Self-assessment is a key ingredient in business success. Companies must establish which components are actually providing value to the business, or else risk wasting money and limiting growth. This article provides suggestions on points businesses should consider when assessing their own IT service management. IT service management includes both internal IT staffers and external IT outsourcing partners.
Most efficient IT management consulting experts recommend determining your IT service management system’s success according to the ROI it provides. In this case, your return on investment would encompass the savings and additional profits attained through IT service management, as well as the value provided to the company’s employees, minus the cost of the IT system. (Any IT schema is ultimately only as useful as its users say it is.) If compiling this information seems tedious, remember that the whole company’s ability to innovate and grow depends on the IT department’s effectiveness.
If your organization already has a contract with a third-party IT service management firm, your Service Level Agreement should be a criterion in establishing IT performance. While most businesses don’t think to consider IT ROI until something goes wrong, IT management consulting firms must track the ROI they provide to clients in order to stay competitive. Only through consistent self-evaluation and improvement can IT service management providers hope to scale profitably.
Every business that uses computers can benefit from rating themselves on the IT service management standards described below.
Points to Assess in your IT Service Management
- IT asset management of hardware. How has your hardware retained or lost value over time? IT service management can have a significant impact on the maintenance and usability of hardware over time.
- Self-service portals. Have you made it easy for computer users to access the information they need in an independent yet protected way? Self-service options do take some time investment to build, but with the proper security measures in place they improve employee engagement and overall efficiency.
- Supplier management. How does your IT supplier ROI stack up? Regularly vetting the prices your pay for IT supplies is a good idea.
- Capacity management. Do your IT systems have the capacity required to support your employees and general operation? Does your capacity grow with you?
- Service desk operation. Can internal and external customers get the IT help they need quickly?
- Configuration management. Is your entire IT system functional, and have you documented it well enough to support its growth going forward?
- Change management. Do you have efficient processes and oversights in place to handle system changes, whether internally or externally imposed?
- Service portfolio management. Just as investment advisors recommend a diversified portfolio, IT management consulting experts recommend a good blend of IT management systems. A proper mix of IT services improves business performance.
- Availability management. Are your systems are up and available when needed? An IT management consulting business will often outline availability management terms in the Service Level Agreement.
- Incident management. When an unexpected IT event occurs, do your IT employees or contractors get systems back online quickly so as to curtail the negative impact on business performance?
- Release management. Do you monitor the updates for your software systems? Software companies regularly release new patches and versions of their software products. Without these updates, your company’s security and productivity are at risk.
- Service catalog management. IT standards invariably recommend creating a service catalog that categorizes and describes each service provided by the IT department. Managing that service catalog is necessary because new services are added and subtracted over time.
- Continual service improvement. ISO 20000 IT standards outline the importance of continual improvement in IT performance. The continual service improvement process empowers companies to learn from their past IT failures and triumphs.
- IT service continuity. Is your business prepared for a disaster? Do you have backups of your most important files? Many businesses go under following a disaster because they have not optimized their IT service continuity.
- Problem management. Like incident management, problem management attempts to minimize the impact of unavoidable IT problems. However, problem management also includes efforts to prevent problems from happening in the first place, as well as the elimination of persistent problematic events.
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