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5 Key Capabilities that an ITSM Platform Must Provide

By Rajesh Garg
Nov 29, 2022
4 min read

How often have you looked at your technology infrastructure and thought, “There has got to be a better way to manage this?”

Technology keeps advancing, but the tools we use to manage it often seem to lag behind. This can lead to inefficiencies and frustration on the part of both IT staff and those who rely on technology services within the organisation. IT Service Management (ITSM) is a top area which often determines employee experience and productivity.

The right ITSM platform can provide you with the capabilities you need to overcome these challenges. It can help you automate processes, improve communication and collaboration, and make it easier to track and resolve issues. In short, it can help you transform your IT service and support operations into streamlined, simplified and seamless processes.

When evaluating IT service management platforms, there are a few key capabilities that you should look for. Keep reading as we explore what those capabilities are and how they can benefit your organisation.

Reduce Operational Costs
One of the primary objectives of any ITSM platform should be reduction in operational costs. By automating processes and providing self-service options, enterprises can relieve their IT staff from repetitive manual tasks, allowing them to focus on more strategic initiatives.

In fact, the IT infrastructure and operations spending globally make up around 60% of the total IT spending, with infrastructure and operations staff making up half of all required IT staffing. This underlines the potential for cost savings through investment in an ITSM platform that is designed around the new-age digital environment.

A good ITSM platform will give you visibility into your entire operations, so you can identify areas where you can improve efficiency and cut costs. For example, you may be able to eliminate duplicate processes or consolidate vendors to get better pricing.

Improve Communication and Collaboration
Poor communication and collaboration are often at the root of many IT service and support challenges. When processes run in siloes, it’s difficult to get resolutions efficiently. A good ITSM platform will help break down those barriers by providing a central place for all communication and collaboration to take place.

It should also give you the ability to create workflows that automatically route tasks to the appropriate team or individual. This way, you can be sure that everyone is on the same page and that no one is left out of the loop.

Make it Easier to Track & Resolve Issues
An ITSM platform can also help you track and resolve issues more effectively. By providing a central repository for all tickets and incidents, you can quickly see where problems are occurring and who is working on them.

You should also look for a platform that offers robust reporting capabilities. This way, you can identify trends and spot potential problems before they cause major disruptions.

Risk-Free Implementation of IT Changes
Another important capability of an ITSM platform is the ability to make changes to your IT infrastructure without incurring risk. This is accomplished through a process known as Change Management.

With change management, you can plan and track all changes to your IT environment. This includes everything from new hardware and software deployments to simple configuration changes. By having a central place to manage all changes, you can be sure that nothing falls through the cracks.

Change management can also help you reduce the chances of disruptions by ensuring that all changes are properly tested before they’re implemented in production. This helps in ensuring that any new changes will actually improve efficiency and not cause problems down the road.

Improve Accountability within Business Functions
How often have you seen problems caused by a lack of accountability? It’s all too common in IT operations. When there’s no one responsible for a particular task or process, things can quickly go off the rails.

An ITSM platform can help improve accountability by providing clear ownership of tasks and processes. For example, you can use an ITSM platform to create a centralised knowledge base, ensuring that all information is stored at one place. Anyone who needs to access it can do so easily, and it’s easy to track changes.

In addition, it can help you track compliance with company policies and procedures. This is important for auditing purposes and can help you identify potential problems before they cause major disruptions.

How Yotta’s S-Cube Delivers All of the Above?
S-Cube is a comprehensive and fully customisable ITSM solution that can help you achieve all of the above capabilities and more. It’s designed from the ground up to be easy to use, so you can get started quickly and see results fast.

In addition, S-Cube is highly scalable, so it can grow with your business. And because it’s cloud-hosted, you can access it from anywhere in the world. S-Cube not only manages customer support services from start to finish, but also offers a wide variety of IT and helpdesk service options.

Rajesh Garg
Senior Executive Vice President & Chief Digital Officer - Head of Applications, Cybersecurity & CISO function

With a stellar record in ERP implementations in India, Rajesh leads the 360-degree growth of ERP solutions, cybersecurity solutions, application modernisation, product design and development, and consulting. He brings over 31 years of experience in technology, strategy, transformation, service delivery and assurance.

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