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Hello and welcome back to ITSM 101.
In previous videos, I’ve covered what IT service management is,
the benefits of IT Service Management,
and done a deeper dive
into how IT service management can help to reduce costs.
But Rome wasn’t built in a day
and the introduction of IT service management takes time, significant time.
So, with so much to do, it’s important to identify quick wins
to get maximum benefit as early as possible.
Starting with Resource Optimization,
there are a number of ways to eliminate IT waste:
Only buy what you need,
or think that you need, through formal capacity management activity
Reuse, rather than buying more,
hardware or software using asset management,
particularly for software licenses.
Your IT estate is most-likely a sea of over-provision
Reduce failed changes with better change management
Have you ever stopped to think about
how much failed changes cost your business?
Look for duplicate, underused, or even unused applications
or IT services using service portfolio management.
Then you can make Labor-Saving Changes:
Look to automate as much as possible
especially the repetitive, low-intelligence tasks
Bring in employee self-service capabilities
to allow end users to help themselves,
and probably with a better customer experience too.
Make greater use of remote resolution tools
The less time spent traveling the better
and it delivers a quicker resolution with a better customer experience again
Start to do some good old-fashioned problem management
You can stop your service desk having to waste time on repeat incidents
Then finally, instigate Ongoing Business Dialogues
They could save you money as well as improving the perceived worth of corporate IT:
Get a better understanding of IT demand,
to better understand future business requirements
and the impact on IT’s strategies and purchasing decisions.
This can be via one or all of demand management,
capacity management, service level management,
or even business relationship management.
Actively communicate IT success stories
as sadly such successes often don’t sell themselves, unlike failures.
Discuss how service level targets stack up against
the costs associated with delivering varying levels of service.
For example, a slightly lower service level target
might make a considerable IT and business saving
with a minimal impact of perceived service
If you have an ITSM question,
leave it in the comment section and I’ll try to answer it in a future video.
Subscribe to stay updated, and I’ll see you again next week. Goodbye.
Hello and welcome back to ITSM 101.
So what is ITIL?
ITIL, formerly known as the IT Infrastructure Library,
is an IT service management best practice framework.