The Power of Information, Technology, Service, and Management

March 4th, 2015ITSM


Innovation, developing and supporting new services, reducing outages. Today’s service management professionals face these challenges and the requirements they bring every day. And with great responsibility comes the need for great power.

The Power of ITSM.

Let’s take a look at how Information, Technology, Service, and Management are changing the IT operations landscape and how IT can step up to meet new enterprise demands.

There’s something to be said for a break with tradition. For years, enterprises have applied IT Service Management (ITSM) to support basic help-desk and ticket management, along with standard change management functions. Often, the two functions operated independently, outside of any integrated and complete management process.  Consistency and efficiency suffered as a result.

Today, however, more and more IT organizations are evolving ITSM to a full service-management approach. This strategy enables them to tightly link IT functions with critical enterprise requirements for improved service and better business outcomes. Used to its best advantage, ITSM can serve as a multi-purpose powerhouse for your IT organization – from harnessing the cloud and leveraging social and big data to deploying more applications and services.

Download our eBook, The Power of ITSM, to learn more about how each area of ITSM provides you with the power to strategically transform IT:

  • The Power of Information
  • The Power of Technology
  • The Power of Service
  • The Power of Management

Moving from simply handling tickets to embracing journey of true service management is an easy decision to make. However, achieving that goal can appear unfeasible if you plan to tackle it on your own.

Making the journey successfully requires an understanding of what results to measure. Instead of statistics used in the past such as MTTR, you now need to assess results in terms of future quantifiers, such as IT performance, contributions to new organic revenue generated, and nontraditional measurements of customer satisfaction.

Having an experienced partner to help steer you through each step gives you access to the knowledge and insights accumulated over hundreds of other ITSM engagements. It also helps you know what to expect, so you can prepare for and make a smoother transition.

If you are ready to begin this journey, we suggest meeting with some of our Edge Service Management Advisory and Consulting Team to help you benchmark your current processes, team capabilities and technology platform and chart a path forward.


Tags-   Business Service Management Digital Service Management IT Service Management ITSM Service Strategy