There’s something to be said for a break with tradition. For years, enterprises have applied IT Service Management (ITSM) to support basic help-desk and ticket management, along with standard change management functions. Often, the two functions operated independently, outside of any integrated and complete management process. Consistency and efficiency suffered as a result.
Today, however, more and more IT organizations are evolving ITSM to a full service-management approach. This strategy enables them to tightly link IT functions with critical enterprise requirements for improved service and better business outcomes. Used to its best advantage, ITSM can serve as a multi-purpose powerhouse for your IT organization – from harnessing the cloud and leveraging social and big data to deploying more applications and services.
The world of IT is changing. The days of IT simply overseeing a few servers and desktop computers are long gone. In fact, the sheer number of devices and applications that must be supported today in most large companies is staggering. It’s estimated to be well into the thousands – and could be millions and growing – when you consider the number and various types of physical and digital assets to be tracked and managed.
Understanding what assets are in play is the first step. But to gain real enterprise credibility, IT must also be able to communicate all the costs involved in IT operations. This goes far beyond how much a single server or piece of software costs. The real power lies in the ability to understand and articulate not just the cost of IT assets, but also those related to IT projects, resources, and suppliers.
Leveraging this approach allows you to identify all the core components and functions that contribute to the IT service, while breaking down associated costs for both project and operational efforts. By doing so, you can calculate your actual “cost of goods” and use this information to create a true service catalog.
Understanding what you can do with the information you have isn’t easy without a complete view of your enterprise data. For example, many IT organizations are working with siloed information as some departments continue to use Microsoft Excel or other point solutions to manage and track data. Meanwhile, other departments that still rely on manual processes make it difficult for IT to capture critical data needed for management reporting.