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In today’s highly competitive fast-paced business environment, IT companies should be concerned not only about the kind of services that they provide but also how they provide. That is to say, they need to widen their horizons and must focus on the quality of the services that they provide and customer service. The following statement from ‘IT Service Management: An Introduction’ fairly sums up the essence of ITSM. “Providers of IT services can no longer afford to focus on technology and their internal organization [;] they now have to consider the quality of the services they provide and focus on the relationship with customers.” Wikipedia defines ITSM as “the implementation and management of quality IT services that meet the needs of the business.” In short, it is a process-based practice that looks to improve the quality of end-to-end services and customer service based on the best practices included in the Information Technology Infrastructure Library (ITIL). ITSM can be compared to and even share ties and common interests with process improvement movement frameworks and methodologies such as TQM, Six Sigma, business process management, CMMI and so on. With organizations becoming global and distributed over multiple locations, IT Service Management (ITSM) has become more relevant than ever. Enterprises, therefore, must deploy ITSM solutions that can provide a workflow based configurable global platform for implementing IT Service Management processes distributed over multiple geographic locations and across multiple organizations accessed 24x7 over the web. Here is a look at some of the important features of the best of the breed ITSM solutions. * Multiple ITSM solutions in a single Data Repository * 100% Web based for global access without any client side software * Mobile device accessible * Built in Workflow Process and Policy Engines for reviews and escalations * Document attachment capabilities for a global review and approval of documents * Excellent Reporting capabilities with Dashboards, Word, Excel and Crystal reports * SOA based Enterprise Service Bus (EBS) architecture "Omnibus" integrations with any third party tools * Integration capability with any global Call Center Infrastructure * Capability to work behind very secure Firewalls * Manage Service Desk, incident management, Requirements management, Problem, Change Management, CMDB * Meet Global Standards with ITIL V3 Compliant * Achieve automated workflow process with visual designer * Promote self-service with built-in Service Catalog & Dashboard * Implement highly demanding SLA & Escalation Policies Enterprises need to collaborate with pioneers in providing end-to-end Application Lifecycle Management (ALM) and ITSM solutions as these solutions with adaptive workflow and highly configurable process management are designed from the ground up as an integrated web-based platform enabling anytime, anywhere access. Read more about- ALM, agile methodology
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ITSM solutions, Requirement management, Application Lifecycle Management, ALM, agile methodology,
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