What is the importance of ITSM

Software?
ITSM is invaluable to businesses. It enables them to see the potential of using technologies to realize

greater business opportunities.

For instance, a warehouse manager needs to utilize a supply chain platform to guarantee that shipments are

delivered and received properly. Since this tool requires technical skills, it might be difficult for non-IT

people to integrate the process seamlessly. With ITSM, processes are managed in an efficient way to help

the organization achieve its full potential. What’s more, investing in ITSM business can be a perfectly

logical solution to your organization because of the following benefits it provides:

1. Improve Efficiency

We all want to get the most of the resources that are available to us. IT
service management has various components that allow organizations
to do this. One of these is IT asset management, which can optimize the
life cycle of IT assets and find economical strategies for asset
procurement and disposition.

2. Manage Change Efficiently

Changes that are planned, tested, and communicated below par can
result in significant business or service disruption. Using ITSM change
management process ensures that your organization can implement
new changes in its IT environment in ways that limit or mitigate the risk
of damages.
ITSM’s framework for change management makes sure that resources
are allocated correctly. For example, minor changes that do not involve
release deployment can be authorized immediately, given they are low-
risk. Meanwhile, normal changes can be approved by the change
manager, although, it may possibly undergo a consultation first with a
Change Advisory Board (CAB) prior to approving a large, unfamiliar, or
emergency change.

Using ITSM in your organization allows you to manage change

effectively by focusing on standardized, repeatable, and accountable
processes. This way, IT teams are able to identify issues quickly
resulting from changes such as upgrades to networks. When this is
done correctly, downtime is brought down to a minimum – which means
more productivity for your staff.

3. Reduce Operational Costs

As ITSM aims towards standardization and efficiency, adopting it to your

organization can help you save more money and scale up your
operations easily. The automated features it offers can reduce manual
workload and the time your team spends on resolving issues.

ITSM also improves integration among divisions, which in turn leads to

better communication and sharing of information across business units.
With a clear vision of your organization’s IT capabilities, ITSM enables
you to use your resources to their best effect.

4. Ensure Accountability
Organizations perform business functions that can be divided into
different activities. There are those that yield income while others carry
out support and streamlining of core tasks. ITSM creates accountability
through the standardization of services. It implements functions like an
IT service desk that comes with formal documented processes for
delivering each type of IT service. Moreover, it also does monitoring
activities on the organization’s network and IT infrastructure to detect
breaches of company policies. ITSM gives you high visibility on the
delivery of IT services, ensuring accountability.

5. Improve Visibility into Operations

Visibility refers to the degree to which decision makers (managers and

executives) as well as staff can see what’s happening in other areas of
the business. The lack of visibility into IT in your operations can be
detrimental to your business. Adopting ITSM into your processes
ensures that your business prioritizes activities that are urgent. Itarian
helps you monitor, secure, and manage your assets directly from within
the ITSM software. Having all the data you need in one platform
reduces the complexities of delivering services to clients. Contact us
today.

An international survey of 491 firms was conducted to assess the

benefits of the IT Infrastructure Library (ITIL), the de-facto ITSM
framework, specifically on how these benefits evolve as companies
increase their adoption of the ITIL model. Also studied are the
perception of challenges of the implementation and the number of
ITIL processes implemented in relation to the progress of the
adoption of ITIL. Results indicate that as the maturity of
implementation increases, the perception of challenges decreases.
Findings also show that as the maturity of implementation
increases, the number of realized benefits increases, as well as the
number of implemented ITIL processes. Implications for
practitioners and researchers are also discussed.

GET STARTED

In the post-pandemic era, substantial responsibility for business

continuity and growth is heavily determined by the capabilities of the
organizations IT department (RF). Unfortunately previous methods
proved inadequate and victim to failure in supporting the every changing
needs of consumers of the growing market.

