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The processes the IT department was using for service and asset management, for troubleshooting ticket management, and for employee onboarding and access provisioning were disjointed and very manual. BBAM was dependent on email, Excel spreadsheets, and manual uploading of forms for all its IT services.<br />\r\nFor asset management, even the number of hardware assets could not be known without physical observation. Naturally, with offices all over the world and a limited IT staff, this made change control an especially daunting challenge.<br />\r\nThe result was a complex series of separate, siloed elements in workflows involving multiple departments, which was extremely inefficient and time-consuming. The decentralization made it difficult to search the audit trails required for certain control processes, which meant that providing needed audit information was time-consuming and not easily repeatable.<br />\r\nAnother weakness in the decentralized processes the IT department depended on was evident in reporting and analytics. All key metrics in the IT department had to be manually compiled for reporting to the leadership team, which took a relatively long time and lacked insights on trends or patterns that might assist with capacity planning (when and why there are spikes in tickets, etc.).<br /><br /><span style=\"font-weight: bold; \">A vendor of digital transformation</span><br />\r\nSeeking to scale and to build infrastructure to support BBAM’s growth, the IT team decided to embark on a back- office digital transformation journey. They determined that a comprehensive service management solution would best meet its needs. Primarily, they sought to:\r\n<ul><li>Automate service desk ticketing, problem management, change management, and release management</li></ul>\r\n<ul><li>Centralize and improve asset tracking and management</li></ul>\r\n<ul><li>Enable more self-service to ease pressure on the service desk</li></ul>\r\n<ul><li>Build a common knowledge base for end users and the IT service staff</li></ul>\r\nThe vendor discovery process began in May 2018. According to Teresa Eng, Senior Business Technology Analyst at BBAM, SysAid stood out from the competition in both product capabilities and customer support. The solution’s customization and automation capabilities uniquely met the company’s needs, while the assistance and follow- through of the SysAid Professional Services team and Account Managers made taking advantage of those capabilities as easy as possible.<br /><br /><span style=\"font-weight: bold; \">People, process, and technology</span>\r\nThe IT department decided it would begin promoting a digital culture shift by implementing the SysAid solution for a range of common service management activities:\r\n<ul><li>Service desk support ticketing</li></ul>\r\n<ul><li>Personnel offboarding (comprehensive de-provisioning cycle)</li></ul>\r\n<ul><li>The self-service portal</li></ul>\r\n<ul><li>Knowledge base</li></ul>\r\n<ul><li>New hire onboarding (comprehensive provisioning cycle)</li></ul>\r\n<ul><li>Asset recording, management, retirement lifecycles</li></ul>\r\n<ul><li>Advanced Reporting</li></ul>\r\n<span style=\"font-style: italic; \">“This project was truly the embodiment of people, process, and technology coming together for this digital transformation.”</span>- Teresa Eng, Senior Business Technology Analyst<br />\r\nTo encourage a transition to the self-service portal, the IT team held multiple meetings and role-specific scenario- based training, including the use of templates designed for onboarding. Team sites were created to centralize access to all key informational materials, such as instructional videos from SysAid, process flows, and knowledge base links (allowing effective self-service search).<br />\r\nOverall, it took about a month for all employees to be fully trained. The self-service portal and deployment of the templates provided common ground for user adoption, as the portal is the primary method for submitting tickets.<br /><br /><span style=\"font-weight: bold; \">Streamlining new hire onboarding and employee offboarding</span><br />\r\nFor new hire onboarding and offboarding, SysAid workflows incorporate all credentialing, asset and access provisioning processes, as well as including the relevant managers and HR personnel as needed. This helps to get new hires onboarded quicker and productive from day one. Throughout these processes, all required audit trails are tracked and recorded in SysAid, to ensure full compliance.<span style=\"font-weight: bold; \"></span>\r\n<span style=\"font-weight: bold; \">Asset management</span><br />\r\nBBAM’s asset management lifecycle is fully managed in SysAid, with both tracking and customizations to manage assets in different locations at any point in time.<span style=\"font-weight: bold; \"></span>\r\n<span style=\"font-weight: bold; \">Knowledge base</span><br />\r\nSysAid has allowed BBAM to build up a knowledge base to cross-train employees. The knowledge base is open to uploading media and documentation by authorized stakeholders in predefined categories, making independent learning and coaching easier and faster.<span style=\"font-weight: bold; \"></span>\r\n<span style=\"font-weight: bold; \">Customized reports</span><br />\r\nWith SysAid’s flexible reporting capabilities, the IT department is able to produce monthly customized reports on:\r\n<ul><li>Changes to assets used by the company</li></ul>\r\n<ul><li>Ticket volumes, indicating how many were opened and where they stand, divided by category</li></ul>\r\n<ul><li>New hires, divided by department</li></ul>\r\nThese reports centralize frequently needed&nbsp; information for easy access, use and review, as well as providing BBAM new insights into aspects of IT performance.<br />\r\n<span style=\"font-weight: bold;\">Communication is key</span><br />\r\nThe BBAM team sees SysAid adoption as dependent on building relationships within the company, listening to personnel in the field and learning what their needs are. To this end, the<br />IT team send out surveys to gather employee feedback and collect data regarding potential future improvements.<br />And as suggestions for further streamlining come in from end-users, the IT team leverages SysAid’s flexibility to tweak workflows accordingly.<br /><span style=\"font-weight: bold; \"></span>\r\n<span style=\"font-weight: bold; \">The results are felt across the board</span><br />\r\nSysAid went live in October 2018, with the impact rapidly felt across the entire business.<br />As of 2019, about one quarter of the tickets handled by BBAM’s service desk are for application support, 45% are for desktop support, and the remaining third are for personnel support (e.g., onboarding, offboarding). The process of onboarding has also seen dramatic changes, with the process originally taking up to one month – with a lot of in-house communications and manual steps – to a total of just one or two days.<br />\r\nTeresa said that SysAid has made BBAM’s service management far more efficient, calling the solution “a gamechanger.”<br />\r\nThe impact of SysAid among end users includes greater visibility into the progress of IT support and resolution processes, more communication with peers and IT teams, and improved engagement with knowledge base content (organized by issue and incident).<br />Teresa believes the use of SysAid will continue to pay dividends across the organization, making an even greater impact as BBAM embarks on future growth.<br />\r\n<span style=\"font-weight: bold;\">‘Going digital is not the end of a journey, but the beginning’</span><br />\r\nIn the near term, the company will be focusing on greater system integration, more process automations, and additional customized reporting. 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Plus benefit from SysAid Password Services, SysAid Remote Control, and SysAid Mobile App.<br />\r\n<span style=\"font-weight: bold;\">Help with ITIL Adoption</span><br />SysAid offers ITIL best practice process support for incident, request, problem, change, and service level management, plus a CMDB.<br />\r\n<span style=\"font-weight: bold;\">An Employee or Customer Self-Service Portal</span><br />Allow end users to submit tickets, chat, track their incident or service request history, and use the integrated knowledge base.<br />\r\n<span style=\"font-weight: bold;\">Asset Management</span><br />Gain control over your IT assets. Discover and track hardware, software, and mobile assets. 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ITSM is focused on aligning IT processes and services with business objectives to help an organization grow.\r\nITSM positions IT services as the key means of delivering and obtaining value, where an internal or external IT service provider works with business customers, at the same time taking responsibility for the associated costs and risks. ITSM works across the whole lifecycle of a service, from the original strategy, through design, transition and into live operation.\r\nTo ensure sustainable quality of IT services, ITSM establishes a set of practices, or processes, constituting a service management system. There are industrial, national and international standards for IT service management solutions, setting up requirements and good practices for the management system. \r\nITSM system is based on a set of principles, such as focusing on value and continual improvement. It is not just a set of processes – it is a cultural mindset to ensure that the desired outcome for the business is achieved. \r\n<span style=\"font-weight: bold; \">ITIL (IT Infrastructure Library)</span> is a framework of best practices and recommendations for managing an organization's IT operations and services. IT service management processes, when built based on the ITIL framework, pave the way for better IT service operations management and improved business. To summarize, ITIL is a set of guidelines for effective IT service management best practices. ITIL has evolved beyond the delivery of services to providing end-to-end value delivery. The focus is now on the co-creation of value through service relationships. \r\n<p class=\"align-center\"><span style=\"font-weight: bold; \">ITSM processes typically include five stages, all based on the ITIL framework:</span></p>\r\n<span style=\"font-weight: bold; \">ITSM strategy.</span> This stage forms the foundation or the framework of an organization's ITSM process building. It involves defining the services that the organization will offer, strategically planning processes, and recognizing and developing the required assets to keep processes moving. \r\n<span style=\"font-weight: bold; \">Service design.</span> This stage's main aim is planning and designing the IT services the organization offers to meet business demands. It involves creating and designing new services as well as assessing current services and making relevant improvements.\r\n<span style=\"font-weight: bold; \">Service transition.