How ITSM processes can impact your business

ITSM always strives to provide IT services that match the needs of businesses. The full form of ITSM is IT Service Management. The focus of ITSM tools is to provide satisfactory end-user service.

What is ITSM?

ITSM is the combination of a defined set of policies, processes, and methods for delivering IT products and services. It improves and supports customer-oriented IT services.

The ITSM process helps you manage IT services. Organizations need to manage the service’s capabilities, its functionality, changes, and what happens when something goes wrong.

There are different ITSM processes that appear in different forms in other ITSM structures:

Why does your business need ITSM?

The activities of each part of your organization are aimed at providing a service, whether internal or external. Such services include, for example, providing technical support, working with customers, implementing organizational changes, and planning budgets. How your employees use these services can have a profound impact on the performance of your business as a whole.

One Atlassian Expert Aleks Yenin, the main consultant of Polontech, said that A robust ITSM process boosts employee productivity and overall satisfaction, allowing them to focus the resources they need to do a better job.

Reduce IT costs

Save money through efficient knowledge management and problem management, allowing you to solve repetitive problems, speed up solution finding, and increase employee productivity.

Improve quality serving

Customizable workflow design eliminates the need for manual action and improves interaction between teams.

Seamless communication

Optimize user communication by replacing long and inconsistent chains of email messages with processes that ensure that the necessary resources are made available to the right people.

Save time

Save your employees time and effort by avoiding double tasks, ensuring more efficient processes and eliminating unnecessary costs.

Improve business efficiency

Reduce downtime, prevent serious problems before they happen, and comply with risk management requirements both internally and externally.

Tools for managing IT processes

Jira service desk made by Polontech is a flexible ITSM solution with interoperability, designed to deliver service quickly.

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When Polontech applies Service Desk solutions and integrates ITSM processes, it helps teams deliver world-class service and allows employees to find the information they need to get support quickly.

  • Self-service portal.
  • Knowledge base confluence with support for all the unique features.
  • SLA policy to track deadlines based on time spent or category of requirements.
  • Configurable queues can be used by agents to prioritize, sort, and assign incoming requests.
  • CSAT report.

Incident management

The ability to quickly react to incidents, eliminate them and continuously form conclusions, as well as inform interested parties.

  • Use the Opsgenie service to easily manage the work schedules of multiple teams. Warning.
  • Report problem.
  • Opsgenie integrates with hundreds of the best tools for monitoring, workflow management, and collaboration.
  • Review the results of incident response.
  • Problem management
  • Minimize the impact of the incident’s consequences, document the problem and its resolution, and help dealers find the root cause of the problem.

Change management

Improve the flow of change in infrastructure and services, while reducing risk for the organization and accelerating service delivery.

  • Customizable workflow.
  • Plan to make changes.
  • Configuration management.
  • A shift schedule is integrated with the calendar.
  • Resource Management
  • The ability to connect your own resource management application to bind to resources, track them, and associate requests to resources directly in Jira Service Management.

Jira software for project management

Project management allows IT companies to maintain orderly maintenance to avoid problems like legacy systems.

Jira software be a professional project management and development tool for agile teams. The solution allows you to create user stories and tasks, plan sprints, and distribute tasks across your development team. You can use standard processes or create your own, tailored to a specific group.

  • Customizable Filters – Create your own filters using Jira Query Language (OQL).
  • Integration with Development Tools – Integrate with development tools for continuous process monitoring.
  • 3000+ Apps – Extend the capabilities of Jira Software with apps.
  • Customizable Processes – Create customizable processes with the ability to adapt to any approach to work.

Confluence for Content and Knowledge Management

Knowledge Management helps you avoid duplication of work by organizing and providing information about different types of IT products and services.

Confluence is a space for teamwork, where accumulated knowledge and the opportunity to collaborate form a single whole to achieve ambitious goals. Thanks to the solution, you can work together and organize all your work information in one place.

  • Collaborate on a project – With the help of a flexible work environment, which includes a variety of tools ranging from practical useful meeting protocols to inspiring project plans, you can can motivate groups to participate in collaboration.
  • Work Order – The ability to organize work by grouping related pages in a specially created section that only a specific user or all users have access to. Thanks to a powerful search engine and a structured tree of pages, content is easy to find and will always be at hand.
  • Contextual Feedback – Edit the page together, comment directly in the text or on the page,

Problem and risk management

A problem is the root cause of any problem. The IT organization may be able to temporarily resolve the issue, but cannot resolve the issue. This can lead to problems, so incident management is a troubleshooting method to improve service quality and productivity.

Risk management

Risk itself is the possibility of an event that is more or less likely to affect the achievement of project objectives: time, cost or quality.

this is a guidance on better risk management strategies.

Integration of ITSM . processes instruct

Here are five simple steps to implementing an ITSM process and workflow:

  1. Examine your current ITSM work and find gaps;
  2. Train, communicate and involve stakeholders in the implementation of ITSM processes;
  3. Identify critical success factors and track performance metrics and metrics;
  4. Use the right ITSM tools to automate the process;
  5. Development of feedback loops and other glass holders.

At Polontech, our experts will guide you through all the steps of ITSM process integration:


To create a new infrastructure based on Jira products.


Migrate your data and teams to Jira from any service software.


Introduce changes to the source code to expand the feature set according to your requirements.


Make Jira and Confluence work seamlessly with your existing software and corporate infrastructure.

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