From the course: IT Service Desk: Service Management

Service management defined

From the course: IT Service Desk: Service Management

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Service management defined

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- So what does digital transformation have to do with service management? Well, everything! As technology increases in complexity, it's vital to keep up with our customer, partner, and stakeholder needs. How do you ensure that digital transformation aligns with your current framework for a seamless customer experience? And how do you create outstanding operational performance that allows the service desk to meet desired business outcomes? Achieving these goals requires a modern service management strategy. Many organizations are quickly realizing that they can't meet the rapidly changing needs of their customers and must deploy technology better and faster than ever before. If this sounds like your organization, it's time to either implement, evolve, or optimize your service management processes. Service management is defined as an overall philosophy of planning, developing, delivering, and managing IT services that are customer focused and process driven. Service management involves transforming your organization's capabilities and resources into services that are valuable to the customer. How easily are you able to utilize your existing resources? This is where many organizations struggle and what we will assess throughout this course. Think about and document where your current challenges are. We've established why service management is important in this digital age, let's break down service management into its desired outcomes. One goal of service management is to align the rapidly evolving needs of the business and its customers. It also focuses on bringing structure and guidance to service oriented departments and improves the quality of services, ultimately with the goal of reducing the long term cost to providing service. Key points to think about as you assess and analyze your service management strategy. Make sure your service management strategy and tools fit the size and scope of the organization. Many organizations try to implement tools that are too robust and implement complex processes that may not be needed based on the structure of your organization. The best approach is to start simple and scale often. Lastly, service management is not a project with a clear beginning or ending. It's called continuous improvement for a reason, it's continuous. Your organization must be willing to change, adapt, and encourage cultural adoption.

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