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By Mike Alley, Service Management Principal

Today’s IT organizations face similar challenges. How do you deliver IT services that work together seamlessly, are easily managed, and enable the business to grow through digital transformation?  In other words, how do you give your organization a competitive advantage?

In many IT organizations, services have traditionally been reactive. Something goes wrong, and IT gets a call. The focus is on managing the technology.

With IT service management (ITSM), the focus shifts to delivering value-added services to users.  With the focus on managing services, IT organizations can more effectively deliver and measure their impact on business outcomes.

The primary tenets of ITSM
IT service management starts with some overarching tenets to enable digital transformation by making it easier to deploy new business services, regardless of whether they’re on site or in the cloud, or both.

  • Greater visibility with governance. IT governance provides a framework, or structure, by which companies ensure their IT functions support business strategies and objectives. With it, IT organizations focus on the performance and risk management of their IT systems and services in a manner that creates value for the organizations and ensures the intended alignment with business objectives.

    Measuring key metrics—and showing achievement against goals–is a critical part of an overall IT governance strategy and helps evaluate effectiveness and efficiency.  It also enables streamlined compliance management with a single view that helps enterprises attest to critical requirements (SOC II, HIPAA, PCI-DSS, etc.).

  • Holistic, end-to-end management. While reporting on or responding to incidents is important, understanding the status of key business services or assessing risk to them is even more critical.   This is why end-to-end management of these services is a must, regardless of the infrastructure supporting them.   In today’s world, IT or business services can be spread across infrastructure that may be on-prem, in a hybrid cloud, or both.

    Understanding the overall performance, effectiveness, and user experience of key business services is the only true way to measure the value of IT to the business.  This includes the ability to make key decisions with the understanding of the risk or impact to these services from changes or assessed vulnerabilities.

  • Foundation for automation. The automation of processes, such as infrastructure provisioning or incident response, requires consistent, accurate data and decision- making criteria. The data, including standard configurations, are held within the CMDB while decision criteria can be built into business rules within the service management platform. The more intelligence you build into your service management platform, the more you can automate day-to-day processes with consistency and accuracy.

With simplified, automated processes, human error can be minimized and even eliminated.

Why Logicalis for ITSM?
Service Management is one of the core functions of the Logicalis Extensible IT framework. These core functions provide a foundation for enabling technologies and services to work effortlessly together to help you achieve digital transformation.

Simply put, Logicalis delivers day-to-day management of deployed extensible technology and services, standardized on a service-management platform.

Logicalis has partnered with ServiceNow, a leader in the ITSM tools space and favored by customers, for six years running. Not only are we a long-term Gold Services and Gold Sales partner, we’ve developed a ServiceNow Scoping Tool, Design Documents, and Implementation Model to deliver on our promise of making it simple and making it work.

Our Managed and Cloud Services Operation Centers have used ServiceNow for our internal operations—in the US since 2011 with a global rollout in 2014. Today, ServiceNow helps deliver service-oriented IT and IT Service Desk services to our customers for an exceptional, non-disruptive consumer experience.

To date, we’ve completed more than 280 implementations in the US for over 100 customers, including global rollouts for Fortune 500 and Global 500 companies, and continue to have a high CSAT (customer satisfaction) rating.

Learn more about how Logicalis does IT service management…and how we can help your business achieve digital transformation with our extensible IT framework.