</span> Once the designs for IT services and their processes have been finalized, it's important to build them and test them out to ensure that processes flow. IT teams need to ensure that the designs don't disrupt services in any way, especially when existing IT service processes are upgraded or redesigned. This calls for change management, evaluation, and risk management. \r\n<span style=\"font-weight: bold; \">Service operation. </span>This phase involves implementing the tried and tested new or modified designs in a live environment. While in this stage, the processes have already been tested and the issues fixed, but new processes are bound to have hiccups—especially when customers start using the services. \r\n<span style=\"font-weight: bold;\">Continual service improvement (CSI).</span> Implementing IT processes successfully shouldn't be the final stage in any organization. There's always room for improvement and new development based on issues that pop up, customer needs and demands, and user feedback.\r\n\r\n","materialsDescription":"<h1 class=\"align-center\">Benefits of efficient ITSM processes</h1>\r\nIrrespective of the size of business, every organization is involved in IT service management in some way. ITSM ensures that incidents, service requests, problems, changes, and IT assets—in addition to other aspects of IT services—are managed in a streamlined way.\r\nIT teams in your organization can employ various workflows and best practices in ITSM, as outlined in ITIL. Effective IT service management can have positive effects on an IT organization's overall function.\r\nHere are the 10 key benefits of ITSM:\r\n<ul><li>&nbsp;&nbsp;&nbsp; Lower costs for IT operations</li><li>&nbsp;&nbsp;&nbsp; Higher returns on IT investments</li><li>&nbsp;&nbsp;&nbsp; Minimal service outages</li><li>&nbsp;&nbsp;&nbsp; Ability to establish well-defined, repeatable, and manageable IT processes</li><li>&nbsp;&nbsp;&nbsp; Efficient analysis of IT problems to reduce repeat incidents</li><li>&nbsp;&nbsp;&nbsp; Improved efficiency of IT help desk teams</li><li>&nbsp;&nbsp;&nbsp; Well-defined roles and responsibilities</li><li>&nbsp;&nbsp;&nbsp; Clear expectations on service levels and service availability</li><li>&nbsp;&nbsp;&nbsp; Risk-free implementation of IT changes</li><li>&nbsp;&nbsp;&nbsp; Better transparency into IT processes and services</li></ul>\r\n<h1 class=\"align-center\">How to choose an ITSM tool?</h1>\r\nWith a competent IT service management goal in mind, it's important to invest in a service desk solution that caters to your business needs. It goes without saying, with more than 150 service desk tools to choose from, selecting the right one is easier said than done. Here are a few things to keep in mind when choosing an ITSM products:\r\n<span style=\"font-weight: bold; \">Identify key processes and their dependencies. </span>Based on business goals, decide which key ITSM processes need to be implemented and chart out the integrations that need to be established to achieve those goals. \r\n<span style=\"font-weight: bold; \">Consult with ITSM experts.</span> Participate in business expos, webinars, demos, etc., and educate yourself about the various options that are available in the market. Reports from expert analysts such as Gartner and Forrester are particularly useful as they include reviews of almost every solution, ranked based on multiple criteria.\r\n<span style=\"font-weight: bold; \">Choose a deployment option.</span> Every business has a different IT infrastructure model. Selecting an on-premises or software as a service (SaaS IT service management) tool depends on whether your business prefers to host its applications and data on its own servers or use a public or private cloud.\r\n<span style=\"font-weight: bold; \">Plan ahead for the future.</span> Although it's important to consider the &quot;needs&quot; primarily, you shouldn't rule out the secondary or luxury capabilities. If the ITSM tool doesn't have the potential to adapt to your needs as your organization grows, it can pull you back from progressing. Draw a clear picture of where your business is headed and choose an service ITSM that is flexible and technology-driven.\r\n<span style=\"font-weight: bold;\">Don't stop with the capabilities of the ITSM tool.</span> It might be tempting to assess an ITSM tool based on its capabilities and features but it's important to evaluate the vendor of the tool. 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It is not just a set of processes – it is a cultural mindset to ensure that the desired outcome for the business is achieved. \r\n<span style=\"font-weight: bold; \">ITIL (IT Infrastructure Library)</span> is a framework of best practices and recommendations for managing an organization's IT operations and services. IT service management processes, when built based on the ITIL framework, pave the way for better IT service operations management and improved business. To summarize, ITIL is a set of guidelines for effective IT service management best practices. ITIL has evolved beyond the delivery of services to providing end-to-end value delivery. The focus is now on the co-creation of value through service relationships. \r\n<p class=\"align-center\"><span style=\"font-weight: bold; \">ITSM processes typically include five stages, all based on the ITIL framework:</span></p>\r\n<span style=\"font-weight: bold; \">ITSM strategy.</span> This stage forms the foundation or the framework of an organization's ITSM process building. It involves defining the services that the organization will offer, strategically planning processes, and recognizing and developing the required assets to keep processes moving. \r\n<span style=\"font-weight: bold; \">Service design.</span> This stage's main aim is planning and designing the IT services the organization offers to meet business demands. It involves creating and designing new services as well as assessing current services and making relevant improvements.\r\n<span style=\"font-weight: bold; \">Service transition.</span> Once the designs for IT services and their processes have been finalized, it's important to build them and test them out to ensure that processes flow. IT teams need to ensure that the designs don't disrupt services in any way, especially when existing IT service processes are upgraded or redesigned. This calls for change management, evaluation, and risk management. \r\n<span style=\"font-weight: bold; \">Service operation. </span>This phase involves implementing the tried and tested new or modified designs in a live environment. While in this stage, the processes have already been tested and the issues fixed, but new processes are bound to have hiccups—especially when customers start using the services. \r\n<span style=\"font-weight: bold;\">Continual service improvement (CSI).</span> Implementing IT processes successfully shouldn't be the final stage in any organization. There's always room for improvement and new development based on issues that pop up, customer needs and demands, and user feedback.\r\n\r\n","materialsDescription":"<h1 class=\"align-center\">Benefits of efficient ITSM processes</h1>\r\nIrrespective of the size of business, every organization is involved in IT service management in some way. ITSM ensures that incidents, service requests, problems, changes, and IT assets—in addition to other aspects of IT services—are managed in a streamlined way.\r\nIT teams in your organization can employ various workflows and best practices in ITSM, as outlined in ITIL. Effective IT service management can have positive effects on an IT organization's overall function.\r\nHere are the 10 key benefits of ITSM:\r\n<ul><li>&nbsp;&nbsp;&nbsp; Lower costs for IT operations</li><li>&nbsp;&nbsp;&nbsp; Higher returns on IT investments</li><li>&nbsp;&nbsp;&nbsp; Minimal service outages</li><li>&nbsp;&nbsp;&nbsp; Ability to establish well-defined, repeatable, and manageable IT processes</li><li>&nbsp;&nbsp;&nbsp; Efficient analysis of IT problems to reduce repeat incidents</li><li>&nbsp;&nbsp;&nbsp; Improved efficiency of IT help desk teams</li><li>&nbsp;&nbsp;&nbsp; Well-defined roles and responsibilities</li><li>&nbsp;&nbsp;&nbsp; Clear expectations on service levels and service availability</li><li>&nbsp;&nbsp;&nbsp; Risk-free implementation of IT changes</li><li>&nbsp;&nbsp;&nbsp; Better transparency into IT processes and services</li></ul>\r\n<h1 class=\"align-center\">How to choose an ITSM tool?</h1>\r\nWith a competent IT service management goal in mind, it's important to invest in a service desk solution that caters to your business needs. It goes without saying, with more than 150 service desk tools to choose from, selecting the right one is easier said than done. Here are a few things to keep in mind when choosing an ITSM products:\r\n<span style=\"font-weight: bold; \">Identify key processes and their dependencies. </span>Based on business goals, decide which key ITSM processes need to be implemented and chart out the integrations that need to be established to achieve those goals. \r\n<span style=\"font-weight: bold; \">Consult with ITSM experts.</span> Participate in business expos, webinars, demos, etc., and educate yourself about the various options that are available in the market. Reports from expert analysts such as Gartner and Forrester are particularly useful as they include reviews of almost every solution, ranked based on multiple criteria.\r\n<span style=\"font-weight: bold; \">Choose a deployment option.</span> Every business has a different IT infrastructure model. Selecting an on-premises or software as a service (SaaS IT service management) tool depends on whether your business prefers to host its applications and data on its own servers or use a public or private cloud.\r\n<span style=\"font-weight: bold; \">Plan ahead for the future.</span> Although it's important to consider the &quot;needs&quot; primarily, you shouldn't rule out the secondary or luxury capabilities. If the ITSM tool doesn't have the potential to adapt to your needs as your organization grows, it can pull you back from progressing. Draw a clear picture of where your business is headed and choose an service ITSM that is flexible and technology-driven.\r\n<span style=\"font-weight: bold;\">Don't stop with the capabilities of the ITSM tool.</span> It might be tempting to assess an ITSM tool based on its capabilities and features but it's important to evaluate the vendor of the tool. A good IT support team, and a vendor that is endorsed for their customer-vendor relationship can take your IT services far. Check Gartner's magic quadrant and other analyst reports, along with product and support reviews to ensure that the said tool provides good customer support.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon_ITSM.png"}],"additionalInfo":{"budgetNotExceeded":"-1","functionallyTaskAssignment":"-1","projectWasPut":"-1","price":0,"source":{"url":"https://www.sysaid.com/customers/bbam-case-study","title":"Web-site of vendor"}},"comments":[],"referencesCount":0},{"id":1247,"title":"SysAid ITSM for Microdrones","description":" <span style=\"font-weight: bold;\">From flying solo to flying as a global team</span>\r\nWith offices around the world, Microdrones did not have&nbsp; a centralized IT system. Instead, much of the support was siloed, ad-hoc, and segregated by area or industry served.\r\nIn effect, the IT department did not have an incident management system, nor an asset management system. The leadership team was therefore:\r\n<ul><li>Unaware of any chronic problems</li></ul>\r\n<ul><li>Uninformed of which areas required more attention from support</li></ul>\r\n<ul><li>Unsure of what the workload was like</li></ul>\r\n<ul><li>Unable to see trends and patterns in end employee requests</li></ul>\r\nWithout organized asset management, the IT department lacked a clear idea of the PCs, servers, software, and hardware in use globally by all Microdrones personnel. This was the primary challenge in monitoring asset and software performance across the globe, which cost the company a lot of time and money.