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 but easy-to-use, modular and cost-effective ITIL® based software suite for automating and improving IT service requests, incident and problem management, configuration management, 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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IT strategy
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Service catalogue
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BPMN based process
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Project control
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Incident management
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Problem management
Main Benefits
Increases productivity.
Reduces operational costs.
Increases visibility across your organization.
Reduces project cycle time.
Seamlessly integrates service requests with resources, portfolio and project management.
Automates the entire incident and problem management lifecycle.
Improves management and use of IT infrastructure.
Controls and protects IT resources deployment.
Easily defines and enforces standardized change processes.
Effectively and efficiently manages IT service requests, resources, budgets and projects.
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
The role of service request management
The necessity for the business to be able to articulate what its requirements are for IT.
