To stay competitive, organizations need to constantly evolve and improve all aspects of their businesses. They also have to engage measurable practices to ensure that all implemented changes are cost-effective and vital for their businesses.
ITSM, or IT Service Management, is a modern approach to planning, implementing and managing IT services of an agile, service-oriented organization. The practice is business, rather than technology-centered. IT services add the most value when they are in complete alignment with the needs of an organization. Otherwise, they impede a company's ability to react to market changes, put a strain on the budget, and, ultimately, result in dissatisfied customers and lost business opportunities.
The ability to measure progress and calculate ROI of IT projects is an important part of ITSM. Without a clear idea of project costs, organizations can't plan for the future and choose projects that would add the most strategic value at the lowest cost.
Organizations interested in implementing ITSM practices can follow the ITSM guidelines presented in three frameworks:
ITIL (Information Technology Infrastructure Library) consists of five books - Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. The books are published to help organizations design, deploy, as well as measure the impact of their ITSM projects.
MOF (Microsoft Operations Framework) includes a number of guides to help design and deploy IT services in the most effective and affordable way. The guides break down the process into three phases - the Plan Phase, the Deliver Phase, and the Operate Phase.
COBIT (Control Objective for Information and Related Technology) offers guides on the ways to align IT objectives with business goals. It breaks down the process into four steps - Plan and Organize, Acquire and Implement, Deliver and Support, and Monitor and Evaluate.
ITSM frameworks are not dependent on one particular technology. The idea is to choose systems and applications that fit best the unique needs of each organization. The winning combination can include several products and services that deliver the best result at the lowest cost.
Some IT solutions can support a number of objectives of ITSM. A comprehensive infrastructure monitoring solution enables organizations to oversee in real time the performance of critical applications to ensure that all business processes are running smoothly.
Four key solutions that help deliver ITSM benefits include the following:
1. Distributed Application Monitoring
By monitoring groups of applications and processes, rather than individual components, an organization can get a better insight into its current business situation, since IT managers can instantly see how the monitored items are connected. The system can separate minor events that can wait to get fixed, from major accidents that require IT managers' immediate attention to prevent a major outage.
Notifications can be forwarded to IT managers using email, IM, or SMS, ensuring that the right individuals are alerted about any potential problems right away.
3. Historical Data Collection
Historical Data Collection allows IT managers to generate reports on past events, analyze them, and draw conclusions to prevent similar problems from happening in the future.
4. End-user Monitoring
End-user Monitoring enables IT managers to ensure that the end users are not experiencing application performance issues.
ITSM practices can help organizations create flexible and productive IT environments aligned with each organization's unique business goals. There are a lot of solutions that offer a wealth of monitoring features to enable businesses to implement some of the basic principles of ITSM straight away.
Dennis Rietvink is Co-Founder and VP of Product Management at Savision
On Wednesday, May 6th, iOS users all over the world experienced an app crash when they tried to open popular apps such as TikTok, GroupMe, Spotify, and Pinterest. How did simultaneous crashes occur across so many independent apps? What's the common thread that would cause widespread app crashes? Turns out, it was a change in behavior in the Facebook API ...
Keeping networks operational is critical for businesses to run smoothly. The Ponemon Institute estimates that the average cost of an unplanned network outage is $8,850 per minute, a staggering number. In addition to cost, a network failure has a negative effect on application efficiency and user experience ...
Nearly 3,700 people told GitLab about their DevOps journeys. Respondents shared that their roles are changing dramatically, no matter where they sit in the organization. The lines surrounding the traditional definitions of dev, sec, ops and test have blurred, and as we enter the second half of 2020, it is perhaps more important than ever for companies to understand how these roles are evolving ...
As cloud computing continues to grow, tech pros say they are increasingly prioritizing areas like hybrid infrastructure management, application performance management (APM), and security management to optimize delivery for the organizations they serve, according to SolarWinds IT Trends Report 2020: The Universal Language of IT ...
Businesses see digital experience as a growing priority and a key to their success, with execution requiring a more integrated approach across development, IT and business users, according to Digital Experiences: Where the Industry Stands ...
Fully 90% of those who use observability tooling say those tools are important to their team's software development success, including 39% who say observability tools are very important ...
As our production application systems continuously increase in complexity, the challenges of understanding, debugging, and improving them keep growing by orders of magnitude. The practice of Observability addresses both the social and the technological challenges of wrangling complexity and working toward achieving production excellence. New research shows how observable systems and practices are changing the APM landscape ...
The enforced change to working from home (WFH) has had a massive impact on businesses, not just in the way they manage their employees and IT systems. As the COVID-19 pandemic progresses, enterprise IT teams are looking to answer key questions such as: Which applications have become more critical for working from home? ...
In ancient times — February 2020 — EMA research found that more than 50% of IT leaders surveyed were considering new ITSM platforms in the near future. The future arrived with a bang as IT organizations turbo-pivoted to deliver and support unprecedented levels and types of services to a global workplace suddenly working from home ...