The Challenge

Delivering information technology service excellence enables IT to move from simply supporting the business to helping to innovate and optimize the business.

One of the main ITSM challenge is designing and deploying IT services that support business goals and enhance the efficiency of day-to-day operations to deliver high-quality services and improve customer satisfaction.

Silos of people, processes, information and technology can create barriers of inefficiency and make it difficult to agree on service priorities. Lack of visibility into critical information and inefficient workflows make it difficult to understand service context.
Finally, regulatory requirements or business compliance with SOX, COBIT, ISO 20000/ITIL, ISO 27001, CMMI, and others, brings additional complex challenges.

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The Solution
SoftExpert ITSM is a flexible and cost-effective integrated suite of components empowering world-class IT service management. SoftExpert ITSM Suite integrates service request, incident, problem, change and IT asset management in a single platform. It improves productivity and protects value by aligning IT infrastructure management with strategic business objectives.

SoftExpert ITSM Suite incorporates ITIL® and other widely adopted best practice frameworks, bringing together the best in management practices and the best in technology.

SoftExpert ITSM Suite allows organizations of all industry sectors and sizes to improve IT governance, optimize service levels, boost productivity and reduce related costs, supporting automation in such processes as:
- Incident and Problem Management.
- IT Assets and Change Management.
- Project and Service Management.
- IT Human Resource Management.
Incident and Problem Management
- Ensures critical IT service continuity by automating incident and problem management processes whenever an event occurs.
- Through the configurable workflow engine, handles the entire lifecycle of the corrective and preventive action processes, from incident reporting to investigation to treatment to corrective action to the final sign-off
- Comprehensive, flexible analytical reports provide accurate, relevant and timely information that you can act upon to ensure compliance and business continuity.
Configuration and Change Management
- A comprehensive configuration database allows you to optimize performance and maximize the return on every IT asset.
- Controls and protects the deployment of IT resources by streamlining configuration management processes.
- Registers and updates the information of configuration items suppliers.
- Defines and enforces standardized change processes, securing the correct level of notification and minimum user impact.
Project and Service Management
- Seamlessly integrates service requests with resource, portfolio and project management.
- Effectively and efficiently manages IT service requests, resources, budgets and projects, delivering new IT initiatives on time, on budget and according to specifications.
- Closes the gap between what business expects and what IT delivers by effectively determining specific IT services and IT resource allocation to support business objectives.
IT Human Resources Management
- Better manages and uses the IT infrastructure by offering a single, centralized view of enterprise-wide IT resource supply, demand and skill-level information.
- Continuously evaluates employee performance to ensure increased service value.
- Ensures that IT teams are growing with the business while implementing individual development and training plans.
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Return on Investment in IT Service Management

Traditionally, when enterprise professionals discuss the Return of an Investment, they are mostly thinking of "financial" benefits. Today, organizations must also consider the "non financial" benefits of an investment.

Financial Benefits include impacts on the organization's budget and finances, e.g., cost reductions or revenue increases.

Non Financial Benefits are the so-called "intangibles", "soft", or "unquantifiable" benefits of an investment. Unlike financial returns, there may be no widely-accepted metrics that can be applied. However, Softexpert Solutions' potential for producing positive impacts on business performance and mission results are undeniable. These include improved customer satisfaction, better information, and shorter cycle-time.

The benefits calculation for ITSM should include both revenue enhancement, cost reduction and cost avoidance. Besides providing better service to clients, ITSM reduces running cost to improve profitability, utilizing industry's proven best practices to achieve increased productivity.

SoftExpert IT Service Management (ITSM) solution provides the following benefits:

Financial ROI:

Increased income by

Leveraging opportunities for new revenue sources.
Reducing lost revenue through better service level management.

Reduced IT operational cost by

Reducing overhead expenses.
Reduced costs in developing procedures and practices.
Reducing need to add IT staff and reassigning them to more productive tasks.
Improving asset utilization and life cycle management.
Increasing resource utilization.
Optimizing end-to-end service cost.
Improved risk management

Increased productivity of IT staff through:

Process automation
Reducing the number of manual tasks and reducing time per task.
Better communication and information flows between IT staff and customers.
Best use of skills and experience.

Improved process management:

Reduces cost of incident resolution.
Reduces self-inflicted incidents via integrated and reliable change.
Reduces service cycle times.

Investment

Investment in SoftExpert PLM will depend upon the business unit size and implementation approach.

Return on Investment (%)

((((Total Annual Savings) x n years) – Initial Investment) / Initial Investment) x 100

Payback Period (years)

Initial Investment / Total Annual Savings

Non Financial ROI:

Increased customer satisfaction with improved quality of IT services delivered.

Increase in customer satisfaction leads to increase in customer retention rate, reputation, market share and revenue.
There is a defined process to provide proactively value added services to customers, improving IT governance and driving continual improvement.
More reliable business strategy support though clearer IT capabilities.
Improved regulatory compliance with appropriate standards and guidance.
Improved availability, reliability and efficiency of security and business continuity.