\r\n<span style=\"font-style: italic;\">“With SysAid, we gained a clear picture of all our company computers and took corrective<br />actions where necessary. Many employees went from being disappointed with the IT support to being extremely satisfied with our service.”</span>Mircea Pacurariu, Global IT Manager for Microdrones<br /><br /><span style=\"font-weight: bold;\">Getting a clear view during digital transformation</span>\r\nAs a provider of bleeding edge technology, Microdrones always seeks to integrate technology into all areas of the business, automating operations, and delivering greater value to customers.\r\nFrom an IT standpoint, SysAid was a catalyst in that effort, providing Microdrones with an accurate, global perspective through IT service management (ITSM) with built-in asset management. Mircea Pacurariu, Global IT Manager for Microdrones, summarized his company’s experience with SysAid in just a few select words: <span style=\"font-style: italic;\">“SysAid is exactly what we needed at a pivotal moment in our company’s new digitization strategy and rapid global expansion.”</span>\r\nThe first step the IT team took with SysAid was to make&nbsp;&nbsp;&nbsp; a list of the company’s assets worldwide. The resulting snapshot was clear and complete, allowing the company to identify which assets were outdated, which needed replacement, and which needed upgrading. From a&nbsp; single, central dashboard, the IT team ensured every Microdrones office and business team had what they needed.\r\nIn addition to the static information, SysAid made continuing global asset monitoring and management possible for the first time. Currently, the Microdrones IT department is using SysAid for managing the company’s servers and workstations across its global digital<br />infrastructure.<br /><br /><span style=\"font-weight: bold;\">Better asset management for improved performance</span>\r\nWith SysAid revealing the status, location, and ongoing use of all Microdrones’ digital assets, this led to immediate and sustained improvements in enterprise operations:\r\n<ul><li>Everybody has updated, working servers and workstations at all times.</li></ul>\r\n<ul><li>The number of incidents regarding asset performance issues were drastically reduced.</li></ul>\r\n<ul><li>Wait times for asset upgrades or replacements have been slashed.</li></ul>\r\n<ul><li>End-user satisfaction significantly improved across the company</li></ul>\r\n<br /><span style=\"font-weight: bold;\">Set to roll out more SysAid features</span>\r\nIn light of the company’s success with SysAid, Microdrones is planning to implement additional features going forward. These include the self-service portal to help end users submit incidents, which will streamline enterprise operations even further. The IT team is also in the process of configuring SysAid’s reporting and analytics for their specific needs, such as gaining insight into asset depreciation trends and the like.<br />In addition, Microdrones will be extending asset management to include additional network equipment, printers, and cellphones in use by their business and sales teams. More generally, these SysAid upgrades will be part of an ongoing digital transformation. The company will be centralizing management of new equipment, upgrading network-facing firewalls for consistency across all company locations, and more.","alias":"sysaid-itsm-for-microdrones","roi":0,"seo":{"title":"SysAid ITSM for Microdrones","keywords":"","description":" <span style=\"font-weight: bold;\">From flying solo to flying as a global team</span>\r\nWith offices around the world, Microdrones did not have&nbsp; a centralized IT system. Instead, much of the support was siloed, ad-hoc, and segregated by area or industry ser","og:title":"SysAid ITSM for Microdrones","og:description":" <span style=\"font-weight: bold;\">From flying solo to flying as a global team</span>\r\nWith offices around the world, Microdrones did not have&nbsp; a centralized IT system. Instead, much of the support was siloed, ad-hoc, and segregated by area or industry ser"},"deal_info":"","user":{"id":8922,"title":"Microdrones","logoURL":"https://old.roi4cio.com/uploads/roi/company/microdrones-logo.jpg","alias":"microdrones","address":"","roles":[],"description":" Microdrones was founded in Germany in 2005, with the launch of groundbreaking and reliable unmanned aerial vehicles. As the pioneer of quadcopter drones for professional applications, the heritage of German engineering is a part of every solution they create. The company has sold UAVs for professional applications worldwide, spanning Europe, Asia, Russia and North America. By integrating the most capable and reliable UAV platform with the latest knowledge in sensors, photogrammetry, photography software, workflow and data interpretation technology, the rapidly expanding company is positioned to serve new geographic and vertical markets worldwide. <br />Source: https://www.linkedin.com/company/microdrones-gmbh/about/","companyTypes":[],"products":{},"vendoredProductsCount":0,"suppliedProductsCount":0,"supplierImplementations":[],"vendorImplementations":[],"userImplementations":[],"userImplementationsCount":1,"supplierImplementationsCount":0,"vendorImplementationsCount":0,"vendorPartnersCount":0,"supplierPartnersCount":0,"b4r":0,"categories":{},"companyUrl":"http://www.microdrones.com/","countryCodes":[],"certifications":[],"isSeller":false,"isSupplier":false,"isVendor":false,"presenterCodeLng":"","seo":{"title":"Microdrones","keywords":"","description":" Microdrones was founded in Germany in 2005, with the launch of groundbreaking and reliable unmanned aerial vehicles. 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The focus is now on the co-creation of value through service relationships. \r\n<p class=\"align-center\"><span style=\"font-weight: bold; \">ITSM processes typically include five stages, all based on the ITIL framework:</span></p>\r\n<span style=\"font-weight: bold; \">ITSM strategy.</span> This stage forms the foundation or the framework of an organization's ITSM process building. It involves defining the services that the organization will offer, strategically planning processes, and recognizing and developing the required assets to keep processes moving. \r\n<span style=\"font-weight: bold; \">Service design.</span> This stage's main aim is planning and designing the IT services the organization offers to meet business demands. It involves creating and designing new services as well as assessing current services and making relevant improvements.\r\n<span style=\"font-weight: bold; \">Service transition.</span> Once the designs for IT services and their processes have been finalized, it's important to build them and test them out to ensure that processes flow. IT teams need to ensure that the designs don't disrupt services in any way, especially when existing IT service processes are upgraded or redesigned. This calls for change management, evaluation, and risk management. \r\n<span style=\"font-weight: bold; \">Service operation. </span>This phase involves implementing the tried and tested new or modified designs in a live environment. 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Effective IT service management can have positive effects on an IT organization's overall function.\r\nHere are the 10 key benefits of ITSM:\r\n<ul><li>&nbsp;&nbsp;&nbsp; Lower costs for IT operations</li><li>&nbsp;&nbsp;&nbsp; Higher returns on IT investments</li><li>&nbsp;&nbsp;&nbsp; Minimal service outages</li><li>&nbsp;&nbsp;&nbsp; Ability to establish well-defined, repeatable, and manageable IT processes</li><li>&nbsp;&nbsp;&nbsp; Efficient analysis of IT problems to reduce repeat incidents</li><li>&nbsp;&nbsp;&nbsp; Improved efficiency of IT help desk teams</li><li>&nbsp;&nbsp;&nbsp; Well-defined roles and responsibilities</li><li>&nbsp;&nbsp;&nbsp; Clear expectations on service levels and service availability</li><li>&nbsp;&nbsp;&nbsp; Risk-free implementation of IT changes</li><li>&nbsp;&nbsp;&nbsp; Better transparency into IT processes and services</li></ul>\r\n<h1 class=\"align-center\">How to choose an ITSM tool?</h1>\r\nWith a competent IT service management goal in mind, it's important to invest in a service desk solution that caters to your business needs. It goes without saying, with more than 150 service desk tools to choose from, selecting the right one is easier said than done. Here are a few things to keep in mind when choosing an ITSM products:\r\n<span style=\"font-weight: bold; \">Identify key processes and their dependencies. </span>Based on business goals, decide which key ITSM processes need to be implemented and chart out the integrations that need to be established to achieve those goals. \r\n<span style=\"font-weight: bold; \">Consult with ITSM experts.</span> Participate in business expos, webinars, demos, etc., and educate yourself about the various options that are available in the market. Reports from expert analysts such as Gartner and Forrester are particularly useful as they include reviews of almost every solution, ranked based on multiple criteria.\r\n<span style=\"font-weight: bold; \">Choose a deployment option.</span> Every business has a different IT infrastructure model. Selecting an on-premises or software as a service (SaaS IT service management) tool depends on whether your business prefers to host its applications and data on its own servers or use a public or private cloud.\r\n<span style=\"font-weight: bold; \">Plan ahead for the future.</span> Although it's important to consider the &quot;needs&quot; primarily, you shouldn't rule out the secondary or luxury capabilities. If the ITSM tool doesn't have the potential to adapt to your needs as your organization grows, it can pull you back from progressing. Draw a clear picture of where your business is headed and choose an service ITSM that is flexible and technology-driven.\r\n<span style=\"font-weight: bold;\">Don't stop with the capabilities of the ITSM tool.</span> It might be tempting to assess an ITSM tool based on its capabilities and features but it's important to evaluate the vendor of the tool. 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Effective IT service management can have positive effects on an IT organization's overall function.\r\nHere are the 10 key benefits of ITSM:\r\n<ul><li>&nbsp;&nbsp;&nbsp; Lower costs for IT operations</li><li>&nbsp;&nbsp;&nbsp; Higher returns on IT investments</li><li>&nbsp;&nbsp;&nbsp; Minimal service outages</li><li>&nbsp;&nbsp;&nbsp; Ability to establish well-defined, repeatable, and manageable IT processes</li><li>&nbsp;&nbsp;&nbsp; Efficient analysis of IT problems to reduce repeat incidents</li><li>&nbsp;&nbsp;&nbsp; Improved efficiency of IT help desk teams</li><li>&nbsp;&nbsp;&nbsp; Well-defined roles and responsibilities</li><li>&nbsp;&nbsp;&nbsp; Clear expectations on service levels and service availability</li><li>&nbsp;&nbsp;&nbsp; Risk-free implementation of IT changes</li><li>&nbsp;&nbsp;&nbsp; Better transparency into IT processes and services</li></ul>\r\n<h1 class=\"align-center\">How to choose an ITSM tool?