Last updated 19/11/2019
“Why the implementation of ITSM tool is such a big deal? And what all do I need to know about it?”
From the time we promised to share some knowledge about ITSM implementation in the 1st part of this blog, this question must have crossed your mind more than once.
Suppose, a bike stuntman is going to attend the biggest stunt competition in his town. He needs a new bike for that.
Before buying his new ride, he will check its wheels, tires, mileage, if he is comfortable riding that bike or not and many more.
And to understand which bike is a perfect fit for him, he needs to have in-depth knowledge about the bike he is buying.
You will have to deal with the same scenario while implementation of an ITSM tool for your IT Service Management. And you can handle it pretty well if you know about it.
In this blog, we are going to tell you all about the implementation of ITSM tools and ITSM Certification courses.
Implementation of an ITSM tool is like the relationships of modern. Once you have decided against implementing one, you need to be clear about your expectations. If they are blurry, you might end up hitting the rock bottom!
What are the outcomes you can expect from the ITSM tool implementation? Let’s check that out!
How do you understand it’s time to implement an ITSM tool?
Most organizations think that ITSM software should come after people and processes. But the fact is, ITSM tool selection, implementation and usage are the major needs in most organization’s journeys nowadays.
Before going for the implementation of ITSM, you need to ask yourself why do you need an ITSM. According to statistics, most organizations went for ITSM tool implementation because of the following reasons:
Do you think you too need the same?
Then it’s time for you to go for the ITSM implementation.
ITSM tools are mainly known as ITSM suites which support the entire ITSM process. There is usually a workflow management system for handling incidents, service requests, problems, and changes. They also include a configuration management database to store information about hardware and software assets.
There are more than 100 tools who are self-proclaimed ITSM or ITIL tools. Some of the most used ITSM Tools are ServiceNow It Service Management, Freshservice, RescueAssist, Samanage, InvGate Service Desk, Cherwell ITSM.
The main challenge for ITSM nowadays is to align the DevOps and Agile practices with new, conversive business operations. That makes ITSM implementation a bit tricky as well.
The choice of ITSM tooling should fit the Agile and DevOps framework of your organization.
You should evaluate your existing ITSM activities as well to understand the impact of implementing new technology.
While the implementation of ITSM, things you should take care of are:
Though the activities of each organization are different, the best ITSM practices can be categorized depending on their nature. You may ask, why is it important to categorize the best ITSM practices?
Well, with the ever-evolving platform of ITSM, it can be difficult and complicated for the service desk IT professionals to keep up with the needs of today’s employees. This category is to make them understand that the underlying purposes of ITSM will not be changed with evolution.
Main categories of ITSM best practices are mentioned below:
How do you think you can understand all of these fields in-depth? Pretty simple! An ITSM Certification can help you in doing that!
An ITSM certification helps an IT Professional to understand the best practices and best solutions at any IT Service Management situation. Once you are an ITSM Certificate holder, it gives you the power to work on reducing the cost, effort and time of any organization, as well as adding value to the service management system at your current organization.
Along with that, once you are well versed in ITSM, you will clearly understand when it is time for your organization to implement the ITSM tool.
According to ITIL V2 author Paul Wilkinson, out of 15,000 people, 85% hold an ITSM certification or are undergoing the training on ITSM. When you are going to get yours done?
The ITSM Certifications you should opt for to a detailed understanding of ITSM are:
You can check here about the courses in detail, and then pick one which you think aligns with your career path.
If you have followed all the points we have mentioned so far, you might have understood this by now, a person skilled in ITSM is in hot demand in the job market now!
According to ITJobsWatch, In the past 6 months, a total of 1,655 jobs have been listed demanding ITSM skill sets in England. In the UK, it’s 1,781.
Source: IT Jobs
ITJobsWatch also states, the salary range of a person skilled in ITSM has increased as well. The previous year, an ITSM professional used to get 45,000 Euros per annum. Over the past 6 months, organizations are offering an ITSM certified person 50,000 Euros per annum. Can you imagine that?
Source: IT Jobs
There are several different levels of ITSM automation, each offering a certain level of functionality. The most basic form of automation used in the context of IT service management is that of ticketing workflow. This involves automating the following tasks:
The next level of ITSM automation is capable of repeatedly opening tickets based on a particular schedule. For instance, the IT team can schedule weekly or monthly maintenance workflows for network equipment.
In a Gartner insight report, Whit Andrews said,
"To marry AI with advanced analytics will require new data and analytics best practices. Human expertise and skills will be a major limiting factor for AI ambitions. IT leaders should address the human capital needs for AI at the outset."
That is exactly what ITSM aims to do. Future ITSM analysts will be able to automate manual processes with the use of chatbots and integrated automation process while relying on their ITSM analytics to provide the proper direction and achieving the best customer experience ever!
So, what do you say? Are you ready to build your Team ITSM yet?
NovelVista Learning Solutions is a professionally managed training organization with specialization in certification courses. The core management team consists of highly qualified professionals with vast industry experience. NovelVista is an Accredited Training Organization (ATO) to conduct all levels of ITIL Courses. We also conduct training on DevOps, AWS Solution Architect associate, Prince2, MSP, CSM, Cloud Computing, Apache Hadoop, Six Sigma, ISO 20000/27000 & Agile Methodologies.