Why Should You Focus on Your ITSM Strategy?
Without an effective ITSM strategy, organizations struggle with unintended outages resulting in negative business impacts, including potential revenue loss. In addition, they experience increased call volume due to inadequate or broken processes that aren’t aligned with industry standards and IT Infrastructure Library (ITIL) frameworks.
The end-user experience suffers because of a lack of transparency regarding request status and next steps — and employee satisfaction plummets because of longer fulfillment and resolution times.
Developing and deploying a comprehensive strategy creates opportunities to:
Establish process maturity model indicators
Provide current state analysis including strengths, key observations and recommendations
Increase service availability, thereby improving customer experience
Optimize IT spend
Turn IT into a strategic business partner
Improve employee experience through self-service offerings and established feedback mechanisms
Our Approach
Through our transformative, data-driven approach, we quantify expected improvements and establish mature metrics that are critical for success. We assess your organization’s IT landscape from multiple perspectives through interviews with different stakeholders. We also examine the current state of ITSM processes and capabilities within your organization and provide a strategic roadmap to support future business needs.
To accomplish this, we take the following steps:
Assess current process maturity through questionnaires, client interviews and existing process documentation
Identify strengths, opportunities and recommendations
Conduct interviews with staff and vendors regarding current processes and tools
Analyze ticket data to assess process compliance and establish opportunities to mature the organization
Develop a comprehensive roadmap to align current processes with ITIL and industry best practices
Evaluate current ITSM platforms/toolsets and their capabilities to provide a service management solution that is integrated with other business and IT functions
