The Service Management solution market has become increasingly commoditized. Customers expect all ITSM solutions to do certain things relatively well such as Incident Management, Problem Management and Change Management, and to do these things in very similar ways, often according to precepts such as ITIL.
This doesn’t mean that organizations that benefit from the effective application of Service Management processes aren’t changing, in fact they are. Stagnant or even reduced IT budgets are at odds with increased demand for technology across all business services, internal and external. The consumerization of IT is also raising expectations for user experience while the impact of mobility is changing all of our lives. Cost pressures and user demands are driving IT organizations to perform more efficiently and consistently, all while providing better interactions with the user community, and driving the accelerated cadence for change.
So what do Service Management tools need to focus on in order to meet the changing needs of IT organizations:
1. Ease of Implementation – One of the most prevalent reasons companies remain with an old, expensive ITSM solution is because the level of effort and cost required to replace it is overwhelming. Consultants must be employed, requirements and architecture defined, hardware purchased and extended, projects initiated. All of this results in months passing by before rudimentary capabilities are enabled, and any return on investment is made. This is why SaaS solutions, especially those with pre-defined content and prescriptive workflows are so important. Delivering ITSM via SaaS in a multi-tenant model further ensures speed to value as provisioning is simple (hours instead of weeks) and delivery of new features (rather than forklift upgrades) is automated.
2. Ease of Maintenance – Solutions need to be intuitive and powerful, automating key ITSM processes and driving consistent execution by those doing the work in the solution. Training requirements need to be severely reduced, eliminating the need for technical resources that must undergone specialized education or have certain programming skills to maintain the solution, because as needs such as these increase, so does the overall total cost of introducing complexities that reduce the likelihood that companies will be able to take advantage of new capabilities when they are delivered.
3. Ease of Use – Solutions need to be easy enough for laypeople to use so they will take advantage of self-service capabilities. Social media style collaboration, accessibility on mobile devices and the ability to leverage shared knowledge and experience will reduce the overall load on IT, which also reduces costs and increases the users’ overall satisfaction with the services provided by IT. But ease of use doesn’t just apply to the end users. If you’re procuring an ITSM solution to enable key ITIL processes, you are getting the best return on your investment when all of these processes are used effectively. Making them easy to access, navigate and execute by IT helps ensure you won’t have an underused system.
CA Technologies has been focused on these principles and rapidly delivering new capabilities that facilitate the kind of true IT transformation customers need to achieve their broader quest for IT-enabled business agility. The latest release of our SaaS-based ITSM solution, CA Nimsoft Service Desk empowers organizations to respond more quickly and cost efficiently than ever to the relentlessly growing demands of business users with new self-service/cloud automation, easy integration and enhanced mobility features. For more on today’s announcement click here.
Looking for more on mobile service desk management, trends, challenges and best practices, join @CAITService’s Twitter chat from 1 p.m. to 2 p.m. We will be using the hashtag #MobileSMChat for the chat.
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