Decentralized vs Centralized ITSM: A Clear Choice

Digital customer needs have steadily evolved over time, with the demand for convenience and speed more intense than ever. Traditional support methods are still heavily used, but they are inefficient when compared to newer support technologies.

Centralization and Unification are the key ingredients of a future-proof IT service management solution—but what do they entail?

A Centralized IT Service Management Solution

Most businesses rest somewhere between “centralized” and “decentralized” in structural terms.

A decentralized business structure has its strengths and weaknesses:

  • Decentralized hardware can allow departments to choose more specialist equipment and tailor software to suit their needs. It also increases friction between departments, as staff in a different department will not be familiar with workflows and functionality.
  • Decentralization of server and telephony equipment can also make these networks more resilient to failure. This comes with the added complexity of non-standardized infrastructure implementations, which can cause confusion.
  • Departmental software and hardware independence can also allow faster adoption of new technologies. This can improve software functionality, allowing for better customer service as an example.

Also Read: How to Streamline ITSM Processes

For small businesses, a decentralized approach to ITSM can work. During times of growth however, you may find that software incompatibility and differing workflows can cause company-wide inefficiencies.

If you’re interested in the centralization functionality present with the ServiceNow platform, then early adoption can set an excellent technological foundation for the future of your support and product offering. Be sure to consider Trianz if you are looking for ServiceNow implementation consulting services.

With a centralized ITSM approach, you can:

  • Lower hardware costsBy reducing the quantity and spread of servers in your network, you can greatly reduce hardware purchase costs. One centralized server farm is typically easier to manage than multiple individual servers in different locations. This also frees up more space in remote offices and reduces the amount of travel needed from IT Engineers.
  • Reduce IT administration workloadsRoutine tasks like security patches and software updates can be easily applied to a single local server farm, with virtual desktop infrastructure particularly benefitting from this. In a decentralized approach, any server failures will require an engineer visit, and non-standard software packages will increase the complexity of the update process. These visits take time, and the system outages can put a complete hold on work across the whole business.
  • Get better deals on software licensingAllowing departments to purchase and monitor their own software licenses can work, but you run the risk of mismanagement. When your IT department manages software licenses for a centralized server farm, your business can benefit from bulk discounts and make significant cost savings. You also reduce the chance of running unlicensed software when you leave ITSM processes in the hands of specialized IT staff, which can result in fines if the unlicensed software is discovered and in use.

A larger business can absolutely benefit from a centralized approach to IT service management, which is perfectly possible with the ServiceNow platform. You could even argue that it is a necessity, with hundreds and thousands of employees and pieces of hardware in use by the company.

Also ReadMap All Existing Functionalities with Servicenow

Centralized Unified Endpoint Management

In the case of UEM, an endpoint is a piece of hardware that is operating on your local network. These endpoints can be internal or external, and it is hugely important from a security standpoint for IT teams to monitor these. A Unified Endpoint Management solution will allow your IT administrators to monitor every single device on your network, from a centralized console. The UEM will be compatible with a wide range of operating systems and device types (smartphone, tablet, laptop, PC).

With bring-your-own-device (BYOD) and mobile device management (MDM) becoming more prevalent, a UEM system is one of the best Asset Management solutions for a business:

  • Using technologies like RADIUS, you can offer tokenized access to Wi-Fi access points in your office. If you notice a device change that breaches IT policy, it is simple to revoke network access before any damage can be done.
  • If your business provides mobile hardware to employees, a UEM makes it possible to push updates over the air to ensure that your devices are secure and compliant with IT policy. You can even lock devices if you suspect employee misconduct or device theft, proactively stopping malicious attacks before they occur.

Could you benefit from centralized ITSM and UEM?

Trianz is a ServiceNow specialized partner offering ServiceNow Consulting Services to businesses in need.

Trianz has been working with thousands of businesses over the past decade, providing meaningful technology transformations that boost efficiency and customer satisfaction. IT Service Management and Unified Endpoint Management are becoming increasingly important to businesses, and Trianz can assist you in devising a comprehensive plan of action regarding your IT service offering.

Get in contact with Trianz through the form below and find out how you can benefit from ITSM and UEM.

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