It is imperative that organizations implement formal IT Service

Management (ITSM) practices to further progress from advance not
only technical experts into a true service-oriented organization

The importance of adopting formal IT Service Management (ITSM)

practices is more apparent than ever before, giving IT the tools and
processes to evolve from technical experts into a true service-
oriented organization – ready to help companies chart a new way
forward in this new normal. The most widely used framework for
delivering IT Services, ITSM ensures IT runs efficiently and moves
in lockstep with business needs. 
Implementing ITSM practices creates the well-run IT Department
companies need to thrive in 2021 and beyond - infused with a
strong services mindset, true business insight, and accelerated
speed to market. 
Let’s examine how.
Organistions

Aquila Heywood adopted ITIL® in 2013 to ensure it could efficiently meet

the changing needs of the marketplace. One of the aims was to address
issues relating to the management of incidents, problems and change,
including the ability to communicate vital and relevant information to its
customers.

Aquila Heywood provides software to over 80% of the Local

Government Pension Scheme (LGPS). Its AltairTM platform administers
the pensions of millions of members across the UK and Ireland.

Sunrise IT Service Management Software,

Aquila Heywood has been able to adopt an
ITIL process-driven approach to its customer
support with a knowledge-based self-service
portal and supporting the transformation of
its business KPIs in order to meet changing
customer needs.
There have been many regulatory and legislative changes within the
pensions and insurance industry in the British Isles in recent years. The
public sector has experienced major challenges and has had to rapidly
adapt in response. As a consequence, the technology that supports the
industry has had to innovate to keep pace.

Aquila Heywood adopted ITIL  in 2013 to ensure it could efficiently meet the
®

changing needs of the marketplace. One of the aims was to address issues
relating to the management of incidents, problems and change, including the
ability to communicate vital and relevant information to its customers.

Aquila Heywood provides critical IT systems and services. Some of its

customers make 100,000 payroll payments per month, with one particular
customer making 340,000 monthly payments. Aquila Heywood’s platform
enables them to “pay the right money to the right people on the right day”.
Steve Haslam, Head of Service Operations at Aquila Heywood explains:

Aquila Heywood provides critical IT systems and services.

Some of its customers make 100,000 payroll payments per
month, with one particular customer making 340,000
monthly payments. Aquila Heywood’s platform enables
them to “pay the right money to the right people on the
right day”.
Steve Haslam, Head of Service Operations at Aquila
Heywood explains:

highly dependent rests squarely on the IT organization’s shoulders. 

By adopting the ITIL framework, and providing ITIL training

and certification to their staff, Aquila Heywood can
separate the way they manage incidents from how they
handle problems. It has also given the company a more
accurate overview of events, so that information can be fed
back into business strategy.

User groups and customers want to view real time

information about faults that affect them. Customers can
now consult a known error list, with the understanding that
Aquila Heywood is actively working on a fix for anything
listed.
Steve says:

Prior to the introduction of ITIL Aquila Heywood faced many challenges such as
ticket management. Due to the high volume of tickets, Difficultly in differentiating
between incidents and problems affected the efficiency of the business and
ultimately customer satisfaction dwindled.

If a server was down, it’s unavoidable and has to be dealt with immediately, but
software fault raised by consumers has a longer lead-time. Numerous clients were
experiencing the same problem

User groups would like to view real time information concerning faults that affect
them. It facilitate value co creation customers can now consult a known error list,
with the understanding that Aquila Heywood is actively working on a fix for
anything listed.

Errors are inevitable in any complex IT environment especially one that operates
with 2 mature applications and 60 developers across 2 sites constantly updating
along with teams working on financial calculations

Continual improvement
The company is positioned to feed lessons learned into its development and
testing activities. Having regular meetings with the testing manager helps
identify trends and prevents issues from recurring. For example, there were
historic issues within one system at the start of each new tax year; the
operations team worked with the development team to create a testing
process that ensured it couldn’t happen again, preventing the vulnerability
leaking into future releases.
Serive value chain

Aquila Heywood is committed to outstanding support through its service desk, working with its customers
to ensure that they can successfully ensure the payment of pensions worth millions of pounds every month.
As well as external customers, the service desk provides support to its company staff, including developers.
This is equally business-critical - as a software house, it is vital that staff can work productively.

Support is handled by a team based across both offices. Prior to 2013, Aquila Heywood relied on two
legacy helpdesk systems for service management, but realised that these could not support its desire to
follow ITIL best practice more closely.

Valu co creation kpi

KPIs is that they are a form of communication. As such, they abide by the same
rules and best-practices as any other form of communication. Succinct, clear and
relevant information is much more likely to be absorbed and acted upon.