</h1>\r\nWith a competent IT service management goal in mind, it's important to invest in a service desk solution that caters to your business needs. It goes without saying, with more than 150 service desk tools to choose from, selecting the right one is easier said than done. Here are a few things to keep in mind when choosing an ITSM products:\r\n<span style=\"font-weight: bold; \">Identify key processes and their dependencies. </span>Based on business goals, decide which key ITSM processes need to be implemented and chart out the integrations that need to be established to achieve those goals. \r\n<span style=\"font-weight: bold; \">Consult with ITSM experts.</span> Participate in business expos, webinars, demos, etc., and educate yourself about the various options that are available in the market. Reports from expert analysts such as Gartner and Forrester are particularly useful as they include reviews of almost every solution, ranked based on multiple criteria.\r\n<span style=\"font-weight: bold; \">Choose a deployment option.</span> Every business has a different IT infrastructure model. 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A good IT support team, and a vendor that is endorsed for their customer-vendor relationship can take your IT services far. Check Gartner's magic quadrant and other analyst reports, along with product and support reviews to ensure that the said tool provides good customer support.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon_ITSM.png"}],"additionalInfo":{"budgetNotExceeded":"-1","functionallyTaskAssignment":"-1","projectWasPut":"-1","price":0,"source":{"url":"https://www.sysaid.com/customers/microdrones-case-study","title":"Web-site of vendor"}},"comments":[],"referencesCount":0},{"id":1245,"title":"SysAid ITSM for Sintec Consulting","description":"<span style=\"font-weight: bold;\">Need to change an ‘unsystematic system’</span>\r\nAs a business consulting firm, Sintec has established its regional leadership by providing high levels of support, customization, and understanding of their clients. The firm helps its clients transform their operations in a variety of ways, by improving customer service, organizational processes, and technology.<br />\r\nThe ‘unsystematic system’ was becoming increasingly unwieldy and inefficient as Sintec was growing in size and scaling its services accordingly. Improvements were clearly needed, but the first steps were discovering what was actually being done and measuring performance. The insight gained would help managers understand what staff are spending most of their time and effort on, highlighting patterns not obvious in day-to-day activity, and which service level commitments were not being met.<br />\r\nThe company identified a need to measure performance in several departments – IT, human resources, marketing, design, administration, and commercial support. Primarily, the focus was on ensuring the highest quality back-office support for Sintec’s own workforce. To improve service management for clients, including all areas of service provided to them (not just IT services), the company created the Sintec Delivery Center, which included Sintec Digital and Technology Strategy areas of business.<br /><br /><span style=\"font-weight: bold;\">Time to use SysAid to its full potential</span><br />\r\nIn addition to its more general uses for ticket management in the IT department and wider performance reporting, SysAid is being used in unique ways across several Sintec departments.<br /><span style=\"font-weight: bold;\"><br />The Sintec Delivery Center</span>\r\n<ul><li>SysAid is integrated into the new center’s services.</li><li>SysAid is used for organizing and tracking maintenance of systems created for clients by Sintec Digital, as part of the services offered by the delivery center.</li><li>Troubleshooting issues and handling incidents as they arise for clients of the Delivery Center, including in their own customer services, is handled through SysAid.</li></ul>\r\n<br /><span style=\"font-weight: bold;\">The commercial support team</span>\r\n<ul><li>All requests from the sales teams for support from internal, back-office teams come through SysAid.</li><li>Commercial support services managed and tracked through SysAid include: creating reports; pipeline changes; creating new leads, opportunities and orders; opening projects; sharing strategic information on an account; and more.</li><li>The commercial support team uses SysAid to independently measure their performance.</li></ul>\r\n<br /><span style=\"font-weight: bold;\">The design team</span>\r\n<ul><li>Design services for Sintec customers – such as creating business presentations, video content, and the like – are managed and tracked through SysAid.</li><li>Design issues and problems are brought to the team’s attention via SysAid.</li><li>The use of SysAid allows the design team to measure their performance.</li></ul>\r\n<br />With the insights evident through SysAid, was able to define SLAs for many business areas of the company – administration, marketing, commercial support, HR, and design. To best share the information, new reports were created in SysAid and old reports were redesigned with what Isaí called “a smooth, easy-to-use interface.”<br />One of the most important SysAid modules Sintec uses is the self-service portal. The IT support team was impressed with the capability to significantly customize it, to add FAQs, and to embed links to in-house or external websites. For the end user, the portal’s look and feel made it intuitive and simple to use.<br />With SysAid’s service desk automation, the IT support desk is saving significant time in resolving issues due to automated routing. Each submitted ticket is automatically assigned to the most appropriate people to handle it.<br /><br /><span style=\"font-weight: bold;\">The results of enterprise service management</span><br />\r\nSysAid is being used as a unified enterprise service management platform in Sintec’s design, commercial support, and IT departments, as well as expanding into HR and administration. This centralization facilitates consistency and coordination across the business as it scales up to meet the needs of a growing client base.<br />\r\nThe speed and accuracy of the ticket routing, services, and support Sintec can offer thanks to SysAid has become a value-add, distinguishing Sintec from their competition. The advantages of the self-service portal, for both customerfacing and internal support, are an integral part of presentations to potential Sintec clients.<br />\r\nSysAid’s built-in reporting has helped Sintec identify where to focus attention for systemic improvements. Such insights help guide employee performance coaching, which in turn benefits Sintec’s customers with more effective service.<br />\r\nAs Isaí said, “SysAid gives us a window into the performance of all the departments across our organization.”<br />All of the above advantages gained by leveraging SysAid align fully with Sintec’s broader IT and business strategy.","alias":"sysaid-itsm-for-sintec-consulting","roi":0,"seo":{"title":"SysAid ITSM for Sintec Consulting","keywords":"","description":"<span style=\"font-weight: bold;\">Need to change an ‘unsystematic system’</span>\r\nAs a business consulting firm, Sintec has established its regional leadership by providing high levels of support, customization, and understanding of their clients. The firm help","og:title":"SysAid ITSM for Sintec Consulting","og:description":"<span style=\"font-weight: bold;\">Need to change an ‘unsystematic system’</span>\r\nAs a business consulting firm, Sintec has established its regional leadership by providing high levels of support, customization, and understanding of their clients. The firm help"},"deal_info":"","user":{"id":8921,"title":"Sintec Consulting","logoURL":"https://old.roi4cio.com/uploads/roi/company/Sintec_Consulting.png","alias":"sintec-consulting","address":"San Pedro Garza García, N.L","roles":[],"description":" Sintec Consulting is a business consulting firm with more than 30 years of experience in Latin America, specializing in strategies, IT, talent, and operations models for companies of all sizes. The company incorporates innovative practices, top talent, and digital technology in all the services it provides. The Sintec head office is in Monterrey, Mexico, with branch offices in Mexico City, Brazil, Colombia, and Chile.<br />Sintec’s clients include leading companies in a variety of industries (e.g., Heineken, Agripac, Oxxo, KOF, and many more). 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Plus benefit from SysAid Password Services, SysAid Remote Control, and SysAid Mobile App.<br />\r\n<span style=\"font-weight: bold;\">Help with ITIL Adoption</span><br />SysAid offers ITIL best practice process support for incident, request, problem, change, and service level management, plus a CMDB.<br />\r\n<span style=\"font-weight: bold;\">An Employee or Customer Self-Service Portal</span><br />Allow end users to submit tickets, chat, track their incident or service request history, and use the integrated knowledge base.<br />\r\n<span style=\"font-weight: bold;\">Asset Management</span><br />Gain control over your IT assets. Discover and track hardware, software, and mobile assets. 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ITSM is focused on aligning IT processes and services with business objectives to help an organization grow.\r\nITSM positions IT services as the key means of delivering and obtaining value, where an internal or external IT service provider works with business customers, at the same time taking responsibility for the associated costs and risks. ITSM works across the whole lifecycle of a service, from the original strategy, through design, transition and into live operation.\r\nTo ensure sustainable quality of IT services, ITSM establishes a set of practices, or processes, constituting a service management system. There are industrial, national and international standards for IT service management solutions, setting up requirements and good practices for the management system. \r\nITSM system is based on a set of principles, such as focusing on value and continual improvement. It is not just a set of processes – it is a cultural mindset to ensure that the desired outcome for the business is achieved. \r\n<span style=\"font-weight: bold; \">ITIL (IT Infrastructure Library)</span> is a framework of best practices and recommendations for managing an organization's IT operations and services. IT service management processes, when built based on the ITIL framework, pave the way for better IT service operations management and improved business. To summarize, ITIL is a set of guidelines for effective IT service management best practices. ITIL has evolved beyond the delivery of services to providing end-to-end value delivery. The focus is now on the co-creation of value through service relationships. \r\n<p class=\"align-center\"><span style=\"font-weight: bold; \">ITSM processes typically include five stages, all based on the ITIL framework:</span></p>\r\n<span style=\"font-weight: bold; \">ITSM strategy.</span> This stage forms the foundation or the framework of an organization's ITSM process building. It involves defining the services that the organization will offer, strategically planning processes, and recognizing and developing the required assets to keep processes moving. \r\n<span style=\"font-weight: bold; \">Service design.