Optimizing Employee Productivity and Customer Fulfillment
There is a major difference in the methods and processes companies choose to leverage information technologies. Many businesses’ IT departments have developed organically over time, with little ability to plan or strategize far into the future. Others developed a detailed, scalable plan from the beginning and continue to strategize to achieve the best possible return on their technology investments.
The difference between these two sides of the spectrum can be summarized in four letters: ITSM, or IT Service Management. If your organization’s digital path more closely resembles the former group, you have likely noticed:
Reduced productivity due to a lack of automation
Unplanned service outages
Delayed fulfillment time (including missed SLAs)
An overall poor customer experience
A modern ITSM approach offers significant benefits to your business by creating effective policies, processes, and procedures to support the various IT services used throughout the organization.
While the specific ITSM solutions are unique to each company, the right strategies focus on helping the business to quickly scale, adapt, modernize, and apply advanced technological solutions to meet the needs of both internal and external users, and customers. Such changes are made possible through strategic partnerships with ITSM vendors, following established best practices in your industry.
Modernizing IT Solutions for Operational Excellence
The goal of effective IT Service Management strategy is to provide your users and customers (both internal and external) the tailored solutions they need, where they need them. To achieve this, Trianz consultants will collaborate with your key stakeholders to devise the necessary policies and procedures that fit prescribed needs and requirements.
Throughout this consulting phase you will see an accurate analysis of how your systems currently operate and be able to review various scenarios that show how certain technologies can grow your business. The strategy will be developed based on Information Technology Infrastructure Library (ITIL) best practices to ensure that you get the desired results.
Once the initial development phase of your ITSM solutions have been completed, it’s time to implement them. During this phase, your IT infrastructure will be modernized to support the new systems. Throughout this process, IT support teams and other relevant teams throughout the company will be trained on how to use the new systems to ensure a smooth transition.
Finally, all legacy systems that need to be left in place will be migrated into the new environment. Where appropriate, older systems should be updated to either the latest versions or newer programs that offer innovative functionality. Of course, all of this will be planned out ahead of time so the migration to the new system is a seamless experience for you and your customers.
At this point, your organization will be up and running with all the latest automation, infrastructure, software, digital portals, and other technology solutions. Although a great start, this is not the end of the ITSM strategy. Once you have gone through the process of modernizing your IT systems, it is important to continuously review your performance and adjust your long-term strategy as needed.
This will help you to avoid falling back into old ways of doing things, and ensure your organization remains competitive long into the future.