ITSM fundamentally looks at exploring and working out problems that are reported by a geographically spread user base. It is usually Service Level Agreement (SLA) and other guidelines that help in managing these customer problems. When the activities require attention from multiple departments, this process gets even more complicated. In instances when departments use different information silos, there may be a lack of data integrity and cross functional alliance that could negatively affect the quality of service.
IT service management personnel require solutions that can offer ways to solve user-reported problems and also ensure that such information are entered into a knowledgeable base for future reference. In any IT organization, the challenge is to be prepared to address any issues in these situations. Generally these challenges can be addressed by
- Implementing an automated business process in a tool
- Sharing developments with users regarding problem resolution
- Ensuring problems if not resolved in time are escalated to ensure its full fledged resolution
- Having integrated tools in the IT ecosystem
- Offering global access
- Enabling knowledge base management
- Creating an external and internal customer database for information
It is possible to successfully implement the requires functionalities to meet these commonly faced challenges by following a comprehensive and complex business rule for investigating and resolving user problems. To maintain high quality of service, it is necessary to define and implement an automated process that can be used in a transparent manner without facing the complexity of its creation and implementation. In any organization is important to preserve the prior process versions and also preserve the ability to go back to old process versions that are based on management directives. With a task based omniprocess workflow engine, it is possible to address all these issues while the users and the management have the complete visibility to the complete problem resolution process. Also, using an omnibus technology, it is possible to integrate the existing tools and enable an event based real-time communication between the tools. Consequently, there is an improved customer satisfaction due to better customer services and there is increased data integrity and reduced data inconsistency.
It becomes necessary to create a knowledgebase entity that has resolutions of the past known errors and multiple search facilities, to leverage past problem resolution efforts. This way there is no duplication of efforts resolving a problem that has at some point in time already been resolved in the past. In instances where it is difficult to cross reference customer information, creating a consolidated and linked repository of the customer information helps. This enables all the pertinent customer information on a single repository. Choosing the appropriate ITSM solutions will offer many benefits owing to its varied functional abilities and seamlessly integrate with all the other components like Problem management, the change management process and make it ideal for enterprises.
Learn more about: - service request management & enterprise service bus architecture
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