IT Service Management: 7 expert tips to take it to the next level

The increasing pace of technology innovation demands that IT managers regularly initiate new measures for troubleshooting, reporting, inventory and other core areas. But IT teams must also constantly review and adapt existing ITSM processes. Two clear examples of that are the use of automation for update management and the increased adoption of end user self-service support options.

ITSM itself is evolving with the integration of Enterprise Service Management (ESM). ESM means extending ITSM principles and processes to other areas of the company to promote a focus on service and efficiency. The overarching goal is to provide effective and productive digital services and processes throughout the company. One example is to simplify and streamline complex processes in various departments such as HR, marketing and sales through automation. Service-oriented practices also can improve customer experiences and help make workflows more transparent and intuitive.

Ensuring end user satisfaction is becoming crucial for the success of ITSM! Admins benefit from continuously and proactively monitoring the Digital Employee Experience (DEX) and detecting IT problems at an early stage. Compared to the traditional – and more expensive -- reactive approach to incident response, DEX enables IT teams to detect and counteract endpoint issues before they can affect users or disrupt normal operations.

Automated ticketing systems, such as those available to baramundi Management Suite customers in the EU, can improve IT productivity and enhance end user experiences by making responses to support requests faster and more targeted. For example, frequent and common queries can be quickly and automatically resolved using predefined jobs. Analyzing end user needs also makes it possible to implement and promote support measures that actually increase end user satisfaction.

Sustainability is no longer just a buzzword. In fact, it’s becoming a requirement for many IT teams to use resources efficiently. IT admins should review and adapt their ITSM strategies and priorities in 2024 accordingly to align with their company’s sustainability goals. This includes making processes as uncomplicated as possible and reducing the number of resource-intensive tasks. Drawing on best-practice approaches can also make implementation of changed and new processes more efficient.

IT Security will remain a key focus in 2024. The increasing number and types of threats requires IT teams to ensure that their ITSM systems incorporate reliable security measures that protect sensitive business data and minimize potential security gaps. Identity and access management, endpoint protection and data encryption are central components. ITSM deserves particular attention because it provides an interface to the outside world. A well-established change management system is an important addition to classic support ticket workflows.