Why IT Service Management?
One of today’s most persistent challenges for IT-centric organizations is ensuring that customer-facing technologies deliver high-impact results and flawless functionality. Internally, ITSM has the capacity to ensure service requests are properly prioritized and addressed, and allow the supportive functions of IT to be delivered more effectively, increasing employee satisfaction and driving enhanced performance. For businesses that thrive on technology-driven outputs, defining service levels and developing a comprehensive ITSM strategy are critical components in achieving their service availability, productivity, and value delivery goals.
- In 74% of reported cases, IT learns about availability and performance issues when a user calls the service desk.
- 37% of individuals feel that most of their company believes IT is out of touch with the company at large.
- 88% of IT executives believe that ITSM is important to their digital transformation efforts.
- Organizations that excel in customer service both internally and externally are 29% more likely to have satisfied customers and 42% more likely to earn greater customer loyalty.
This workshop is a 4 Phase program that will provide you with the knowledge, tools, and methodology to stand up your organization’s Data Management and Governance initiative by addressing the following critical questions:
- What does our ideal future state ITSM program look like? What gaps are there between our current and future state?
- Is our ITSM implementation strategy as comprehensive as possible?
- Do we have an effective business case? What does our roadmap for the future entail?
- Understand the fundamental concepts of ITSM, ITIL, and SIAM and how to leverage practices for maximum value
- Build a structured approach to developing your organization’s ITSM capabilities
- Review ITSM tools that best fit your organization’s operations and objectives
- Develop tools to improve vendor selection efforts
- Develop the skills required to create an ITSM roadmap for your organization that focuses on lasting value