How can you use ITSM tools to manage outsourced IT services?

Outsourcing IT services can help you reduce costs, access specialized skills, and focus on your core business. But it also comes with some challenges, such as managing quality, communication, and security. How can you use ITSM tools to manage outsourced IT services effectively and efficiently?

1 What are ITSM tools?

ITSM stands for IT service management, which is a set of practices and processes for delivering and supporting IT services to customers. ITSM tools are software applications that help you implement, monitor, and improve ITSM processes, such as service desk, incident management, change management, problem management, and service level management. ITSM tools can help you manage outsourced IT services by providing visibility, automation, collaboration, and integration.

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2 How to use ITSM tools for service desk?

Service desk is the single point of contact between you and your outsourced IT service provider. It is where you can request, report, and track IT issues and requests. You can use ITSM tools to create and manage service desk tickets, assign them to the right resources, escalate them if needed, and measure their resolution time and satisfaction. ITSM tools can also help you automate workflows, notifications, and approvals, as well as provide self-service options and knowledge bases for common issues.

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Krzysztof Bona

Senior Service Manager in global IT @Bayer CropScience | ITIL Ambassador | ITIL4 | DevOps | AgileSM | Citizen Developer | cross-cultural communication #DigitalHubWarsaw
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In my experience, one key activity must have happen before even to start use ITSM tools. Make sure Service Desk is collaborating in early stage of shaping and describing processes, categories etc. This helps to acquire better data in reporting as SD is able to properly assign, address and resolve issues and requests.

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3 How to use ITSM tools for incident management?

Incident management is the process of restoring normal service operation as quickly as possible after an unplanned disruption or degradation. You can use ITSM tools to detect, classify, prioritize, and resolve incidents, as well as prevent recurrence and learn from them. ITSM tools can help you manage outsourced IT services by providing incident logging, analysis, reporting, and tracking. ITSM tools can also help you integrate with other tools, such as monitoring, alerting, and configuration management, to identify root causes and impact.

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Krzysztof Bona

Senior Service Manager in global IT @Bayer CropScience | ITIL Ambassador | ITIL4 | DevOps | AgileSM | Citizen Developer | cross-cultural communication #DigitalHubWarsaw
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One thing that I found useful is that Incident Management should not be treated alone and should not only focus on itself as it relates with other processes. Sometimes people using it forgot that there are other ITSM modules which can support other areas like problem or event management.

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4 How to use ITSM tools for change management?

Change management is the process of controlling and managing changes to the IT infrastructure and services. It aims to minimize risks, errors, and disruptions, as well as ensure compliance and alignment with business objectives. You can use ITSM tools to plan, approve, implement, and review changes, as well as communicate them to the relevant stakeholders. ITSM tools can help you manage outsourced IT services by providing change request forms, workflows, calendars, and audits. ITSM tools can also help you assess the impact and risk of changes, as well as coordinate with other processes, such as incident and problem management.

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Krzysztof Bona

Senior Service Manager in global IT @Bayer CropScience | ITIL Ambassador | ITIL4 | DevOps | AgileSM | Citizen Developer | cross-cultural communication #DigitalHubWarsaw
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Great implementation of Change Management would also be focused on automation, especially automate sending relevant information to group or different stakeholders, based on their needs, customised in shape and form of information - like non IT oriented customers.

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5 How to use ITSM tools for problem management?

Problem management is the process of identifying, analyzing, and resolving the underlying causes of recurring or potential incidents. It aims to prevent or reduce the occurrence and impact of incidents, as well as improve the reliability and performance of IT services. You can use ITSM tools to record, categorize, investigate, and resolve problems, as well as document and share the solutions and workarounds. ITSM tools can help you manage outsourced IT services by providing problem logging, analysis, reporting, and tracking. ITSM tools can also help you link problems to incidents, changes, and configuration items, as well as identify trends and patterns.

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6 How to use ITSM tools for service level management?

Service level management is the process of defining, agreeing, monitoring, and reporting the quality and performance of IT services. It involves establishing service level agreements (SLAs) and service level objectives (SLOs) with your outsourced IT service provider, as well as measuring and reviewing their compliance and satisfaction. You can use ITSM tools to create and manage SLAs and SLOs, as well as collect, analyze, and report the service level data and metrics. ITSM tools can help you manage outsourced IT services by providing SLA templates, dashboards, alerts, and reports. ITSM tools can also help you identify and resolve service level breaches, as well as improve service quality and value.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Krzysztof Bona

Senior Service Manager in global IT @Bayer CropScience | ITIL Ambassador | ITIL4 | DevOps | AgileSM | Citizen Developer | cross-cultural communication #DigitalHubWarsaw
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Apart of tracking relevant KPI, SLA.. It is optimal to validate information collected in reporting over separate analysis, to be ready to trigger service improvement activities at all times.

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How can you use ITSM tools to manage outsourced IT services?

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1 What are ITSM tools?

2 How to use ITSM tools for service desk?

3 How to use ITSM tools for incident management?

4 How to use ITSM tools for change management?

5 How to use ITSM tools for problem management?

6 How to use ITSM tools for service level management?

7 Here’s what else to consider

IT Outsourcing

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How can you use ITSM tools to manage outsourced IT services?

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1 What are ITSM tools?

2 How to use ITSM tools for service desk?

3 How to use ITSM tools for incident management?

4 How to use ITSM tools for change management?

5 How to use ITSM tools for problem management?

6 How to use ITSM tools for service level management?

7 Here’s what else to consider

IT Outsourcing

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