</span> This stage's main aim is planning and designing the IT services the organization offers to meet business demands. It involves creating and designing new services as well as assessing current services and making relevant improvements.\r\n<span style=\"font-weight: bold; \">Service transition.</span> Once the designs for IT services and their processes have been finalized, it's important to build them and test them out to ensure that processes flow. IT teams need to ensure that the designs don't disrupt services in any way, especially when existing IT service processes are upgraded or redesigned. This calls for change management, evaluation, and risk management. \r\n<span style=\"font-weight: bold; \">Service operation. </span>This phase involves implementing the tried and tested new or modified designs in a live environment. While in this stage, the processes have already been tested and the issues fixed, but new processes are bound to have hiccups—especially when customers start using the services. \r\n<span style=\"font-weight: bold;\">Continual service improvement (CSI).</span> Implementing IT processes successfully shouldn't be the final stage in any organization. There's always room for improvement and new development based on issues that pop up, customer needs and demands, and user feedback.\r\n\r\n","materialsDescription":"<h1 class=\"align-center\">Benefits of efficient ITSM processes</h1>\r\nIrrespective of the size of business, every organization is involved in IT service management in some way. ITSM ensures that incidents, service requests, problems, changes, and IT assets—in addition to other aspects of IT services—are managed in a streamlined way.\r\nIT teams in your organization can employ various workflows and best practices in ITSM, as outlined in ITIL. Effective IT service management can have positive effects on an IT organization's overall function.\r\nHere are the 10 key benefits of ITSM:\r\n<ul><li>&nbsp;&nbsp;&nbsp; Lower costs for IT operations</li><li>&nbsp;&nbsp;&nbsp; Higher returns on IT investments</li><li>&nbsp;&nbsp;&nbsp; Minimal service outages</li><li>&nbsp;&nbsp;&nbsp; Ability to establish well-defined, repeatable, and manageable IT processes</li><li>&nbsp;&nbsp;&nbsp; Efficient analysis of IT problems to reduce repeat incidents</li><li>&nbsp;&nbsp;&nbsp; Improved efficiency of IT help desk teams</li><li>&nbsp;&nbsp;&nbsp; Well-defined roles and responsibilities</li><li>&nbsp;&nbsp;&nbsp; Clear expectations on service levels and service availability</li><li>&nbsp;&nbsp;&nbsp; Risk-free implementation of IT changes</li><li>&nbsp;&nbsp;&nbsp; Better transparency into IT processes and services</li></ul>\r\n<h1 class=\"align-center\">How to choose an ITSM tool?</h1>\r\nWith a competent IT service management goal in mind, it's important to invest in a service desk solution that caters to your business needs. It goes without saying, with more than 150 service desk tools to choose from, selecting the right one is easier said than done. Here are a few things to keep in mind when choosing an ITSM products:\r\n<span style=\"font-weight: bold; \">Identify key processes and their dependencies. </span>Based on business goals, decide which key ITSM processes need to be implemented and chart out the integrations that need to be established to achieve those goals. \r\n<span style=\"font-weight: bold; \">Consult with ITSM experts.</span> Participate in business expos, webinars, demos, etc., and educate yourself about the various options that are available in the market. Reports from expert analysts such as Gartner and Forrester are particularly useful as they include reviews of almost every solution, ranked based on multiple criteria.\r\n<span style=\"font-weight: bold; \">Choose a deployment option.</span> Every business has a different IT infrastructure model. Selecting an on-premises or software as a service (SaaS IT service management) tool depends on whether your business prefers to host its applications and data on its own servers or use a public or private cloud.\r\n<span style=\"font-weight: bold; \">Plan ahead for the future.</span> Although it's important to consider the &quot;needs&quot; primarily, you shouldn't rule out the secondary or luxury capabilities. If the ITSM tool doesn't have the potential to adapt to your needs as your organization grows, it can pull you back from progressing. Draw a clear picture of where your business is headed and choose an service ITSM that is flexible and technology-driven.\r\n<span style=\"font-weight: bold;\">Don't stop with the capabilities of the ITSM tool.</span> It might be tempting to assess an ITSM tool based on its capabilities and features but it's important to evaluate the vendor of the tool. A good IT support team, and a vendor that is endorsed for their customer-vendor relationship can take your IT services far. 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ITSM is focused on aligning IT processes and services with business objectives to help an organization grow.\r\nITSM positions IT services as the key means of delivering and obtaining value, where an internal or external IT service provider works with business customers, at the same time taking responsibility for the associated costs and risks. ITSM works across the whole lifecycle of a service, from the original strategy, through design, transition and into live operation.\r\nTo ensure sustainable quality of IT services, ITSM establishes a set of practices, or processes, constituting a service management system. There are industrial, national and international standards for IT service management solutions, setting up requirements and good practices for the management system. \r\nITSM system is based on a set of principles, such as focusing on value and continual improvement. It is not just a set of processes – it is a cultural mindset to ensure that the desired outcome for the business is achieved. \r\n<span style=\"font-weight: bold; \">ITIL (IT Infrastructure Library)</span> is a framework of best practices and recommendations for managing an organization's IT operations and services. IT service management processes, when built based on the ITIL framework, pave the way for better IT service operations management and improved business. To summarize, ITIL is a set of guidelines for effective IT service management best practices. ITIL has evolved beyond the delivery of services to providing end-to-end value delivery. The focus is now on the co-creation of value through service relationships. \r\n<p class=\"align-center\"><span style=\"font-weight: bold; \">ITSM processes typically include five stages, all based on the ITIL framework:</span></p>\r\n<span style=\"font-weight: bold; \">ITSM strategy.</span> This stage forms the foundation or the framework of an organization's ITSM process building. It involves defining the services that the organization will offer, strategically planning processes, and recognizing and developing the required assets to keep processes moving. \r\n<span style=\"font-weight: bold; \">Service design.</span> This stage's main aim is planning and designing the IT services the organization offers to meet business demands. It involves creating and designing new services as well as assessing current services and making relevant improvements.\r\n<span style=\"font-weight: bold; \">Service transition.</span> Once the designs for IT services and their processes have been finalized, it's important to build them and test them out to ensure that processes flow. IT teams need to ensure that the designs don't disrupt services in any way, especially when existing IT service processes are upgraded or redesigned. This calls for change management, evaluation, and risk management. \r\n<span style=\"font-weight: bold; \">Service operation. </span>This phase involves implementing the tried and tested new or modified designs in a live environment. While in this stage, the processes have already been tested and the issues fixed, but new processes are bound to have hiccups—especially when customers start using the services. \r\n<span style=\"font-weight: bold;\">Continual service improvement (CSI).</span> Implementing IT processes successfully shouldn't be the final stage in any organization. There's always room for improvement and new development based on issues that pop up, customer needs and demands, and user feedback.\r\n\r\n","materialsDescription":"<h1 class=\"align-center\">Benefits of efficient ITSM processes</h1>\r\nIrrespective of the size of business, every organization is involved in IT service management in some way. ITSM ensures that incidents, service requests, problems, changes, and IT assets—in addition to other aspects of IT services—are managed in a streamlined way.\r\nIT teams in your organization can employ various workflows and best practices in ITSM, as outlined in ITIL. Effective IT service management can have positive effects on an IT organization's overall function.\r\nHere are the 10 key benefits of ITSM:\r\n<ul><li>&nbsp;&nbsp;&nbsp; Lower costs for IT operations</li><li>&nbsp;&nbsp;&nbsp; Higher returns on IT investments</li><li>&nbsp;&nbsp;&nbsp; Minimal service outages</li><li>&nbsp;&nbsp;&nbsp; Ability to establish well-defined, repeatable, and manageable IT processes</li><li>&nbsp;&nbsp;&nbsp; Efficient analysis of IT problems to reduce repeat incidents</li><li>&nbsp;&nbsp;&nbsp; Improved efficiency of IT help desk teams</li><li>&nbsp;&nbsp;&nbsp; Well-defined roles and responsibilities</li><li>&nbsp;&nbsp;&nbsp; Clear expectations on service levels and service availability</li><li>&nbsp;&nbsp;&nbsp; Risk-free implementation of IT changes</li><li>&nbsp;&nbsp;&nbsp; Better transparency into IT processes and services</li></ul>\r\n<h1 class=\"align-center\">How to choose an ITSM tool?</h1>\r\nWith a competent IT service management goal in mind, it's important to invest in a service desk solution that caters to your business needs. It goes without saying, with more than 150 service desk tools to choose from, selecting the right one is easier said than done. Here are a few things to keep in mind when choosing an ITSM products:\r\n<span style=\"font-weight: bold; \">Identify key processes and their dependencies. </span>Based on business goals, decide which key ITSM processes need to be implemented and chart out the integrations that need to be established to achieve those goals. \r\n<span style=\"font-weight: bold; \">Consult with ITSM experts.</span> Participate in business expos, webinars, demos, etc., and educate yourself about the various options that are available in the market. Reports from expert analysts such as Gartner and Forrester are particularly useful as they include reviews of almost every solution, ranked based on multiple criteria.\r\n<span style=\"font-weight: bold; \">Choose a deployment option.</span> Every business has a different IT infrastructure model. Selecting an on-premises or software as a service (SaaS IT service management) tool depends on whether your business prefers to host its applications and data on its own servers or use a public or private cloud.\r\n<span style=\"font-weight: bold; \">Plan ahead for the future.