Case Study: Unifying ITSM Practices and Technology
As a result of corporate expansions, mergers, and acquisitions, the teams and technologies that support an organization's IT service management (ITSM) practices can over time become somewhat dispersed. Supporting an organization's strategic objectives, and providing consistent and quality IT support is essential, but this can be challenging where disconnected support environments exist. While physically centralizing support is not always possible, nor is it always desirable, delivering a consistent and high-quality service to business users certainly is. The challenge in achieving this is often in encouraging dispersed support teams in the use of common best practices and, where relevant, technology that can help them achieve the desired outcomes and deliver more valuable and actionable insight.
Support channels that facilitate a faster response can improve the value proposition of IT as a whole.
When rolling out new technology across a variety of dispersed functions, it is important to have a team leading the project that is both aware and considerate of the varying needs of those using the technology.
Self-service and automation technologies can help provide first-line analysts with opportunities to engage in second and third-line support activities.
Technology alone will not help IT teams improve ITIL process maturity or the way in which the IT department ultimately helps the business execute against strategic objectives.