ITSM: Getting Started
Techstrong ITSM, Monday, August 26th, 2024
The global IT service management (ITSM) market is growing at nearly 16% annually. There are good reasons for that healthy clip: ITSM leads to a 40% reduction in business downtime by some counts. ITSM proponents often purport increased operational efficiency, lower IT management costs, improved customer satisfaction and even risk reduction.
However, it's not always easy getting to those benefits. According to a recent TeamDynamix study, 44% of respondents cite high costs and administrative burdens associated with their ITSM program.
For those organizations getting started in ITSM or those with a program underway that could use an uplift, some steps can be taken now to help get started and optimize ITSM efforts.
First, get a baseline of the current environment and define obtainable goals. Organizations must establish a baseline of existing business-technology processes and infrastructure management from the start-comprehensively survey service delivery methods, pain points, and top areas for improvement. Make sure business unit management and IT management are involved in information gathering.