How to be fluent in ITSM.
Terms referred to in the world of ITSM can be confusing, to say the least. Most experienced ITSM professional will roll off terms like AITSM and process workflow design so quickly that it can make your head spin. If you are new to the world of ITSM you may be joining project meetings and hearing terms sprouted out during daily “stand-ups” and left scratching your head.
Enable Professional Services are an Elite ServiceNow partner and we have guided more than 150 of Asia Pacific companies through to successful ITSM projects, so we know a thing or two about ITSM.
Here are a few terms and their definitions to help you discover your UI from your EU.
TERMS AND DEFINITIONS:
Incident and Problem Management:
Incident ticketing and problem management are required by all IT organizations that use ITSM tools. This enables them to manage the life cycles of IT incidents and problem records from recording to closing. These are core capabilities in which all ITSM tools must be competent.
Change and Release Management:
Integrated change and release management are important for organizations focused on intermediate and advanced IT service management capabilities to control the governance and risk of changes to I&O.
Configuration management is important for organizations focused on intermediate and advanced IT service management capabilities to maintain an overview of service assets to aid other processes such as change and incident management.
Service request fulfilment is important for IT organizations focused on providing business users with a convenient way to interact with the IT organization by presenting incident and request tracking services, technical IT components and IT services in the form of an orderable service catalog.
IT Knowledge Management:
Knowledge management is a key area of differentiation for all use cases. The knowledge portal should enable end-users (EU) to resolve simple incidents themselves. The tools should create knowledge bases for relevant, updated content that is useful for IT and business users.
Collaboration features are key for digital workplace use cases to help IT staff work together to solve IT incidents and problems, and to enable business users to solve their own IT issues as well as to help their colleagues.
Reporting and SLA Management:
Reporting and dashboards are key for all use cases because they support, enhance and extend collaborative decision support (strategic and tactical) and communication with IT and business leaders.
AITSM is not an acronym; it is a term that refers to the application of context, assistance, actions and interfaces of AI, automation and big data on ITSM tools and practices to improve the overall effectiveness, efficiency and error reduction for I&O staff. It is important for intermediate and advanced use cases to automate and support complex environments.
Process and Workflow Design:
IT organizations in all use cases need out-of-the-box, preconfigured forms, fields, workflows and reports that are compatible with industry best practices and standards for IT service management.
The tools’ abilities to integrate with other tools and the ability of those tools to integrate with ITSM tools is increasingly important, particularly for organizations that use software from other ITOM minisuites, development and artificial intelligence for operations (AIOps).
License and subscription costs for ITSM tools vary considerably, as do ongoing costs for support and administration. Many organizations overbuy when selecting an ITSM tool.
User Experience and Flexibility:
Product configuration flexibility is an important factor that distinguishes different ITSM tools for different maturity levels. IT service desk users, in particular, benefit from a streamlined and intuitive UI.