Good IT service management should consist of much more than a basic level of service or a straightforward help desk. Service management should encompass the entire range of IT functions utilised by a business, down to operations and administration. IT services can also involve more complex management systems – an example of this would be the Information Technology Infrastructure Library management concept. As an international benchmark in IT management, this concept is a perfectly laid out template for effective IT service management.
Businesses can, and should, expect the following from their IT service management company: service delivery, security management, software/asset management, application management, planning management and systems operational management. This broad core of functions covers the tenets of a well-managed IT service.
Each of these listed functions take place in an independent IT environment related to specific business needs. The role of IT service management is to essentially manage and integrate each of these particular functions, providing expertise, support, incident management and solutions to problems when required.
In order for things to work efficiently in what is often a complex, multi-faceted environment, it’s important to have an effective, purpose-designed IT management structure in place, which is where concepts like the IT Infrastructure Library (ITIL) come in to play. It’s even possible to adapt ITIL for project management – the perfect indicator of how flexible IT service management needs to be.
Companies wishing to take things to the next level might wish to invest in a more complete series of IT solutions which facilitate good customer service and effective alignment with delivery commitments and business goals. The right management system will not only help to keep tabs on performance, but also ensure an improved delivery of service whilst helping to enforce the best possible working practices.
The level of IT systems management often directly correlates with the quality of overall business management. Possessing a well-integrated IT system is important, as it helps to improve business efficiency. A system based on proven quality controls and good quality structuring will facilitate comprehensive business management, with complete support for any future changes or expansion – a vital feature in modern IT.
It goes without saying that IT service management is essential for almost any business. It essentially defines the capabilities of an organisation, and can help provide major advantages in business in the real world. IT service management matters, and companies should expect to see results from their provider.
