itSMFI 2016 Forum Focus - September Forum Focus ITSMFI Sept 2016 | Page 13

The use of“ service desk,” by corporate IT organizations, over“ help desk” has continued to grow – probably as ITIL adoption has also risen – such that the 2012 HDI Practices and Salary Report( only available to HDI members) reported that service desk( at 32.3 %) is now more frequently used than help desk( 26.6 %) or any other names for an IT support capability.

If you would like to read more on this, Joe the IT Guy has written more on the distinction between the two terms in his Are You An IT Help Desk Or An IT Service Desk? blog.

Basically, ITSSM sits between service desk and the ITIL-defined ITSM process set.

Creating the Business Case for ITSM and ITIL Adoption

If you are looking to formally adopt ITSM, you might need to create a business case for the investment in new people, processes, and technology. But, importantly, this shouldn’ t actually be a business case to adopt ITSM, or ITIL, but rather one to support a business strategy or strategies such as:

� Improved IT-business alignment with the associated benefits � Greater IT responsiveness and customer service � Increased business competitive advantage through IT enablement � Improved flexibility or agility / speed of delivery for new / changed business and IT services

The business case should also show how ITSM and ITIL can help to:

The Difference Between ITSM and Gartner’ s ITSSM Terminology

You might also come across another related term: IT service support management( ITSSM). This has been created by IT research and advisory firm Gartner to define tools that support the most commonly adopted ITSM, and ITIL, processes:

“ IT service support management( ITSSM) tools enable IT operations organizations, specifically infrastructure and operations( I & O) managers, to better support the production environment. ITSSM tools automate the tasks and workflows associated with the management and delivery of quality IT services to the business.” Source: Gartner Magic Quadrant for IT Service Support Management Tools( 25 August 2014)

ITSSM tools provide support for:

Along with many of the other ITSM solutions requirements such as:

� Improve quality through: fewer incidents and increased availability, increased business productivity, and improved customer experience and access

� Reduce the cost of IT provision through: reduced IT wastage and improved efficiency

� Deliver new or additional services through the reinvestment of IT savings

� Reduce risk and improve governance, to demonstrate compliance with internal controls and external regulations

Further Reading – Recommended ITSM Blogs

� � � �

� � �

Core ITSM – by James Finister ITSM Transition – by Greg Sanker Joe the IT Guy – by Joe the IT Guy Optimal Service Management – by Stuart Rance ServiceDesk360 SysAid Blogs The IT Skeptic – by Rob England

� Reporting and dashboards � Best practices � Integrations with other IT products.

13 itSMFI Forum Focus— September 2016