The
globalized business world today communicates mostly through the
electronic media with all important business data stored in digital
formats and transferred through wide telecommunication networks.
However, the growing technological innovations and demands from the
customers bring in more challenges for these forward looking
enterprises. To meet the aggressive competition and to deliver high
quality IT services enterprises go in for upgraded infrastructure.
Nevertheless they need to ensure that the services rendered meet the
efficiency standards besides providing enterprises with maximum
return on investment.
Spread
across wide geographical distances and connected through large
networks, managing an efficient IT system is a challenge that these
global enterprises face. However, with the growth of outsourcing
facilities and with large number of service providers having ventured
into the field, the global enterprises depend on the IT service
management tools of the service providers. By combining people,
process and technology, the IT
service management manages
the IT systems from a customer’s perspective. With a work flow
based global platform this facilitates enterprises to implement ITSM
processes across multiple branches and geographic locations.
Being
a web based software, the IT service management provides enterprises
with ITSM tools service request, incident management, problem and
change management through a single solution. Further, this being
accessible from any location irrespective of the time, the IT Service
Management tools are also provided as a built-in application as part
of the software
development life cycle.
The
leading service providers offer their clientele world class IT
service management tools along with the application
lifecycle management solutions.
These ITSM tools with a web-architecture framework are accessible
through the internet browsers and have multiple input methods
including word documents, emails, web portals or synchronized third
party tools in real-time mode.
The
single solution with built-in applications for ITSM works out
advantageous for both small and medium enterprise as well as large
business houses. This can be used for functional applications such
as:
*
Managing all service requests and keep the customer informed of
progress towards solutions or advising them on the work process,
the IT
Help Desk solution
*
The requirements
traceability matrix tool
ensures entity relations across in-built applications and between
service request, incidents, problems, changes and configuration
items.
*
Facilitates IT process automation.
*
The availability of HTML, dashboard and crystal reporting options
facilitates generation of various reports and documents.
Along
with IT service management tools that enhances IT performance and
monitoring, the ITSM
solutions from
the leading service provides possess the ability to integrate
internal tools as well as best-of-breed tools from third party
vendors providing a seamless business ecosystem.
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