</span> Although it's important to consider the &quot;needs&quot; primarily, you shouldn't rule out the secondary or luxury capabilities. If the ITSM tool doesn't have the potential to adapt to your needs as your organization grows, it can pull you back from progressing. Draw a clear picture of where your business is headed and choose an service ITSM that is flexible and technology-driven.\r\n<span style=\"font-weight: bold;\">Don't stop with the capabilities of the ITSM tool.</span> It might be tempting to assess an ITSM tool based on its capabilities and features but it's important to evaluate the vendor of the tool. A good IT support team, and a vendor that is endorsed for their customer-vendor relationship can take your IT services far. Check Gartner's magic quadrant and other analyst reports, along with product and support reviews to ensure that the said tool provides good customer support.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon_ITSM.png"}],"additionalInfo":{"budgetNotExceeded":"-1","functionallyTaskAssignment":"-1","projectWasPut":"-1","price":0,"source":{"url":"https://www.sysaid.com/customers/sintec-case-study","title":"Web-site of vendor"}},"comments":[],"referencesCount":0}],"vendorImplementations":[{"id":1249,"title":"SysAid ITSM for BBAM","description":"<span style=\"font-weight: bold; \">The challenges of rapid growth</span>\r\nAs BBAM has experienced rapid and massive growth as a corporation, the demands on the company’s IT support team have seen a commensurate increase. The processes the IT department was using for service and asset management, for troubleshooting ticket management, and for employee onboarding and access provisioning were disjointed and very manual. BBAM was dependent on email, Excel spreadsheets, and manual uploading of forms for all its IT services.<br />\r\nFor asset management, even the number of hardware assets could not be known without physical observation. Naturally, with offices all over the world and a limited IT staff, this made change control an especially daunting challenge.<br />\r\nThe result was a complex series of separate, siloed elements in workflows involving multiple departments, which was extremely inefficient and time-consuming. The decentralization made it difficult to search the audit trails required for certain control processes, which meant that providing needed audit information was time-consuming and not easily repeatable.<br />\r\nAnother weakness in the decentralized processes the IT department depended on was evident in reporting and analytics. All key metrics in the IT department had to be manually compiled for reporting to the leadership team, which took a relatively long time and lacked insights on trends or patterns that might assist with capacity planning (when and why there are spikes in tickets, etc.).<br /><br /><span style=\"font-weight: bold; \">A vendor of digital transformation</span><br />\r\nSeeking to scale and to build infrastructure to support BBAM’s growth, the IT team decided to embark on a back- office digital transformation journey. They determined that a comprehensive service management solution would best meet its needs. Primarily, they sought to:\r\n<ul><li>Automate service desk ticketing, problem management, change management, and release management</li></ul>\r\n<ul><li>Centralize and improve asset tracking and management</li></ul>\r\n<ul><li>Enable more self-service to ease pressure on the service desk</li></ul>\r\n<ul><li>Build a common knowledge base for end users and the IT service staff</li></ul>\r\nThe vendor discovery process began in May 2018. According to Teresa Eng, Senior Business Technology Analyst at BBAM, SysAid stood out from the competition in both product capabilities and customer support. The solution’s customization and automation capabilities uniquely met the company’s needs, while the assistance and follow- through of the SysAid Professional Services team and Account Managers made taking advantage of those capabilities as easy as possible.<br /><br /><span style=\"font-weight: bold; \">People, process, and technology</span>\r\nThe IT department decided it would begin promoting a digital culture shift by implementing the SysAid solution for a range of common service management activities:\r\n<ul><li>Service desk support ticketing</li></ul>\r\n<ul><li>Personnel offboarding (comprehensive de-provisioning cycle)</li></ul>\r\n<ul><li>The self-service portal</li></ul>\r\n<ul><li>Knowledge base</li></ul>\r\n<ul><li>New hire onboarding (comprehensive provisioning cycle)</li></ul>\r\n<ul><li>Asset recording, management, retirement lifecycles</li></ul>\r\n<ul><li>Advanced Reporting</li></ul>\r\n<span style=\"font-style: italic; \">“This project was truly the embodiment of people, process, and technology coming together for this digital transformation.”</span>- Teresa Eng, Senior Business Technology Analyst<br />\r\nTo encourage a transition to the self-service portal, the IT team held multiple meetings and role-specific scenario- based training, including the use of templates designed for onboarding. Team sites were created to centralize access to all key informational materials, such as instructional videos from SysAid, process flows, and knowledge base links (allowing effective self-service search).<br />\r\nOverall, it took about a month for all employees to be fully trained. The self-service portal and deployment of the templates provided common ground for user adoption, as the portal is the primary method for submitting tickets.<br /><br /><span style=\"font-weight: bold; \">Streamlining new hire onboarding and employee offboarding</span><br />\r\nFor new hire onboarding and offboarding, SysAid workflows incorporate all credentialing, asset and access provisioning processes, as well as including the relevant managers and HR personnel as needed. This helps to get new hires onboarded quicker and productive from day one. Throughout these processes, all required audit trails are tracked and recorded in SysAid, to ensure full compliance.<span style=\"font-weight: bold; \"></span>\r\n<span style=\"font-weight: bold; \">Asset management</span><br />\r\nBBAM’s asset management lifecycle is fully managed in SysAid, with both tracking and customizations to manage assets in different locations at any point in time.<span style=\"font-weight: bold; \"></span>\r\n<span style=\"font-weight: bold; \">Knowledge base</span><br />\r\nSysAid has allowed BBAM to build up a knowledge base to cross-train employees. The knowledge base is open to uploading media and documentation by authorized stakeholders in predefined categories, making independent learning and coaching easier and faster.<span style=\"font-weight: bold; \"></span>\r\n<span style=\"font-weight: bold; \">Customized reports</span><br />\r\nWith SysAid’s flexible reporting capabilities, the IT department is able to produce monthly customized reports on:\r\n<ul><li>Changes to assets used by the company</li></ul>\r\n<ul><li>Ticket volumes, indicating how many were opened and where they stand, divided by category</li></ul>\r\n<ul><li>New hires, divided by department</li></ul>\r\nThese reports centralize frequently needed&nbsp; information for easy access, use and review, as well as providing BBAM new insights into aspects of IT performance.<br />\r\n<span style=\"font-weight: bold;\">Communication is key</span><br />\r\nThe BBAM team sees SysAid adoption as dependent on building relationships within the company, listening to personnel in the field and learning what their needs are. To this end, the<br />IT team send out surveys to gather employee feedback and collect data regarding potential future improvements.<br />And as suggestions for further streamlining come in from end-users, the IT team leverages SysAid’s flexibility to tweak workflows accordingly.<br /><span style=\"font-weight: bold; \"></span>\r\n<span style=\"font-weight: bold; \">The results are felt across the board</span><br />\r\nSysAid went live in October 2018, with the impact rapidly felt across the entire business.<br />As of 2019, about one quarter of the tickets handled by BBAM’s service desk are for application support, 45% are for desktop support, and the remaining third are for personnel support (e.g., onboarding, offboarding). The process of onboarding has also seen dramatic changes, with the process originally taking up to one month – with a lot of in-house communications and manual steps – to a total of just one or two days.<br />\r\nTeresa said that SysAid has made BBAM’s service management far more efficient, calling the solution “a gamechanger.”<br />\r\nThe impact of SysAid among end users includes greater visibility into the progress of IT support and resolution processes, more communication with peers and IT teams, and improved engagement with knowledge base content (organized by issue and incident).<br />Teresa believes the use of SysAid will continue to pay dividends across the organization, making an even greater impact as BBAM embarks on future growth.<br />\r\n<span style=\"font-weight: bold;\">‘Going digital is not the end of a journey, but the beginning’</span><br />\r\nIn the near term, the company will be focusing on greater system integration, more process automations, and additional customized reporting. Looking a little further down the road, BBAM IT leadership will also be examining the potential of SysAid’s BI Analytics module to provide a comprehensive overview of the department’s performance, identify trends, and enable more accurate decision-making.<br /><span style=\"font-style: italic;\">“We certainly look forward to continue to enhance and build a more robust service management solution for years to come!”</span> concluded Teresa.","alias":"sysaid-itsm-for-bbam","roi":0,"seo":{"title":"SysAid ITSM for BBAM","keywords":"","description":"<span style=\"font-weight: bold; \">The challenges of rapid growth</span>\r\nAs BBAM has experienced rapid and massive growth as a corporation, the demands on the company’s IT support team have seen a commensurate increase. 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The company has over $27.1 billion in assets under management.<br />Headquartered in California, BBAM also has offices in New York, London, Tokyo, Singapore, Zurich, Dublin, and Santiago. 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Plus benefit from SysAid Password Services, SysAid Remote Control, and SysAid Mobile App.<br />\r\n<span style=\"font-weight: bold;\">Help with ITIL Adoption</span><br />SysAid offers ITIL best practice process support for incident, request, problem, change, and service level management, plus a CMDB.<br />\r\n<span style=\"font-weight: bold;\">An Employee or Customer Self-Service Portal</span><br />Allow end users to submit tickets, chat, track their incident or service request history, and use the integrated knowledge base.<br />\r\n<span style=\"font-weight: bold;\">Asset Management</span><br />Gain control over your IT assets. Discover and track hardware, software, and mobile assets. Leverage an integrated asset inventory and service history.<br />\r\n<span style=\"font-weight: bold;\">IT Management Capabilities</span><br />Such as monitoring, mobile device management (MDM), and patch management.<br />\r\n<span style=\"font-weight: bold;\">Analytics</span><br />Get the granular insight you need, through dashboards and reports, to understand and communicate IT performance, and to make better IT and business decisions.<br />\r\n<span style=\"font-weight: bold;\">Automation</span><br />Automate all your help desk/service desk processes using routing rules, priorities, and dynamic forms to save time and money.