The technologically enabled business world handles most of the data in digital formats and uses a network system to transfer the data to various locations and end users. However, in face of the aggressive competition, enterprises invest in upgraded infrastructure, which furthers their challenges into delivering quality IT services aligned to business goals. The enterprises also need to ensure service efficiency within budget limitations and maximum return-on-investment with the ability to synchronize people, process and technology.
These challenges have however, taken the enterprises on a route to manage their IT services along the lines of business necessity. For the global enterprises, managing an efficient IT system across the wide network is a big task. Hence, business enterprises depend on IT service providers to manage this with the help of effective IT service management tools.
IT service management is a discipline for managing information technology systems, centered around the customer’s perspective of IT’s contribution to the business and provides a workflow based configurable global platform for implementing ITSM processes across multiple organizations and geographic locations. The IT service management software being a web-based one provides enterprises with numerous ITSM tools through a single solution and includes service request, incident management, and problem and change management. Nevertheless, this being an anywhere-anytime solution, the IT Service Management tools are available as built-in application for the software development lifecycle.
The leading service providers offer solutions with world class IT service management tools with features such as a web-architected framework accessible through the internet browsers and multiple input methods such as word documents, emails, web portals or through any third party tools synchronized in real-time mode. Such single solution with all the required built-in applications for ITSM provides both small and medium enterprise as well as large business houses with great advantage.
The functional applications of these ITSM solutions are:
ITSM Service Desk is also known as IT Help Desk solution to manage all service requests and keep the customer informed of progress towards solutions or advising them on the work process.
With the help of requirements traceability matrix tool ensures entity relations through the across various in-built applications as well as multiple ones between service request, incidents, problems, changes and configuration items.
This facilitates complete IT process automation of the in-built applications
With multiple reporting options such as HTML, dashboard and crystal reports provides various reports and documents.
The ITSM solutions from the leading service providers include all major IT service management tools that can enhance IT performance and monitoring. Additionally this includes Configuration Management Database and Portfolio Management besides its ability to integrate with best-of-breed tools from third party vendors and other internal tools to create a seamless ecosystem.