A solid IT infrastructure is what differentiates two companies from each other. From ensuring that the company stores the customer’s data to providing employees with the required tools, it’s the infrastructure that ensures the proper functioning of IT operations. It’s the IT infrastructure that guarantees long-term success.

Also, after the COVID-19 mayhem, the IT teams of companies are bearing the brunt. As more and more processes are being carried out digitally, an organization requires a solid IT infrastructure.

That’s why companies worldwide focus on improving their information technology service management (ITSM) processes. This technology is more useful than ever and changes how businesses operate and deliver IT services.

With so much reliance on technology, companies are adopting ITSM tools because it focuses on the hardware or system. It aims to enhance IT customer service and help a business reach its goals.

With so many ITSM tools available in the market, it makes sense to explore some secrets about these tools and related technologies that help create a solid IT infrastructure and ensure customer service.

9 Secrets about ITSM tools and new technologies

Here are 9 secrets about ITSM tools that probably no one ever told you:

1.    ITSM tools drive efficiency and end-user satisfaction

With 60% of respondents in a survey considering ITSM tools essential for their business operations, companies can no longer overlook the importance of implementing them. These tools have become synonymous with organizational change and business innovation.

Most of these ITSM tools help automate mundane and time-consuming processes like employee onboarding that otherwise would eat away a significant time and productivity of the IT staff members.

When you implement ITSM tools in such areas, it not only lowers operational costs but also enables employees to focus on other high-value tasks. With these tools, the IT department eliminates the chances of human errors that otherwise create a headache, especially when dealing with repetitive tasks.

Self-service capabilities are another way these tools bring value to a business.

To choose the best ITSM tool that brings value and helps you differentiate yourself from other companies, select from this ITSM tools list.

2.    Machine learning improves IT delivery and service management processes and tools

With ITSM tools being the storehouse of information like tickets, asset service, knowledge, and operation patterns, companies can make sense of this data using automated processes and machine learning(ML). A service desk solution uses the ML concept to reduce manual and time-sensitive processes, which ultimately helps free up the time of employees that they can spend on something fruitful.

From efficient handling of level 1 incidents to automated ticket routing supported by ML, this technology can be a game-changer for the ITSM industry. Apart from predicting potential problems and issues that might crop up because of a proposed IT change, this technology can help understand the future level of customer satisfaction across various types of service desk activities.

ML can help in delivering resolutions or services more quickly. Additionally, a service desk solution might use ML to provide recommendations, solutions, or knowledge to service desk agents and end-users using the self-help option.

To understand how businesses can implement ML technology in ITSM and other business activities, explore this guide on machine learning.

3.    ITSM process bridges the knowledge gap

A knowledge gap occurs at every stage, from discovery to the time of information capture. In the IT service sector, stopping knowledge gaps from occurring is simply impossible. Why?

That’s because those who design, test, and implement solutions are the ones who have complete knowledge of software during the development lifecycle but have no time to properly document that information.

Often, this results in important information not trickling down to the end-users and IT service agents.

That’s where artificial intelligence (AI) plays a critical role. These technologies enable knowledge capture upon discovering a knowledge gap.

AI collects and analyzes data from different sources during the support lifecycle phase to understand how a company solved certain incidents in the past.

So, companies use an ITSM tool in which digital agents are deployed in the development lifecycle stage. These agents learn the actual test result and what was tested. Based on the result, a company can develop knowledge articles for future reference.

4.    ITSM implements a clear connection between organizational goals and individual contributions

When companies implement ITSM, it helps align services provided by the professionals with goals an organization wants to achieve.

Apart from providing an organized structure, ITSM allows a company to streamline processes like incident management, change management, and request fulfillment, resulting in increased transparency of services that anIT professionals deliver.

As the ITSM process establishes the roles and responsibilities of every IT professional, it clears employee confusion, which helps create a well-defined process for addressing crucial issues faced by their users.

ITSM helps a company provide seamless IT services to users while meeting their requirements.

5.    ITSM delivers IT as a service

The entire concept of ITSM depends upon how IT exists to deliver service to any business.

With ITSM, departments no longer work in silos, and they do not have to react to incidents in an ad hoc manner. This entire process can frustrate an employee and the end-user, who has to wait for a long time to receive a resolution.

That’s where ITSM becomes valuable because it structures the IT service model like a business.

The ITSM process involves defining clear responsibility for every team member, provides an easy-to-understand catalog of services tailored to organizational needs, and includes a method for improving operational performance.

Due to these reasons, a business perceives ITSM as a strategic partner that solves problems, delivers actionable insights, and improves organizational efficiency.

6.    ITSM tools help a company become customer-centric

Implementing good ITSM processes and tools helps in delivering a differentiated customer experience.

Interestingly, ITSM transits from an inside-out to an outside-in approach, which helps a company look from the perspective of their customers. This helps design services and processes that cater to customers’ requirements and deliver frictionless interactions.

As ITSM tools provide the option of self-help, it creates a positive experience for customers because customers prefer to help themselves before seeking guidance from the IT service department.

Always remember that good ITSM provides a strong foundation that ensures differentiated customer experience and helps in meeting the demands of tech-savvy digital age customers.

7.    ITSM tools enhance access and communication channels

IT organizations that are early adopters of the IT service management tools can improve access to IT operators and enhance communication between IT organizations and businesses.

This is usually achieved by establishing an IT service desk that works as a single point of contact between an IT organization and the business.

The presence of an IT desk ensures that every end-user or customer has access to the IT department using appropriate communication channels.

8.    ITSM tools achieve a better ROI

Often, in haste, companies that use an ITSM tool find that implementing this tool does very little and does not significantly improve the performance of their IT organization.

These organizations abandon their ITSM tools before measuring the ROI and its impact on the organization’s bottom line.

ITSM works differently because it focuses on adopting processes that best reflect practices for managing critical IT functions. It also creates policies and procedures to ensure an organization meticulously follows the process.

So, calculate the ROI before planning to dump a must-have tool like an ITSM.

9.    ITSM processes ensure a higher return on IT investment

When an IT organization has money, it can invest in servers, network infrastructure, and some of the most high-end computers that money can buy.

Regardless of the amount an organization spends on purchasing the IT infrastructure, it becomes challenging to actualize the value from this investment if there are no processes to support it.

An organization might have a budget for purchasing a $1,500 server, but its performance is likely to degrade over time without proper scheduled maintenance and management.

IT organizations that implement either an ITSM process or tool can seamlessly track the utilization of IT assets. Such organizations established a configuration management database (CMDB). This database ensures that the organization deploys IT investment to maximize productive capacity.

A formalized process ensures organizations receive the best return for their IT investment.

Key takeaways

Automated, integrated, and intelligent ITSM tools are the future of IT support. The goal of these tools and processes is clear–increasing efficiency, reducing cost, and limiting risk.

ITSM is slowly becoming an indispensable aspect of the IT industry and a key differentiator for end-users.

Undoubtedly, it offers many advantages that continue to add value even as technology develops and matures.

With improved IT support, increased employee productivity, and a higher customer satisfaction rate, ITSM takes an organization from functional to exceptional.