ITSM: an IT service management platform

A strategic solution and set of practices, in line with the best ITIL standards

What is ITSM?

Hands typing on a laptop keyboard overlaid with icons representing IT service management processes (ITSM)

First and foremost, we are experts in digital transformation. But we also see ourselves as enablers, as supporters, as guides. We are a compass calibrated to the world of technology.

Challenges to which ITSM is responding

Frequent system failures and operating in constant “firefighting” mode

We complement ITSM systems with an infrastructure monitoring service, so that errors are caught automatically, quickly, and can be immediately started to repair them.

IT costs too high

An ITSM/ESM solution (ESM if it goes beyond IT service management) optimizes costs by, among other things, reducing work time through faster and better information flow, SLAs, performance reports - the company quickly identifies weaknesses and can improve them.

Distributed processes and services

Organizations often have fragmented IT processes, leading to inefficiencies and poor service quality.

Poor communication with inadequate case updates

Lack of acknowledgement of receipt of requests and lack of information about their status are frustrating; the ITIL practices under which we implement service management do not allow such situations.

Inefficient operation teams and long customer service times

This is a frequent challenge that companies come to us with. The processes we implement as part of ITSM are designed to streamline operations and service teams, as well as communication with customers - internal and external.

Lack of operating standards and procedures

Compiling and keeping up-to-date documentation is time-consuming, and often companies that approach us do not have well-maintained standards and operating procedures. During our pre-implementation work, we fill this gap, and share good practices related to record keeping.

Unsatisfactory quality of services provided

Just because service management is implemented in a company does not mean that it is done well and will cover the needs of service recipients. We support companies to organize their processes and implement them in such a way that they meet the best standards to guarantee high quality.

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ITIL is a published set of the best practices on how to get better at ITSM

ITIL Diagram - Service Continuity Management

Service Continuity Management

  • Service Catalogue Management
  • Service Level Management
  • Supplier Management
  • Availability Management
  • Capacity Management
  • IT Service Continuity Management (ITSCM)
  • Information Security Management

Service Strategy

  • Business Relationship Management
  • Demand Management
  • Strategy Management for IT Services
  • Financial Management for IT Services
  • Service Portfolio Management

Service Operation

  • Incident and Request Management
  • Problem Management
  • Access Management
  • Service Desk
  • Technical Management
  • IT Operations Management
  • Application Management
  • Event Management

Service Transition

ITSM implementation: from consultation to support and development

The scope of services and activities depends on the needs and goals of the client organization

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Areas that coexist with ITSM

Back office
Monitoring
Reporting
Data Warehouse
Cybersecurity

ITSM implementation related services:

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Benefits of ITSM implementation

Less IT service failures and downtime
With ITSM, IT services become available, and their ability to operate continuously (industry term: reliability) is improved. This translates into minimized downtime, which in turn increases the efficiency and productivity of infrastructure and employees.
Improving customer satisfaction
By better managing IT services, the organization delivers services that are more in line with customer expectations, which contributes to customer satisfaction.
Shorter service time
With incident and problem management processes in place, the organization will be able to respond more quickly to failures and technical problems.
Improving operational efficiency
ITSM promotes a culture of continuous improvement, meaning that the organization strives to continuously streamline, improve and develop services and processes.
Introduce standards and organize procedures
An important part of the work is to complete, organize and introduce a way to manage records, in accordance with best practices.
Financial savings
ITSM helps control operating costs, avoid wasted resources and optimize IT service expenses.
Increase competitiveness
With effective IT service management, the organization becomes more competitive in the market and responds flexibly to changes.
Faster response to changes
The ITSM model includes change management processes that enable organizations to adapt more quickly to changes in the business and technology environment

ITSM capabilities

An ITSM system is a comprehensive IT environment for managing a company's services and internal processes, which are interrelated and require the cooperation of many different teams

Key features: seamless workflow, automations, integrations between many different tools, team collaboration according to company processes.

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Partnership

Transition Technologies PSC is a partner of leaders providing ITSM solutions.

We have the highest level of partnership with the Atlassian brand. We are also a partner of the BMC brand.

AtlassianBMC

Make an appointment for a consultation

Before the meeting, prepare information such as:

  • Challenges the company would like to address with an ITSM implementation.
  • Number of end-users who will be able to submit applications.
  • Number of operators who will work on handling registered cases.

Learn more about ITSM