The 21st century is all about agility and evolution. And fitting right to this statement is IT system management. In a world where every problem requires an instant solution, IT system management or ITSM is required in every organization.
According to a recent survey, ITSM will see a CAGR of 15.9% by 2028. Hence, it can be easily stated that it is evolving as we speak. But what makes it important for IT operations? Find out all about it!
Understanding IT System Management
There are multiple deciding factors behind ITSM’s evolution over the past few years. And these factors help the future of IT operations.
However, to understand that, you first need to understand its concept fully.
The Concept of ITSM
IT System Management (ITSM) is used by IT teams to manage end-to-end services for customers. It is a systematic approach to improve the IT service delivery of a particular organization, by designing and managing its process.
Moreover, the ITSM comprises policies and procedures aligning according to the needs of the company. Generally, ITSM involves practices such as incident management, change management, and service operations to ensure efficiency from the company to the customers.
ITSM Framework
Now that you have understood what ITSM is, it’s time you get the ITSM framework. ITSM frameworks are guidelines used to manage an organization’s IT services.
In one sentence, the ITSM framework is like a guidebook that tells you how to run your company’s IT department smoothly.
Here are some of the most popular ITSM frameworks you need to know about:
Information Technology Infrastructure Library
ITIL or Information Technology Infrastructure Library is one of the most popular frameworks. It helps businesses to follow the ITSM best practices by delivering new updates about IT infrastructure.
Moreover, the ITIL framework helps businesses align IT processes according to their business requirements. This helps businesses to get vital information on assets, accessibility, and resources to offer top-notch services to customers.
COBIT
COBIT, developed by the Information System Audit Control Association, is a governance framework that works with ITIL. Its job is to ensure that businesses are utilizing the ITIL framework accordingly. When businesses adopt this framework, they can enhance the decision-making process of the organization and improve IT efficiency and performance.
ISO 20000
ISO 20000 is a framework that ensures businesses are aligned according to international standards. It works as a benchmark on how businesses should deliver IT services to their customers. ISO 20000, just like COBIT, is aligned with the ITIL framework, making it easier to follow the guidelines.
DevOps
DevOps is a framework combining software development and IT operations. It is used to increase the software delivery's speed, efficiency, and quality. DevOps brings the unattached principles according to the company's delivery needs.
Factors that Decide ITSM’s Evolution
We have finally reached the section where we talk about the deciding factors behind ITSM’s digital transformation and evolution. And that deciding factor is ITSM best practices.
It has been found that these best practices are the reasons why ITSM has seen havoc in the past few years. So unfold these practices and find out how they have helped IT Service Management to evolve over the years.
Following Best Practices
1. Automation & Efficiency
Automating tasks is one of the smartest ways to ensure an error-free workflow in the company. Moreover, the automation in the processes also ensures that the company is efficient enough to tackle minor challenges with confidence and focus on more important tasks at hand.
With the automation of the ITSM tools, the engineers now don’t have to poke their noses into tasks like incident logging, ticket routing, change approvals, etc. Therefore, they can utilize their time for more important and productive work without being tied down to tackle small errors.
2. Customer Centric Approach
One of the reasons why IT service management has managed to come this far is because of its customer-centric approach. User satisfaction is one of the best practices of ITSM and it helps organizations to create a positive customer experience.
This approach helps businesses to think from a customer perspective, understanding what they want, and how they want it. This ensures smooth communication, and deliveries according to consumer needs.
3. Metrics and Continuous Improvement
Tracking metrics like progress, failures, and total cost is a feasible way to evolve the company’s ITSM infrastructure. It helps businesses to understand which process is helping consumers get what they want, and things that need changing.
Tracking metrics helps businesses to reduce ticket, and incident volume, and increase service availability, incident response time, and problem resolution efficiency. This helps businesses to streamline their workflow and ensure their IT process is running smoothly.
These top three practices are the reasons why IT Service management has evolved over the years and transformed operations 360°. So it must be mentioned that these three practices are some of the primary pillars behind 21st-century business success.
FAQs
The future of ITSM will lie in the automation of the processes. It will consist of AI-driven resolution, proactive solutions, and agile and DevOps practices. This evolution will help companies to bring changes in business objectives, reduce cost and incident volume, and increase efficiency in the process.
The IT service management ensures that the company is following the IT best practices when it comes to issue resolution. It aligns IT operations with business goals, reduces cost, and incident tickets, and increases the productivity of an organization.
There are top 5 ITSM trends as of 2024.
- Artificial Intelligence
- Value demonstration
- Automation
- Enterprise Service Management
- Service Integration and management
Conclusion
IT service management has evolved massively in recent years, and it has transformed IT operations in large, medium, and small industries alike. Now resolving tickets has become easier and incident rates have gone down. Organizations can focus on other important things, as automated workflows are resolving minor issues in seconds.
