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How IT Service Management Supports Process Improvement

Information Technology Service Management (ITSM) is the strategic design and implementation of technology to help a business meet organizational goals. ITSM experts can advise a company on improving in several areas: change management, issue resolution, problem management. However, some businesses find the greatest value of an ITSM partnership to be in process improvement.

Process improvement is a proactive endeavor, targeted at streamlining and enhancing the technology and the way that it is used in a business. However, process improvement can be challenging to implement.

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It may be difficult to balance the needs of customers with stakeholders and senior management, and it is difficult to make an organization-wide change when departments are focused on the needs of their own functional silos.

Even well-planned changes often face internal resistance from employees, and without a plan for retrieving data on key performance indicators in place, there is no way to measure the success of an improvement once it is implemented.

Effective ITSM takes these potential challenges into account during the planning stages, addressing them proactively so that they do not disrupt a process improvement during implementation.

An ITSM partner can help a company to create a high-quality, effective technology strategy, increase the return on investment in IT, provide state-of-the-art customer-facing applications, and streamline internal processes such as issue reporting and resolution.

Creating a process improvement plan involves several steps:

  • Analyze existing processes
  • Redesign the process
  • Develop an implementation plan
  • Assign resources
  • Update company goals and customer needs with constant feedback

Process improvement can be designed to meet specific organizational goals: reducing cycle time, improving quality or efficiency, eliminating waste, managing regulatory requirements, and aligning technology with organizational goals.

Once a process improvement plan is created and proven to be successful, it can be adapted and applied to other technologies throughout the organization. This can create an continuous service improvement (CSI) mentality – where all parties are committed to seeking out opportunities to improve the delivery of technology services.

When the team as a whole adopts a CSI mentality, an organization can benefit by increasing efficiencies, saving money and improving the end-user experience. An organization becomes more agile and flexible, gaining a competitive advantage.

Contact e-Core today to learn more about how your business can benefit from process improvement.