The use of “ service desk ,” by corporate IT organizations , over “ help desk ” has continued to grow – probably as ITIL adoption has also risen – such that the 2012 HDI Practices and Salary Report ( only available to HDI members ) reported that service desk ( at 32.3 %) is now more frequently used than help desk ( 26.6 %) or any other names for an IT support capability .
If you would like to read more on this , Joe the IT Guy has written more on the distinction between the two terms in his Are You An IT Help Desk Or An IT Service Desk ? blog .
Basically , ITSSM sits between service desk and the ITIL -defined ITSM process set .
Creating the Business Case for ITSM and ITIL Adoption
If you are looking to formally adopt ITSM , you might need to create a business case for the investment in new people , processes , and technology . But , importantly , this shouldn ’ t actually be a business case to adopt ITSM , or ITIL , but rather one to support a business strategy or strategies such as :
� Improved IT-business alignment with the associated benefits � Greater IT responsiveness and customer service � Increased business competitive advantage through IT enablement � Improved flexibility or agility / speed of delivery for new / changed business and IT services
The business case should also show how ITSM and ITIL can help to :
The Difference Between ITSM and Gartner ’ s ITSSM Terminology
You might also come across another related term : IT service support management ( ITSSM ). This has been created by IT research and advisory firm Gartner to define tools that support the most commonly adopted ITSM , and ITIL , processes :
“ IT service support management ( ITSSM ) tools enable IT operations organizations , specifically infrastructure and operations ( I & O ) managers , to better support the production environment . ITSSM tools automate the tasks and workflows associated with the management and delivery of quality IT services to the business .” Source : Gartner Magic Quadrant for IT Service Support Management Tools ( 25 August 2014 )
ITSSM tools provide support for :
� |
Incident management |
� |
Problem management |
� |
Change management |
� |
Service asset and configuration management |
� |
Release and deployment management |
� |
Service |
catalog management ( from the 2015 |
Magic Quadrant onwards ) |
� |
Knowledge management |
Along with many of the other ITSM solutions requirements such as :
� Improve quality through : fewer incidents and increased availability , increased business productivity , and improved customer experience and access
� Reduce the cost of IT provision through : reduced IT wastage and improved efficiency
� Deliver new or additional services through the reinvestment of IT savings
� Reduce risk and improve governance , to demonstrate compliance with internal controls and external regulations
Further Reading – Recommended ITSM Blogs
� � � �
� � �
Core ITSM – by James Finister ITSM Transition – by Greg Sanker Joe the IT Guy – by Joe the IT Guy Optimal Service Management – by Stuart Rance ServiceDesk360 SysAid Blogs The IT Skeptic – by Rob England
� Reporting and dashboards � Best practices � Integrations with other IT products .
13 itSMFI Forum Focus — September 2016