IT service management (ITSM) is a strategic approach referring to all the activities performed for an organization to plan, design, provide, operate and manage the information technology (IT) services that are offered to its clients and customers. 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.
Delivering information technology service excellence enables IT to move from simply supporting the business to helping to innovate and optimize the business. 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.
The Solution – SoftExpert ITSM
SoftExpert ITSM is a powerful yet easy-to-use, modular and cost-effective ITIL®-based software package for automating and improving IT service requests, incident and problem management, service level agreements (SLA), knowledge base, configuration management (CMDB) and IT human resources.
The solution allows organizations of all sizes and in every industry to improve IT governance, optimize service levels, boost productivity and reduce related costs, aligning IT infrastructure management with strategic business objectives.
SoftExpert ITSM software incorporates ITIL® and other widely adopted best practice frameworks, integrating service requests, incident and problem management, configuration management and IT human resource management in a single platform, bringing together the best in management practices and the best in technology.
IT Service Management – ITSM
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Service Catalog
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Incident Management
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Problem Management
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SLA Definition
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IT Projects
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Management Portals
Main Benefits
Automates the entire ticket, incident and problem management lifecycle;
Prevents service interruptions and SLA delays;
Increase service desk agent productivity;
Reduces wrongly routed or duplicate incidents;
Prevents wastage of time and resources from poorly planned changes;
Streamlines user experience through self-service portals and easy and custom service catalogs;
Predicts impacts and help informed decision making with CMDB;
Delivers on time and on budget services with integrated Project Management capabilities;
Improves infrastructure availability with integrated Asset Management capabilities;
Provides complete visibility into IT service performance and help to identify improvement opportunities.
Resources
Features
Service request
Customize service request flowcharts and forms.
Repository
Track IT service request in real time from centralized repository.
Reports
Straightforward KPI analytical reports.
Task manager
Centralized task manager, alerts and notifications.
Root cause analysis
Integrated problem root cause analysis resources.
IT assets
Maintain all relevant IT asset information in one place.
Solution Overview
Solution Overview
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Return on Investment (ROI)
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.
Featured Resources
Ebook
7 Crucial Elements in IT Service Management
Read this eBook to find out which are the elements for make your ITSM initiatives more successful.
White Paper
The role of service request management
The necessity for the business to be able to articulate what its requirements are for IT.
Ebook
How to Implement IT Service Management that Supports Your Company’s Strategy and Objectives
Read this eBook that gives to you a step-by-step guide on how to efficiently design and deploy IT services in your company.