It comprises of different verticals, all culminated to form one and represented as service management tools. Take, for instance, E-commerce this vertical has many folding of its own like online goods & services, retail, marketplace services, mobile commerce & E-procurement. This giant industry needs ITSM & ITIL backed with ITOM capabilities to serve the customer with ease. Ticketing, service desk, live support forms its backbone the same as operations & logistics.
Everyone in the network needs to be connected under one umbrella & for decision makers &stakeholders, they have to have a User-friendly dashboard so that all functionalities are seamless. With new service tools, customers are reaching sales & request reps for queries, ITSM tools have made this process automatized & traceable.
Help desk tools have reduced workload through ticket categorization, prioritization, ticket routing, ticket status management on the cloud-based platform, which has inbuilt security features like HIPAA.
ITSM tools are marketed for its whole set of processes as ITSM suites, with the core in the workflow management system. That handles incidents, service requests, problems, change & release with tools from the configuration management database. They link easily between incidents, requests, problems & change with items from CMDB.
Categories under Service Management
• Multimedia services: the content is interactive that uses a combination of different content forms.
• Content delivery network: they have geographically distributed networks of proxy servers linked with data centers with its layer on the internet.
• Cloud computing services: cloud computing has no such limit &is economies of scale service. There are public, private & hybrid clouds space available.
Quality management standard is the crux in the framework with ITSM framework, Information Security management standard & software engineering maturity model all working hands in hands along to deliver what we call service.
ITSM can overlap its presence in other frameworks such as COBIT, eTOM, FitSM, ISO & MOF. ITIL regards a center, contact center, or a help desk as limited forms of service desk, which give only a little of what a service desk offers.
Advantages of service management tools
• Audit ITSM operations and identify the gaps.
• Outline KPI & metrics
• Feedback loop for users
Continual service improvement
Room for improvement & new development based on issues with KPI and customer feedback, process evaluation & planning this branch of service management has never stopped till implementation. It categorizes all the work of IT & separates them under different heads by reorganizing equipment for temporary measures.
System center service manager
Platforms with system center service management are designed to automate & adopt ITSM practices with built-in processes like incident management, problem management, change& control management with asset lifecycle management.
Cloud-based & on-premises layout
Now tools are compatible with any device irrespective of processors & OS. Primarily customer purchases cloud space during implementing ITSM tools for organizational use. Now, the transition is also possible to on-premises form with a strong network of data centers by third-party ITOM partners who ensure not only safe transition but also encrypted use to prevent any cyber-attack.
There are mainly five service options catered by vendors in their tools & software:
• Event management
• Access management
• Request management
• Problem management
• Incident management
Options like service desk, which is a new version of the classic help desk tool, now come with contract management to technically improve monitoring of devices & equipment, ensuring all system updates & preventing overload. The PSA & ticketing module gives a new touch to the help desk.
Field Service Management
An increase in fieldwork to reach delivery & sales has led to the genesis of field service management. Now due to digitalization & the use of mobile-enabled applications, which traces real-time visibility and performance has increased customer satisfaction & serves as a guiding tool for professionals to meet their target & formulate strategies to penetrate new markets. Field service management is a part of service management which enables sales operations & logistic team to match delivery time.
With more & more human advancement, life is becoming apps reliant, generating a lead and working on it was never easy as it is now. All credit goes to ITIL architecture & ITSM tools, which manifest the future in a single user-friendly dashboard. IT technicians, developers, engineers & security professionals are wearing different hats every time.