Overview
What Is IT Service Management (ITSM) and Operations Automation?
Consistent processes and automation for IT requests, support and operations, with clear reporting.
The Need
- Requests arriving by email, phone and chat with no tracking
- Different processes at each site
- Routine tasks done by hand
The Approach
- Standardize request intake, approvals and fulfillment
- Automate repeatable operational tasks
- Measure service performance consistently
Assumptions and Dependencies
- Agreed service catalog and priorities
- Access to the ITSM platform and integrated systems
- Process owners for each service
Challenges
Challenges This Solution Helps Address
The problems that most often lead organizations to look at IT service management.
Solution Fit
Is This Solution Right for Your Organization?
Signs that IT service management is likely to help, and what to check before you start.
Business Owners
- IT service and operations leaders
- Service desk managers
- Business leaders who rely on IT services
Typical Triggers
- Growing ticket volumes
- An ITSM platform renewal or replacement
- Complaints about IT support
Environment
- Service desks, IT operations and multiple sites
- ITSM platforms and connected systems
Fit and Dependencies
- Works best with agreed processes and a service catalog
- Results depend on adoption by staff and support teams
What It Includes
What the Solution Includes
The main elements and the role each plays. The exact scope is agreed for each engagement.
How It Works
How It Works
Standardize first, then automate.
Assess
Review current processes, tickets, tools and service levels.
Design
Agree the service catalog, processes and automation priorities.
Deploy and Integrate
Configure the ITSM platform, workflows and automation.
Validate
Test processes with support teams and users.
Operate and Improve
Report on performance and automate further tasks over time.
Use Cases
Use Cases This Solution Supports
The scenarios this solution addresses. Start with the one closest to your situation.
Services
Services to Help You Implement and Operate It
The Signisys service that delivers this solution.
Technology
Platforms and Technologies
The technology areas involved. Specific platforms and partner status are confirmed per engagement.
Implementation
Planning a Successful Implementation
Points to review early, so the work is scoped accurately.
- The current ITSM platform and data
- Services and request types to include
- Approval rules and service levels
- Integration with directories and other systems
- Training for support teams and users
- Engagement model and ongoing support
Measuring Success
How to Measure Success
Example measures, not results achieved by Signisys. Agree a baseline, and keep targets separate from measured results.
Time to Resolve
How long requests and incidents take to resolve.
First-Contact Resolution
The share of issues solved at first contact.
Automated Tasks
The share of routine tasks handled automatically.
User Satisfaction
How users rate the support they receive.
Our Approach
How We Deliver This Solution
How Signisys works, from the first assessment to handover and beyond.
FAQs
Frequently Asked Questions
Common questions about IT service management.
What business problem does this solution address?
Untracked requests, inconsistent processes and manual operational work.
How does the solution work?
It standardizes request and support processes, automates routine tasks and reports on service performance.
Which environments can it support?
Service desks and IT operations across one or more sites, on common ITSM platforms.
What prerequisites should we assess?
Your current processes and tools, service catalog, approval rules and integrations.
Which services are available to implement it?
Consulting and Managed Services, covering assessment, implementation and ongoing improvement where agreed.
How do we know it is working?
Agree a baseline for measures such as time to resolve, first-Contact resolution, automated tasks and user satisfaction, and track them over time.
Streamline IT Operations
Share your objectives and current environment with Signisys to discuss the approach, requirements and next steps.