Before we answer the question: “What is IT Service Management?” and how TeamDynamix ITSM might be helpful to back up a little and first define what we mean by “IT service.” In simple terms, a service can be defined as “something that meets a need or fulfills a demand.” However, the ITIL® (Information Technology Infrastructure Library) Practitioner Guide has a more specific definition that relates to our discussion here. It says, “a service is a means of delivering value to customers by facilitating outcomes that customers want to achieve without the ownership of specific costs and risks.”
So now that we have a better understanding of what an IT service is, what about IT Service Management (ITSM)? In short, ITSM is the collection of actions and policies designed to plan, execute, and manage all the IT services available to stakeholders. Additionally, a fundamental goal of any IT department is (or should be) to deliver the highest level of customer satisfaction as possible while also doing so in a way that is functionally effective and financially efficient. Easy, right?
Fortunately, with the help of the ITIL framework as a guide and the right tools at your disposal, it can be. As with many things, available resources are a limiting factor when it comes to IT Service Management. Even with the demand for IT services skyrocketing across the board, you can still overcome the resource constraints that are holding you back while also delivering the type of user experience your customers expect.
Full lifecycle support for TeamDynamix ITSM with configurable workflow, automation, and resource planning.
Manage incidents and problems separately for root cause analysis.
“My Work” views for technicians with quick access to KB articles.
Ability to communicate via mass emails with linked KB articles.
Group tickets and convert incidents to problems or projects as needed. • Perform root-cause analysis of the issues for full lifecycle support.
Incorporate change and release management.
Gain valuable insights with detailed reporting & dashboards.
TeamDynamix ITSM To the Rescue
A good place to start is tackling your volume problem. Help desks are often flooded with common and easy-to-solve requests. And while those requests may not seem difficult or take long to resolve, they do take valuable resources away from being able to address larger, more pressing issues that may arise at any moment. One cornerstone strategy for addressing this problem is to adopt self-service. With TeamDynamix ITSM, Self-service is a way for IT to provide answers to commonly asked questions (e.g., “How do I connect to the Wi-Fi network?”) to its customers through a searchable web-based portal. This way customers can find the information they need faster—and at any time—which both improves customer satisfaction levels and allows for IT resources to be reallocated onto more strategic business initiatives.
Knowledge Centered Service (KCS®) is another way in which an IT department can optimize its resources. KCS goes hand-in-hand with self-service and is essentially a way of creating and curating “knowledge” as a byproduct of the problem-solving process. It’s a crowd-sourced information resource that benefits from the participation of and collaboration with the user community. This method helps to increase the accuracy of available knowledge, which in turn helps to dramatically increase first contact resolution (FCR) rates while also decreasing the incoming load thanks to online self-service.
Gain control and visibility across the enterprise with asset & configuration management. Whether you have hundreds, thousands, or tens of thousands of assets in your organization, having a flexible and easy-to-use way to manage them will allow you to provide service more efficiently and effectively and reduce costs. Get the visibility you need to provide better service for your user community through TeamDynamix ITSM.
• Import assets and customize forms to match their unique attributes.
• Open tickets against specific assets.
• Stay on top of replacement costs, refresh cycles, and renewals.
• Integrate with SCCM, JAMF, Kaseya, or other solutions.
• Manage Configuration Items (CIs), including complex dependencies, blackouts, and maintenance windows
Could your organization benefit from a better approach to IT Service Management?
KCS® is a service mark of the Consortium for Service Innovation™.
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