Endpoint Management | System Administration

IT Service Management: 7 expert tips to take it to the next level

31. January 2024, Avatar of Kilian SchwermerKilian Schwermer

IT Service Management (ITSM) presents IT teams with multiple challenges. But admins who take a systematic approach can improve efficiency, costs and l more. Start your new ITSM year with our 7 top tips.

In short

  • IT managers can improve existing ITSM processes with automation and user self-service offerings.
  • Enterprise Service Management (ESM) extends ITSM principles to other areas of the company.
  • The rapid development of AI-powered chatbots and self-service offerings is revolutionizing ITSM. Future priorities will focus on proactive analysis of end user experiences, sustainability, cybersecurity and continuous training for IT teams.

1. Improve existing ITSM processes

The increasing pace of technology innovation demands that IT managers regularly initiate new measures for troubleshooting, reporting, inventory and other core areas. But IT teams must also constantly review and adapt existing ITSM processes. Two clear examples of that are the use of automation for update management and the increased adoption of end user self-service support options.

2. Don’t forget ESM!

ITSM itself is evolving with the integration of Enterprise Service Management (ESM). ESM means extending ITSM principles and processes to other areas of the company to promote a focus on service and efficiency. The overarching goal is to provide effective and productive digital services and processes throughout the company. One example is to simplify and streamline complex processes in various departments such as HR, marketing and sales through automation. Service-oriented practices also can improve customer experiences and help make workflows more transparent and intuitive.

3. Automation plus AI

Automation and the use of generative artificial intelligence (AI) are rapidly gaining in importance, especially for improving existing automation processes. Rapidly developing machine learning, natural language processing and other AI technologies could revolutionize ITSM in 2024. Initial trials with chatbots trained with a company’s knowledge base demonstrate significant potential for independently answering Level 1 queries.

Expanded end user self-service options also can relieve IT teams of repetitive routine tasks and benefit users with access to instant 24/7 help. For example, generative AI can reliably produce supporting code, documentation and reports.

4. Proactively analyze user experiences

Ensuring end user satisfaction is becoming crucial for the success of ITSM! Admins benefit from continuously and proactively monitoring the Digital Employee Experience (DEX) and detecting IT problems at an early stage. Compared to the traditional – and more expensive -- reactive approach to incident response, DEX enables IT teams to detect and counteract endpoint issues before they can affect users or disrupt normal operations.

Automated ticketing systems, such as those available to baramundi Management Suite customers in the EU, can improve IT productivity and enhance end user experiences by making responses to support requests faster and more targeted. For example, frequent and common queries can be quickly and automatically resolved using predefined jobs. Analyzing end user needs also makes it possible to implement and promote support measures that actually increase end user satisfaction.

5. Efficiency and sustainability

Sustainability is no longer just a buzzword. In fact, it’s becoming a requirement for many IT teams to use resources efficiently. IT admins should review and adapt their ITSM strategies and priorities in 2024 accordingly to align with their company’s sustainability goals. This includes making processes as uncomplicated as possible and reducing the number of resource-intensive tasks. Drawing on best-practice approaches can also make implementation of changed and new processes more efficient.

6. Prioritize cybersecurity

IT Security will remain a key focus in 2024. The increasing number and types of threats requires IT teams to ensure that their ITSM systems incorporate reliable security measures that protect sensitive business data and minimize potential security gaps. Identity and access management, endpoint protection and data encryption are central components. ITSM deserves particular attention because it provides an interface to the outside world. A well-established change management system is an important addition to classic support ticket workflows.

7. Stay on track: Keeping IT teams fit for action

The accelerating pace of technology innovation requires both an ongoing review of ITSM practices and regular training and upskilling for IT teams. Training courses, certifications, breaks from routine tasks and offering expert input from specialists are high-value ways to expand IT team skillsets. IT conferences and other events also give admins the ability to exchange information and ideas to help stay on top of ITSM trends and best practices.

In 2024, ITSM will be characterized by a combination of technological advances, an increased focus on the user experience and the integration of sustainability initiatives. Self-service offerings for users and continuous training for IT teams will also play a key role. The continuing development of generative AI in particular will play a decisive role in helping companies shape their ITSM operations for the future and boost productivity.

Increase ITSM efficiency

Would you like to modernize your ITSM in a fast and effective way? Get to know the baramundi Management Suite (bMS) – your “personal assistant” for efficient ITSM. Whether self-service for end users, automated ticketing or IT asset inventory, the bMS can transform your ITSM with simpler, more powerful and more user-friendly solutions.

Successful ITSM with baramundi

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