ITSM is the art of making a business run. By enabling access to information and processes, it allows organizations to accomplish important business goals and drive value. Some of the common problems faced by organizations were the additional IT expenses, lack of transparency on maintaining static systems or infrastructure with little or no emphasis on service delivery. ITSM addressed these issues in no time through a process-oriented approach that helped IT organizations play a more proactive role, align their service objectives and spending with business priorities, and finally focus their resources on maintaining service level agreements that enable the business to function.
The ITSM paradigm redefines the relationship between the business and the IT organization. IT organization is conceptualized as a service delivery organization with the business as its customers or users. The purpose of IT organization is to ensure that end users have consistent access to the services that they need to perform key business functions. ITSM is all about managing services and in most cases help in reducing costs. IT asset management will significantly shift from focusing on what a company owns to managing the technology components the business consumes. With the proliferation of cloud infrastructure, SaaS services, BYOD and more complex business models (involving ecosystems of suppliers and partners), the proportion of the overall technology environment that a company directly owns or controls is becoming insignificant compared to the overall technology footprint. As more companies recognize this change, traditional IT asset management will be replaced by a much more holistic focus on technology dependencies that are critical to business success.
The power of ITSM’s solutions and services is that it aligns perfectly with what businesses really need from their IT organizations. Every organization works differently, so there are no set ITSM implementation steps to follow—it all depends on which processes one chooses to adopt that will best meet the business needs.
Our goal with this edition is to feature such solution and service providers who are at the forefront of revolutionizing the IT Service Management space through their top-notch solutions and services. We hope this issue of the CIO Applications helps you build the partnership that your firm need to foster technologically-driven ITSM realm.
We present to you ‘Top 10 ITSM Consulting/Service Companies - 2020.’