The benefits of using ITSM tools in organizations

Assuming the above due diligence gives you the green light, some benefits likely to be returned are as follows:

• Standardization – utilizing an ITSM tool will allow for a common approach to ITSM activity recording using templates and workflows. This will bring commonality and completeness to the data, as well as potentially centralizing data sources such as the CMDB for all to utilize and access. This cannot be achieved by simply implementing a tool, however, and preparation must be done in terms of people and processes to ensure the right behaviours and understanding.
• Collaboration – most modern ITSM platforms focus heavily on collaboration with in-app chat facilities, record collaboration and multiple ways of sharing and presenting data.  This can be a valuable tool, never more so in the Service Integration and Management (SIAM) arena with multiple suppliers needing to communicate and work together in such areas as Major Incident, Problem Management and Change Enablement.  There is a tendency to get overexcited with new features and flood the communication channels, rendering them useless – don’t do this. Targeted, valuable communication is the key.
• Service Reporting and Analytics – ITSM tools come equipped with extensive analytics and reporting features, further supporting the value of standardized, centralized information. Organizations can gain valuable insights into IT operations, service performance and user satisfaction. These metrics are crucial for identifying areas for improvement, making informed decisions and proving the value of IT services to stakeholders. Collect what you need is the mantra here, as you will not be able to see the wood for the trees otherwise. Start slowly and scale up, but remember that trend data cannot be retrospectively obtained in many cases.
• Governance, Compliance and Risk Management – The evidential value of an ITSM tooling platform is a key value point. With standards such as ISO20000, the onus is on demonstrable capability, and information capture and presentation are key elements of this.  Other standards, such as those in the Information Security realm, are also well served by a central, standardized, high-quality information store.  This provides assurance, which reduces risk in this area and feeds into other areas of Risk Management and such activities as Change Assessment by providing a trusted source to base business decisions upon.  Compliance with standards is multi-faceted.  Deploying a tool will help, but only if the underlying practices are solid.
• Process Improvement – given the broad scope of ITSM processes, it is impossible to detail them all here, but all the benefits above, coupled with the ability to automate workflows and manual processes, hugely improve the overall performance of process activity. Additionally, there are cost benefits, resource reclamation and refocus on business-critical issues, which benefit the staff, the service and the end users.  Process improvement happens outside the tool. The tool facilitates better processes, but it is not a silver bullet.
• User satisfaction – process improvement, additional collaboration and the numerous communication capabilities of modern platforms significantly enhance the user experience when delivered correctly and with the end-user experience in mind. A cultural shift may be required to ‘expose the workings’ of IT to the Customer. Still, if a service is professionally delivered, then this should cause no concern and enhance the experience and relationship. Additionally, automation and self-service options empower users to resolve common issues independently, reducing frustration and wait times.  Self-service and automation should make the end-users’ lives easier before our own. The ideal is both, but serving ourselves at the Customer’s expense is a potentially damaging approach.
• Securing the future – When implemented correctly, investment in ITSM tools represents a strategic approach that delivers cost reductions through efficiency, scalability for future growth and ultimately helps future-proof IT services. ITSM tools are, in the modern market, designed to provide a framework and capabilities to ensure our service delivery keeps pace with the changing needs of the business. This is not a ‘fire and forget’ investment. Regular reviews of the usage, effectiveness and alignment of the platform, as well as user experience, should be undertaken to ensure its continued suitability.