IT Service Management in 2014: One Size Does Not Fit All

Every year, organizations assess their inefficiencies and find outstanding problems from the previous year as well as determine where there is room for improvement in the next year. As 2013 has recently passed, many organizations have reviewed their previous glitches and find that their IT Service Management (ITSM) processes need to be improved.

The advancements of technologies have created opportunities for improving ITSM and more importantly finding the right ITSM solution to fit every need. The emergence of multiple types of ITSM solutions such as software as a service (SaaS) and cloud infrastructure (IaaS) have proven that there is no single solution for every company. Every organization has different goals and each one typically requires a different solution.

ITSM specialists look at 4 key factors when determining the best ITSM route for an organization, they are:

1. Organization size (i.e. small, midsize, or large enterprises)
2. Scale, complexity, and rate of change in IT environment
3. Geographical spread of the company
4. Distribution of user groups supported (field, desk-based, etc.)

These four factors can be broken down further with more thorough examination. For example, ITSM does not directly relate to the number of employees, because typically in many industries employees share their IT stations. This means that IT vendors need to look at the nature of the organization to determine the best ITSM solution for their needs.

Another factor is the level of advancement within the organization’s already established disciplines. This level of maturity plays a high factor in determining the best path of ITSM because organizations with high levels of maturity require more complex levels of service management and solutions.

Finding the optimal ITSM solution is a key goal for many organizations in 2014. The right solution can save commercial companies and government agencies bundles in their pockets and empower them with more efficient service management tools. Knowing how to assess the best type of ITSM for your organization is first step toward reaching these goals.

To read more about how to determine which ITSM solution is right for you, download the case study!