IT Support Is Canceled. Why You Need IT Service Management

IT Service Management

IT support isn’t dead exactly. It’s still needed, necessary and beneficial. But if you are trying to grow your businesses in an increasingly complex and risky world, IT support alone won’t do it. You need IT service management (ITSM). What is the difference? Traditional IT services are reactionary and focused on fixing problems. IT service management is proactive and works to create the infrastructure and processes your business needs to stay problem-free while best serving your team and your customers.

All technology services and devices (laptops and the applications on them, servers, printers, all software applications, even your passwords) should be included in your ITSM. It is designed to do more than manage and protect your data, it covers the complete process to  create, plan, support, deliver, implement and operate your IT technology. Not all businesses need the same type of plan/process. Accounting firms or law firms will need one type while manufacturing companies will need a completely different type of plan or process. One might need spreadsheets while another might need photos. Depending on the business and what type of data it uses, different support will be required from its ITSM. Internos provides IT service management that caters to your business needs no matter what type of business you have.

Customized IT Service Management for Your Business

The right IT service management provider considers your particular business needs and develops a plan to fulfill them.

  • Your infrastructure will be streamlined and will be delivered with the high-quality internet technology needed for your business.
  • Every application will be scrutinized within every endpoint (computer, phone, scanner, etc.) and the ITSM will take care of needed updates so you don’t have to.
  • Your company data should only be accessed by an authorized current endpoint user (staff, client, etc.) and ITSMs will assure that to be true . Your system will be purged of former employees or clients who can still get into your network because someone forgot to block their access when they left the company or ended services.
  • Cybersecurity processes and plans will be carefully scrutinized and reinforced, or replaced with ones that are safer, if necessary.
  • Breaches to your data are always possible, whether they come from natural disasters or from criminal activities. Your ITSM will give you the advice on the best type of backup to handle natural or manmade disasters affecting your data no matter the source of the breach.

ITSMs accomplish this by: 

  • Educating your staff about the technology and sticking to the process. The primary cause of breaches comes from inability of staff to recognize traps.
  • Re-educating them when circumstances dictate.
  • Building and implementing IT technology. 
  • Enforcing the right process for your company.

IT Service Management Benefits 

  • Adapts to your needs
  • Enables teams to share knowledge
  • Helps prevent breaches and plans strategies for natural disaster situations as well as criminal ones
  • Reduces risk factors
  • Reduces IT costs (scopes out redundant or obsolete assets)
  • Improves service
  • Improves customer satisfaction
  • Reduces downtime when breaches occur
  • Improves efficiency

The above benefits are obvious but there are many more day-to-day conveniences of using an ITSM. An ITSM is not just supported via a help desk or a service desk. Those are part of the service, but ITSM is much more comprehensive than that.

An ITSM handles all service requests, i.e. new equipment requests, a recurring problem or a change to the system (modifying the database by adding or removing something).

Whether your ITSM calls their help line a “service desk” or a “help desk” or another similar term, they are all essentially the same. Whether you physically call your ITSM or submit a ticket, your problem will be handled quickly and efficiently.

Your Return on Investment (ROI) Is Enhanced With an ITSM 

An ITSM improves ROI because your tools and support are standardized, integrated and consistent in your framework. It also helps:

  • Automate the processes, thereby incurring less time, effort and providing a reduced margin of error.
  • Identifies processes or steps that can be simplified or eliminated because they are  redundant or out-of-date.
  • Run cost-benefit analysis.

In summary, ITSMs oversee all workplace technology so you don’t have to: all software, all processes, all servers, all computers . . . any and all technology and technology services. The icing on the cake is that while they are doing that, costs will be reduced, leading to better service and more satisfaction from your customers. These practices all allow your business  to make adjustments that result in saving money. In other words, it’s a win win.All it takes to learn more about how IT service management can help your business is to  contact us or book a free no-obligation meeting, virtual or in person.

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Jairo Avila Internos Group Miami Author Image

Jairo Avila

Jairo is the CSO of Internos Group and a partner. As senior client manager, Jairo connects our clients’ needs to our IT services so that it all flows together. With more than 23 years of experience in the IT industry, Jairo plays an essential role helping our clients develop a technology strategy and working with the Internos team to make sure everyone can breathe a little easier.

Use our Managed Service Provider Checklist to Find the Right

Our easy-to-follow checklist can guide you through the process of the best IT services provider for your business.

Are you a first-timer to IT support? Maybe you aren’t happy with your current MSP? This checklist will help you outline and define:

  • Your business goals for the next few years.
  • The stats that potential MSPs will need to work out a plan for your company.
  • The risk areas in your backup and cyber security practice.s
  • What you expect from your IT provider.
  • And more!