<br />\r\n<span style=\"font-weight: bold;\">Flexibility</span><br />Configure and customize SysAid to meet your organization’s specific needs and requirements.","shortDescription":"SysAid ITSM: All the help desk, ITSM, and asset management essentials you need in a single solution","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":0,"sellingCount":0,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"SysAid ITSM","keywords":"","description":"SysAid is a single ITSM, asset management, and IT management solution built to help you deal with the day-to-day IT challenges you face. 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ITSM is focused on aligning IT processes and services with business objectives to help an organization grow.\r\nITSM positions IT services as the key means of delivering and obtaining value, where an internal or external IT service provider works with business customers, at the same time taking responsibility for the associated costs and risks. ITSM works across the whole lifecycle of a service, from the original strategy, through design, transition and into live operation.\r\nTo ensure sustainable quality of IT services, ITSM establishes a set of practices, or processes, constituting a service management system. There are industrial, national and international standards for IT service management solutions, setting up requirements and good practices for the management system. \r\nITSM system is based on a set of principles, such as focusing on value and continual improvement. It is not just a set of processes – it is a cultural mindset to ensure that the desired outcome for the business is achieved. \r\n<span style=\"font-weight: bold; \">ITIL (IT Infrastructure Library)</span> is a framework of best practices and recommendations for managing an organization's IT operations and services. IT service management processes, when built based on the ITIL framework, pave the way for better IT service operations management and improved business. To summarize, ITIL is a set of guidelines for effective IT service management best practices. ITIL has evolved beyond the delivery of services to providing end-to-end value delivery. The focus is now on the co-creation of value through service relationships. \r\n<p class=\"align-center\"><span style=\"font-weight: bold; \">ITSM processes typically include five stages, all based on the ITIL framework:</span></p>\r\n<span style=\"font-weight: bold; \">ITSM strategy.</span> This stage forms the foundation or the framework of an organization's ITSM process building. It involves defining the services that the organization will offer, strategically planning processes, and recognizing and developing the required assets to keep processes moving. \r\n<span style=\"font-weight: bold; \">Service design.</span> This stage's main aim is planning and designing the IT services the organization offers to meet business demands. It involves creating and designing new services as well as assessing current services and making relevant improvements.\r\n<span style=\"font-weight: bold; \">Service transition.</span> Once the designs for IT services and their processes have been finalized, it's important to build them and test them out to ensure that processes flow. IT teams need to ensure that the designs don't disrupt services in any way, especially when existing IT service processes are upgraded or redesigned. This calls for change management, evaluation, and risk management. \r\n<span style=\"font-weight: bold; \">Service operation. </span>This phase involves implementing the tried and tested new or modified designs in a live environment. While in this stage, the processes have already been tested and the issues fixed, but new processes are bound to have hiccups—especially when customers start using the services. \r\n<span style=\"font-weight: bold;\">Continual service improvement (CSI).</span> Implementing IT processes successfully shouldn't be the final stage in any organization. There's always room for improvement and new development based on issues that pop up, customer needs and demands, and user feedback.\r\n\r\n","materialsDescription":"<h1 class=\"align-center\">Benefits of efficient ITSM processes</h1>\r\nIrrespective of the size of business, every organization is involved in IT service management in some way. ITSM ensures that incidents, service requests, problems, changes, and IT assets—in addition to other aspects of IT services—are managed in a streamlined way.\r\nIT teams in your organization can employ various workflows and best practices in ITSM, as outlined in ITIL. Effective IT service management can have positive effects on an IT organization's overall function.\r\nHere are the 10 key benefits of ITSM:\r\n<ul><li>&nbsp;&nbsp;&nbsp; Lower costs for IT operations</li><li>&nbsp;&nbsp;&nbsp; Higher returns on IT investments</li><li>&nbsp;&nbsp;&nbsp; Minimal service outages</li><li>&nbsp;&nbsp;&nbsp; Ability to establish well-defined, repeatable, and manageable IT processes</li><li>&nbsp;&nbsp;&nbsp; Efficient analysis of IT problems to reduce repeat incidents</li><li>&nbsp;&nbsp;&nbsp; Improved efficiency of IT help desk teams</li><li>&nbsp;&nbsp;&nbsp; Well-defined roles and responsibilities</li><li>&nbsp;&nbsp;&nbsp; Clear expectations on service levels and service availability</li><li>&nbsp;&nbsp;&nbsp; Risk-free implementation of IT changes</li><li>&nbsp;&nbsp;&nbsp; Better transparency into IT processes and services</li></ul>\r\n<h1 class=\"align-center\">How to choose an ITSM tool?</h1>\r\nWith a competent IT service management goal in mind, it's important to invest in a service desk solution that caters to your business needs. It goes without saying, with more than 150 service desk tools to choose from, selecting the right one is easier said than done. Here are a few things to keep in mind when choosing an ITSM products:\r\n<span style=\"font-weight: bold; \">Identify key processes and their dependencies. </span>Based on business goals, decide which key ITSM processes need to be implemented and chart out the integrations that need to be established to achieve those goals. \r\n<span style=\"font-weight: bold; \">Consult with ITSM experts.</span> Participate in business expos, webinars, demos, etc., and educate yourself about the various options that are available in the market. Reports from expert analysts such as Gartner and Forrester are particularly useful as they include reviews of almost every solution, ranked based on multiple criteria.\r\n<span style=\"font-weight: bold; \">Choose a deployment option.</span> Every business has a different IT infrastructure model. Selecting an on-premises or software as a service (SaaS IT service management) tool depends on whether your business prefers to host its applications and data on its own servers or use a public or private cloud.\r\n<span style=\"font-weight: bold; \">Plan ahead for the future.</span> Although it's important to consider the &quot;needs&quot; primarily, you shouldn't rule out the secondary or luxury capabilities. If the ITSM tool doesn't have the potential to adapt to your needs as your organization grows, it can pull you back from progressing. Draw a clear picture of where your business is headed and choose an service ITSM that is flexible and technology-driven.\r\n<span style=\"font-weight: bold;\">Don't stop with the capabilities of the ITSM tool.</span> It might be tempting to assess an ITSM tool based on its capabilities and features but it's important to evaluate the vendor of the tool. A good IT support team, and a vendor that is endorsed for their customer-vendor relationship can take your IT services far. 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ITSM is focused on aligning IT processes and services with business objectives to help an organization grow.\r\nITSM positions IT services as the key means of delivering and obtaining value, where an internal or external IT service provider works with business customers, at the same time taking responsibility for the associated costs and risks. ITSM works across the whole lifecycle of a service, from the original strategy, through design, transition and into live operation.\r\nTo ensure sustainable quality of IT services, ITSM establishes a set of practices, or processes, constituting a service management system. There are industrial, national and international standards for IT service management solutions, setting up requirements and good practices for the management system. \r\nITSM system is based on a set of principles, such as focusing on value and continual improvement. It is not just a set of processes – it is a cultural mindset to ensure that the desired outcome for the business is achieved. \r\n<span style=\"font-weight: bold; \">ITIL (IT Infrastructure Library)</span> is a framework of best practices and recommendations for managing an organization's IT operations and services. IT service management processes, when built based on the ITIL framework, pave the way for better IT service operations management and improved business. To summarize, ITIL is a set of guidelines for effective IT service management best practices. ITIL has evolved beyond the delivery of services to providing end-to-end value delivery. The focus is now on the co-creation of value through service relationships. \r\n<p class=\"align-center\"><span style=\"font-weight: bold; \">ITSM processes typically include five stages, all based on the ITIL framework:</span></p>\r\n<span style=\"font-weight: bold; \">ITSM strategy.</span> This stage forms the foundation or the framework of an organization's ITSM process building. It involves defining the services that the organization will offer, strategically planning processes, and recognizing and developing the required assets to keep processes moving. \r\n<span style=\"font-weight: bold; \">Service design.</span> This stage's main aim is planning and designing the IT services the organization offers to meet business demands. It involves creating and designing new services as well as assessing current services and making relevant improvements.\r\n<span style=\"font-weight: bold; \">Service transition.</span> Once the designs for IT services and their processes have been finalized, it's important to build them and test them out to ensure that processes flow. IT teams need to ensure that the designs don't disrupt services in any way, especially when existing IT service processes are upgraded or redesigned. This calls for change management, evaluation, and risk management. \r\n<span style=\"font-weight: bold; \">Service operation. </span>This phase involves implementing the tried and tested new or modified designs in a live environment. While in this stage, the processes have already been tested and the issues fixed, but new processes are bound to have hiccups—especially when customers start using the services. \r\n<span style=\"font-weight: bold;\">Continual service improvement (CSI).</span> Implementing IT processes successfully shouldn't be the final stage in any organization. There's always room for improvement and new development based on issues that pop up, customer needs and demands, and user feedback.\r\n\r\n","materialsDescription":"<h1 class=\"align-center\">Benefits of efficient ITSM processes</h1>\r\nIrrespective of the size of business, every organization is involved in IT service management in some way. ITSM ensures that incidents, service requests, problems, changes, and IT assets—in addition to other aspects of IT services—are managed in a streamlined way.