Information Technology Service Management (ITSM) is a collection of IT management processes that enable your organization to design, deliver, support, and manage IT services. Organizations that implement an ITSM strategy view IT as a service provider that focuses on delivering quality services to their businesses and employees.
ITSM is no longer the domain of just large enterprises. Businesses of all sizes increasingly depend on technology to achieve optimal levels of productivity and efficiency, and drive business outcomes and success. Robust ITSM software can help your organization align IT services with business needs while also providing value to your internal customers—employees. SolarWinds is adding Samanage® ITSM solutions to our portfolio to help you deliver exceptional service every day.
Here are some of the top benefits of ITSM tools to your organization:
Creating an ITSM budget is one of the most challenging efforts inside any IT organization. As companies work to integrate traditional “workstations” with BYOD and remote/mobile workforces, managing the process of IT budgeting is shifting as well. As the “face” of the entire IT organization, the IT service and support team has a unique opportunity—and responsibility—to better understand the needs of the company and industry implications that can come from budgeting decisions.
There are a lot of advantages in using the service portal over email and IT support phone lines. The service portal allows the service desk to collect complete information about every ticket, eliminating much of the back-and-forth that comes with traditional support communication. It can also connect employees to self-service options, if they choose.
But don’t just take our word for it. We surveyed over 300 IT pros like you to learn how their users submit tickets and requests, and whether or not the service portal has made a tangible impact within their organization.
DPR Construction uses the Samanage ITSM platform to connect its employees to all their technology needs. They’ve integrated their IT asset management strategy and service desk software with other ITSM tools and applications used throughout the organization, providing a unified experience.
Watch the DPR team describe how technology contributes to an award-winning culture in their organization, and how they’ve built a strategy around technology integration with everything that all their teams use.
“Users love it because they have that interaction as opposed to emailing into the black hole. They use the service catalog to give us all the information we need. No back and forth. Job done. Happy days.”
“Samanage is nice and easy, and it’s all in one place. We can tie assets to people and locations, plus we have the entire service history on each one. That makes it very easy to track trends.”