Seven Steps to an Effective ITSM Strategy

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Address user needs

As scary as allowing business users to request technical services on their own might be, a scarier thought is the world of “shadow IT” that enterprising users have found outside the firewall surrounding a secure and protected corporate IT environment.  Through a service catalog, IT can provide automation, workflow and orchestration and establish an approvals process consistent with the company’s IT strategy.

A successful ITSM strategy is a lot like a game of connect-the-dots.  Organizations may already have a ticketing system for incident management, for example, or perhaps the beginnings of a configuration management database (CMDB), and maybe even some cost management functions – all valid pieces of ITSM. Too often, however, they are disparate systems relying on different toolsets that are not yet integrated.  So, while organizations may have some or even all of the dots, to have a fully functioning ITSM strategy, their CIOs have to connect them together in a meaningful way.

“Many IT environments evolved over the years in response to the dictates of circumstance and short-term crises,” says Mike Alley, director of ITSM for Logicalis US.  “We are on the threshold of the day when the IT infrastructure can respond dynamically to change according to processes and parameters spelled out in advance in an effective ITSM strategy. As the pace of business and IT races faster and faster, the organizations that succeed are going to be those that use ITSM best practices to ensure that business and technology are pulling together in the same direction. Without an effective ITSM strategy in place, circumstance will continue to make your decisions for you.” 

If you want your organization's IT infrastructure to be able to respond to change according to processes and parameters spelled out in advance, then you need a solid ITSM plan.  To help, Logicalis US has identified a list of seven steps to an effective ITSM strategy.


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