Do you spend more time than necessary trying to find the information you need? Is this impacting your responses to IT and service desk queries?
There is a common misconception that IT Service Management (ITSM) and the service desk are the same thing. ITSM actually offers a much broader scope, covering a variety of IT management capabilities related to service delivery and support, with the service desk forming a part of this. To properly manage both ITSM processes and service desk issues, access to IT data is critical for helping to improve fixing times and efficiency. However, there are limitations in accessing the necessary information.
The Challenges of ITSM and Data
While the service desk manages a number of issues, teams understand the importance of having access to complete and accurate information in order to manage such issues. This is where the importance of data within ITSM and the Configuration Management Database (CMDB) becomes prominent, offering a crucial area where service desk teams can access the information needed to solve issues. Some organizations rely solely on ITSM to populate a CMDB, which can create a number of problems given the shear amount of data available.
These challenges can include:
- Lack of trust in the data: a result of manual population of the data.
- Up-to-date data: reliance on manual population and lack of automation limits accuracy.
- Lost or hidden costs: the cost of manually extracting and pulling information.
- Waste of resources: the timely manual population can take up time from numerous sources.
Integrating SAM and ITSM
The integration of Software Asset Management (SAM) and ITSM plays an important role in being able to understand the IT estate, which will significantly benefit IT managers, ITSM managers and service desk personnel. Such an integration allows for all specific attributes, such as for hardware and software, of configuration items, such as computers or printers, to be readily accessible and shared. To understand the IT estate, having hardware and software details on hand can drastically improve efficiencies and productivity and helps to enhance processes set out in ITSM, including, but not limited to, request fulfilment, software deployment and change management.
With a central point for device and software information, organizations can drastically improve processes within ITSM as well as the workload of service desk teams.
Are you considering integrating your ITSM with SAM? Download the white paper – How can SAM Integrate with ITSM? – to find out how it can improve efficiency and productivity across the service desk and business.