What is IT Service Management and Why Do I Need It?

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There’s all kinds of jargon bouncing around, especially now we’re living in what has been dubbed “the smartphone generation” with all of the text message abbreviations and the various terms used by industry professionals, especially in computing. Those working with computers on a regular basis might hear these terms such as RAM, document management software, ultrabooks and cloud computing and understand what they mean; but to the rest of us it might as well be a foreign language.


One fine example is in the form of IT service management, a service companies including SysAid.com offer to their customers. If you didn’t know what this service was, you wouldn’t be the only one, but if companies are offering it as a major part of what they do, one of the exact reasons they were established in the first place, it must be pretty important right?


There are all kinds of management software available, helping businesses to structure their workflow and procedures, but IT service management differs in a way, focussing on the operational side of things rather than the actual development side. It’s very easy to get it confused with project management software such as the package offered by Wrike, but it does not actually help you to organise your tasks. Instead, it helps IT professionals or organise the whole technological side of a business.


Take your typical office as an example. You’ll have all kind of devices around the building – computers, printers, photocopiers and much more. The job of an IT technician would involve getting in each morning and dealing with tickets, which are queries sent by users about malfunctioning devices or those that need attention whether it’s a printer out of paper or a monitor that just won’t switch on. IT service management helps the technician to organise all of these tickets according to date, time, location and even priority so that nothing slips through the net and all queries are dealt with; even sending messages to the person who raised the issue informing them of when they are on their way to resolve the problem.


The IT help desk in any organisation is a busy one, having to deal with all kinds of requests for things that could be done by the employee themselves (they just choose not to) or by an expert. For that very reason it’s important to make the lives of those working on the help desk as easy as possible so that they can get around all of the tasks as efficiently and effectively as they possibly can. After all, any down time is lost revenue and that is a nightmare in business.


There is the argument that just sending an email to the technician on the help desk or paying them a personal visit is more cost effective and no business wants to spend money they don’t need to; but it’s very easy for people to forget conversations, get waylaid with tasks that run over or to prioritise jobs that wouldn’t necessarily be classed as priorities through no fault of their own other than “they asked first”.

Automating the process, however, allows the help desk workers to structure their day and the materials needed to resolve the problems as they arise. If they’re likely to need to go via the store cupboard on their way to someone’s desk, they can do so and that will allow them to bring everything they need the first time, rather than making several trips – therefore saving time and becoming more efficient which in turn means they can get round more jobs each day and reduce the amount of downtime which, rather than being looked at as an expense, can be viewed as a money saving – or making – investment.


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