{"id":66,"date":"2016-02-02T18:33:00","date_gmt":"2016-02-02T17:33:00","guid":{"rendered":"http:\/\/himmelreich.koeln\/?p=66"},"modified":"2020-07-16T18:34:29","modified_gmt":"2020-07-16T16:34:29","slug":"shift-in-it-service-management","status":"publish","type":"post","link":"http:\/\/himmelreich.koeln\/?p=66","title":{"rendered":"SHIFT IN IT SERVICE MANAGEMENT"},"content":{"rendered":"\n

5 answers for user-focused and demand-oriented support processes<\/h2>\n\n\n\n

It is a fact that cloud computing changes the IT landscape in companies. This is especially true as the focus in IT Service Management<\/a> (ITSM) shifts away from pure IT operations related support processes. New customers of traditional IT departments are increasingly non-IT user departments. As a result of this shift, IT support processes have become user-focused and demand-oriented.<\/p>\n\n\n\n

Due to the increasing usage of standardized, automated cloud services\u2014instead of individualized IT services\u2014the traditional and operational composition of incident, problem and change management has lost its importance. Companies are now facing the challenges of transferring the cloud principle to their ITSM<\/a>.<\/p>\n\n\n\n

Since the introduction of the IT Infrastructure Library (ITIL) 30 years ago, traditional ITSM has mainly focused on incident management, problem and change management. The third version is now used by nearly all companies and is considered the de-factor standard. The focus has been on:<\/p>\n\n\n\n

  1. Incident management<\/strong> deals with the resolution of incidents<\/li>
  2. Problem management<\/strong> analyzes the causes of recurring incidents<\/li>
  3. Change management<\/strong> relates to changes in the IT landscape<\/li><\/ol>\n\n\n\n

    Hewlett Packard Enterprise has long followed a strategic approach to align the flagship service desk software<\/a>, HPE Service Manager<\/a> ITSM suite with today’s de-facto standard ITIL\u00ae. Hewlett Packard Enterprise has been an active supporter of ITIL\u00ae since 1995 and has been a leading driver in the refresh of the ITIL\u00ae Version 3. HPE consultants authored one of the five core books of the library, titled \u201cService Operation\u201d. The team also authored flow charts and the ITIL\u00ae v3 Glossary.<\/p>\n\n\n\n

    The increasing use of cloud services (private cloud, public cloud services, or a combination of both in hybrid cloud environments) sets new challenges for IT departments: They have to manage cloud services in addition to traditional on-premise infrastructures.<\/p>\n\n\n\n

    There are two types of ITSM solutions: on-premise and SaaS. You can also utilize an approach for a hybrid environment, as described in my previous blog, \u20186 Tips for a successful hybrid ITSM strategy<\/a>.<\/p>\n\n\n\n

    Two years ago, Hewlett Packard Enterprise introduced HPE Service Anywhere<\/a>, a pure SaaS service desk<\/a> as an answer to the cloud. The latest September release sets new standards. You can learn more about the September release in this blog, Jazz up your September with the newest release of HP Service Anywhere!<\/a><\/p>\n\n\n\n

    From company-focused to user-focused IT support<\/a><\/h2>\n\n\n\n

    The changing IT infrastructure requires a paradigm shift in ITSM. In addition to the above I see three other drivers at play in this scenario.  The drivers that make companies rethink their strategy are: the increasing the speed with which user departments\u2019 demand new IT services, increasing skill shortages with fewer experts who can manage the IT landscapes, and increasing cost pressures in IT. For these reasons, companies have to increasingly standardize and automate IT services.<\/p>\n\n\n\n

    In ITSM, the focus shifts from traditional IT support processes to cloud support processes. Instead of simply looking at company-focused processes for incidents, problems, changes, and maybe even configurations, other processes now have a higher priority:<\/p>\n\n\n\n

    1. Service request management:<\/strong> How are service requests and approvals processed via a self-service portal?<\/li>
    2. Service catalog management:<\/strong> How is the service catalog structured and which services are supposed to be provided?<\/li>
    3. Service level management:<\/strong> Which quality standards are used to measure the services?<\/li>
    4. Financial management<\/strong>: How are the services financed? How can financial management be used as a corrective approach to avoid the problems from employees always ordering the most cost-intensive services even though less expensive ones would be sufficient?<\/li>
    5. Knowledge management:<\/strong> Which services provide additional features, functions, and requirements? How can users retrieve the respective information?<\/li><\/ol>\n\n\n\n

      What does the above mean to your ITSM solution? How do you approach these processes from a tools perspective? Here are \u2026<\/p>\n\n\n\n

      5 answers for user-focused and demand-oriented support processes<\/a><\/h2>\n\n\n\n

      Hewlett Packard Enterprise has an answer to the questions above by integrating two products, HPE Service Manager and HPE Service Anywhere. This collaboration considers the newly focused processes or ITIL\u00ae disciplines. Additional products, such as HPE Propel, provide a comprehensive and central (aggregated) service catalog\u2014via the cloud in order to equip companies with clear priorities and added value.<\/p>\n\n\n\n

      1. Service request management<\/strong><\/p>\n\n\n\n

      A specific management module enables you to record, approve, and process service requests. A distinction is made between service requests and incidents to separate tickets with regard to evaluations and in conformity with ITIL\u00ae. Product-specific self-service portals enable users to address their requirements and obtain integrated support.<\/p>\n\n\n\n

      A service request can be a request for information, for a consultation, or for the provisioning of standardized IT services. However, the trend is clearly contrary to the traditional concept of a service request.<\/p>\n\n\n\n

      For example, the number of incidents in companies has nearly remained the same over the last few years, despite the increasing usage of complex systems with considerably more interfaces and significantly larger data volumes. One of the reasons for this stability, is the usage of more sophisticated technologies and the increased power of control tools that monitor the systems.<\/p>\n\n\n\n

      By being able to better control technology, IT services can now be provided with:<\/p>\n\n\n\n