Empower, enable, engage and elevate your stakeholders by making the IT Services on which they (don't even realise) they rely, seamlessly available — no matter where they are, what device they're on, or what time of day it is!
ITSM (IT Service Management) is the act of designing, creating, implementing, managing, and delivering IT Services (eg desktop and application support, identity and security access requests, device/mobile management, and onboarding and offboarding of staff) to your organisation.
Fusion5 helps you be successful with ITSM solutions from Ivanti and 4me.
If your IT, HR, Facilities, Managed Services, or product development teams need to publish a new service catalogue item on your self-service portal for user consumption, is it a mission? Does it fall into the ‘too-hard’ basket?
Many organisations don’t have the right tools to custom develop forms and workflows, tweak access privileges and integrate them into a 3rd party system. Rather than facing a major and expensive undertaking they opt for manual processes.
Automate your Service Catalogue creation
We can help you make creating and publishing service items fast, simple, and more affordable than using a full-time employee to set it up. When a user or an employee fills in a form on the self-service portal, a non-human entity does most, or all, of the work.
Examples include:
Service automation is one of the easiest business cases to justify an investment in. You take the number of times each task is performed per month and multiply it by the cost/effort of each. And hey presto, there’s your cost saving.
Then there’s all the intangible benefits such as reduced human error, better auditability, and a faster average time to resolve an issue or fulfil a request.
Architecturally, the runbook automation engine in a fit-for-purpose ITSM platform is highly scalable and deeply integrated to both the workflow engine and business rules engines, making it easier and cheaper to achieve service automation.
If you’ve done this successfully, bravo! It’s no mean feat.
Personally, we prefer (and recommend) an approach which includes an Interactive Voice Response function (IVR) that enables extension re-directs from any PABX or VOIP telephony system, and can provide all the call centre features you need — without the pain. It should be able to handle heavy call volumes at peak times, allow for zero touch password resets, can be fully integrated with softphone, has screen pops (in the ITSM tool itself), and skills-based routing. In addition, we recommend including voice automation capabilities to assist your frontline support team to handle and manage incoming calls.
ITSM is a set of repeatable processes to help provide, support, and maintain organisational IT services.
The primary process in ITSM is that of incident management, with the aim to manage, measure and ultimately improve the mean time to resolution. Faster resolution time means cost savings, operational efficiencies, and a better level of customer satisfaction.
The ITIL framework is a set of recommendations released by the UK government in the early 1980s to help IT departments manage their budgets better and deliver more transparent reporting back to the business. There are a set of books and certifications detailing every ITSM process and how to optimise them. Most organisations try to adhere to these recommendations, but often struggle to work within the ITIL framework as it requires a tailored approach to balance best practice with business alignment.
COBIT, Six Sigma and IAITAM in the strategic realm, TOGAF, SOA, PMBOK, Agile, Prince2 and DevOps in the execution realm, ISO/IEC in the operational realm.
ITSM saves time and enables you to do more with less. While IT has traditionally been considered a cost centre, ITSM and Unified IT frameworks can easily transform it into a profit centre, and enable your business to stay agile and innovative so you can rapidly adapt to changing markets and economies.
