At the highest level it is said that an ITSM system is basically a software package which is an enabler for all of those capabilities of service management, and then below that are the additional disciplines including the forms, the processes and the analytics, all that interesting stuff which turn into a massive on a daily basis to help the IT department's nuts IT departments function well, right? It's not as simple as that. To start, to be honest it is possible to apply the theory of an ITSM system to just about any type of operational support system or business process ITSM training. It is also possible to apply the concept of an ITSM system to an operational support or business process and if that's the scenario, then one needs to inquire "just how" it functions, since the theory can only be understood by seeing it in practice.
The most straightforward example of how the Theory of Specialized Service Management can be applied to business needs is in the case of software packages management systems. To achieve the desired results you must follow the procedures in the manner they are being implemented. This makes it easier for administrators of the system (both IT personnel and non-IT personnel) to understand the IT service management concept.
When you are looking at various departments within an organization, the second application of Theory of Specialized Service Management can be very useful. Let's look at the example of an IT department. Let us imagine for an instant that one of the departments handles the software inventory asset management. Consider all the processes involved in maintaining this asset management system running smoothly. These include the planning and collection of upgrades, updating the database for asset management, and the maintenance of it.
There will also be human resources issues that will arise. Human Resource departments must be aware of the various roles they play and the types of services each of these departments provides. This is all part of the delivery process. However, this doesn't mean that IT departments, as well as non-IT ones, do not have their own parts to play in the service delivery process. IT will always have its own part to play, just like the other departments listed above. The question is: How do IT service management software play into this equation?
When looking at the IT service management platform, it is helpful to look at how the IT service management platform works with the different departments and their roles in the overall process. For example in the previous instance, you will have seen that the IT department will have specific types of files they require access to ITSM. Non-IT departments will also have access to certain kinds of data. If you wish to provide better service to all departments, you will need to spend the time to identify which departments could benefit from the platform, as well as the departments that stand to benefit the most. In short this is the reason it is essential to put all your non-IT and IT service management departments together, prior to launching your product.
By combining these two by combining them, you can ensure that every department is aware of what the company is planning to do to boost their bottom line by making changes in the way they conduct business. This will help to increase satisfaction of customers and reduce issues that arise from department-to-department service request (or SLAS). Your departments are aligned through the ITSM Platform. In effect, you are creating a more efficient service management system.
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