-Premise Platform?
Now, this is going to depend entirely upon your needs and budget. You can hire the tool as a cloud-based service. You can use the software provider’s infrastructure. This is one of the easiest and most advanced ways of implementing an IT service management system. It is free of any lag and the investment required is going to be minimal.
If you choose an on-premise IT service management system, you will have to install the tool on your computers and servers. Your already existing internal infrastructure might need to be changed or upgraded a little. It will be a decent investment but the results are going to be highly personalized. It proves to be a very practical option for large-scale enterprises. In either of the cases, you will have to ensure that the manufacturer of the IT services solution provides you with constant assistance and support.
9. What About Compliance Requirements?
Last but not the least, what do you know about the compliance requirements that are currently being followed in your industry? You will have to make a list of all such requirements before you invest in a service management solution or even ask for any customization with it. Remember, any modifications and reconfigurations with the IT service management system could also render it non-compliant with several rules, protocols, and regulations laid down by the government and federal bodies.
Seamless Implementation – Putting The IT Service Management System Into Action
Your ITSM tool will have to be implemented with utmost care and precision. The entire process should be carried out keeping the following in mind:
Team Maturity And Flexibility
Your team should be mature and welcoming enough to adopt an ITSM process in the first place. For example, if you have an organization that maxes out at 25 people, you will not benefit from adopting an extensive ITSM process. On the other hand, if you have a strength of around 150 or 200 people, you could definitely leverage the benefits and functionalities of an ITSM platform very easily.
What is the issue that you are trying to solve with an IT service management system? Are you trying to cut down on your budget? Are you trying to complete more tasks on a stringent deadline? Are you trying to transition from traditional to more digital and systematic processes? The problem statement needs to be defined before you implement any kind of ITSM in your organization.
Suitability Of The Framework
The framework should be suitable for your business and its operations. This is going to largely depend upon the problem statement that you have stated above. Every framework is going to have a certain set of rules and structures. It is going to have definitive predictability and will work in varying capacities depending upon your operations. The processes that any ITSM employs will largely depend upon your business needs and requirements.
An IT service management system like DragonFlySM is not just a run-of-the-mill tool. It is a solution that simply digitizes your operations. It helps you manage and deliver all your end-to-end IT services and ensures 100% customer satisfaction. You will be able to create experiences for your customers and deliver excellence in all your IT support services. It is going to revolutionize your business but only if you are careful with this decision and are fully aware of your needs.