\r\nIT teams in your organization can employ various workflows and best practices in ITSM, as outlined in ITIL. Effective IT service management can have positive effects on an IT organization's overall function.\r\nHere are the 10 key benefits of ITSM:\r\n<ul><li>&nbsp;&nbsp;&nbsp; Lower costs for IT operations</li><li>&nbsp;&nbsp;&nbsp; Higher returns on IT investments</li><li>&nbsp;&nbsp;&nbsp; Minimal service outages</li><li>&nbsp;&nbsp;&nbsp; Ability to establish well-defined, repeatable, and manageable IT processes</li><li>&nbsp;&nbsp;&nbsp; Efficient analysis of IT problems to reduce repeat incidents</li><li>&nbsp;&nbsp;&nbsp; Improved efficiency of IT help desk teams</li><li>&nbsp;&nbsp;&nbsp; Well-defined roles and responsibilities</li><li>&nbsp;&nbsp;&nbsp; Clear expectations on service levels and service availability</li><li>&nbsp;&nbsp;&nbsp; Risk-free implementation of IT changes</li><li>&nbsp;&nbsp;&nbsp; Better transparency into IT processes and services</li></ul>\r\n<h1 class=\"align-center\">How to choose an ITSM tool?</h1>\r\nWith a competent IT service management goal in mind, it's important to invest in a service desk solution that caters to your business needs. It goes without saying, with more than 150 service desk tools to choose from, selecting the right one is easier said than done. Here are a few things to keep in mind when choosing an ITSM products:\r\n<span style=\"font-weight: bold; \">Identify key processes and their dependencies. </span>Based on business goals, decide which key ITSM processes need to be implemented and chart out the integrations that need to be established to achieve those goals. \r\n<span style=\"font-weight: bold; \">Consult with ITSM experts.</span> Participate in business expos, webinars, demos, etc., and educate yourself about the various options that are available in the market. Reports from expert analysts such as Gartner and Forrester are particularly useful as they include reviews of almost every solution, ranked based on multiple criteria.\r\n<span style=\"font-weight: bold; \">Choose a deployment option.</span> Every business has a different IT infrastructure model. Selecting an on-premises or software as a service (SaaS IT service management) tool depends on whether your business prefers to host its applications and data on its own servers or use a public or private cloud.\r\n<span style=\"font-weight: bold; \">Plan ahead for the future.</span> Although it's important to consider the &quot;needs&quot; primarily, you shouldn't rule out the secondary or luxury capabilities. If the ITSM tool doesn't have the potential to adapt to your needs as your organization grows, it can pull you back from progressing. Draw a clear picture of where your business is headed and choose an service ITSM that is flexible and technology-driven.\r\n<span style=\"font-weight: bold;\">Don't stop with the capabilities of the ITSM tool.</span> It might be tempting to assess an ITSM tool based on its capabilities and features but it's important to evaluate the vendor of the tool. A good IT support team, and a vendor that is endorsed for their customer-vendor relationship can take your IT services far. Check Gartner's magic quadrant and other analyst reports, along with product and support reviews to ensure that the said tool provides good customer support.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon_ITSM.png"}],"additionalInfo":{"budgetNotExceeded":"-1","functionallyTaskAssignment":"-1","projectWasPut":"-1","price":0,"source":{"url":"https://www.sysaid.com/customers/bbam-case-study","title":"Web-site of vendor"}},"comments":[],"referencesCount":0},{"id":1247,"title":"SysAid ITSM for Microdrones","description":" <span style=\"font-weight: bold;\">From flying solo to flying as a global team</span>\r\nWith offices around the world, Microdrones did not have&nbsp; a centralized IT system. Instead, much of the support was siloed, ad-hoc, and segregated by area or industry served.\r\nIn effect, the IT department did not have an incident management system, nor an asset management system. The leadership team was therefore:\r\n<ul><li>Unaware of any chronic problems</li></ul>\r\n<ul><li>Uninformed of which areas required more attention from support</li></ul>\r\n<ul><li>Unsure of what the workload was like</li></ul>\r\n<ul><li>Unable to see trends and patterns in end employee requests</li></ul>\r\nWithout organized asset management, the IT department lacked a clear idea of the PCs, servers, software, and hardware in use globally by all Microdrones personnel. This was the primary challenge in monitoring asset and software performance across the globe, which cost the company a lot of time and money.\r\n<span style=\"font-style: italic;\">“With SysAid, we gained a clear picture of all our company computers and took corrective<br />actions where necessary. Many employees went from being disappointed with the IT support to being extremely satisfied with our service.”</span>Mircea Pacurariu, Global IT Manager for Microdrones<br /><br /><span style=\"font-weight: bold;\">Getting a clear view during digital transformation</span>\r\nAs a provider of bleeding edge technology, Microdrones always seeks to integrate technology into all areas of the business, automating operations, and delivering greater value to customers.\r\nFrom an IT standpoint, SysAid was a catalyst in that effort, providing Microdrones with an accurate, global perspective through IT service management (ITSM) with built-in asset management. Mircea Pacurariu, Global IT Manager for Microdrones, summarized his company’s experience with SysAid in just a few select words: <span style=\"font-style: italic;\">“SysAid is exactly what we needed at a pivotal moment in our company’s new digitization strategy and rapid global expansion.”</span>\r\nThe first step the IT team took with SysAid was to make&nbsp;&nbsp;&nbsp; a list of the company’s assets worldwide. The resulting snapshot was clear and complete, allowing the company to identify which assets were outdated, which needed replacement, and which needed upgrading. From a&nbsp; single, central dashboard, the IT team ensured every Microdrones office and business team had what they needed.\r\nIn addition to the static information, SysAid made continuing global asset monitoring and management possible for the first time. Currently, the Microdrones IT department is using SysAid for managing the company’s servers and workstations across its global digital<br />infrastructure.<br /><br /><span style=\"font-weight: bold;\">Better asset management for improved performance</span>\r\nWith SysAid revealing the status, location, and ongoing use of all Microdrones’ digital assets, this led to immediate and sustained improvements in enterprise operations:\r\n<ul><li>Everybody has updated, working servers and workstations at all times.</li></ul>\r\n<ul><li>The number of incidents regarding asset performance issues were drastically reduced.</li></ul>\r\n<ul><li>Wait times for asset upgrades or replacements have been slashed.</li></ul>\r\n<ul><li>End-user satisfaction significantly improved across the company</li></ul>\r\n<br /><span style=\"font-weight: bold;\">Set to roll out more SysAid features</span>\r\nIn light of the company’s success with SysAid, Microdrones is planning to implement additional features going forward. These include the self-service portal to help end users submit incidents, which will streamline enterprise operations even further. The IT team is also in the process of configuring SysAid’s reporting and analytics for their specific needs, such as gaining insight into asset depreciation trends and the like.<br />In addition, Microdrones will be extending asset management to include additional network equipment, printers, and cellphones in use by their business and sales teams. More generally, these SysAid upgrades will be part of an ongoing digital transformation. 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ITSM is focused on aligning IT processes and services with business objectives to help an organization grow.\r\nITSM positions IT services as the key means of delivering and obtaining value, where an internal or external IT service provider works with business customers, at the same time taking responsibility for the associated costs and risks. ITSM works across the whole lifecycle of a service, from the original strategy, through design, transition and into live operation.\r\nTo ensure sustainable quality of IT services, ITSM establishes a set of practices, or processes, constituting a service management system. There are industrial, national and international standards for IT service management solutions, setting up requirements and good practices for the management system. \r\nITSM system is based on a set of principles, such as focusing on value and continual improvement. It is not just a set of processes – it is a cultural mindset to ensure that the desired outcome for the business is achieved. \r\n<span style=\"font-weight: bold; \">ITIL (IT Infrastructure Library)</span> is a framework of best practices and recommendations for managing an organization's IT operations and services. IT service management processes, when built based on the ITIL framework, pave the way for better IT service operations management and improved business. To summarize, ITIL is a set of guidelines for effective IT service management best practices. ITIL has evolved beyond the delivery of services to providing end-to-end value delivery. The focus is now on the co-creation of value through service relationships. \r\n<p class=\"align-center\"><span style=\"font-weight: bold; \">ITSM processes typically include five stages, all based on the ITIL framework:</span></p>\r\n<span style=\"font-weight: bold; \">ITSM strategy.</span> This stage forms the foundation or the framework of an organization's ITSM process building. It involves defining the services that the organization will offer, strategically planning processes, and recognizing and developing the required assets to keep processes moving. \r\n<span style=\"font-weight: bold; \">Service design.</span> This stage's main aim is planning and designing the IT services the organization offers to meet business demands. It involves creating and designing new services as well as assessing current services and making relevant improvements.\r\n<span style=\"font-weight: bold; \">Service transition.</span> Once the designs for IT services and their processes have been finalized, it's important to build them and test them out to ensure that processes flow. IT teams need to ensure that the designs don't disrupt services in any way, especially when existing IT service processes are upgraded or redesigned. This calls for change management, evaluation, and risk management. \r\n<span style=\"font-weight: bold; \">Service operation. </span>This phase involves implementing the tried and tested new or modified designs in a live environment. While in this stage, the processes have already been tested and the issues fixed, but new processes are bound to have hiccups—especially when customers start using the services. \r\n<span style=\"font-weight: bold;\">Continual service improvement (CSI).</span> Implementing IT processes successfully shouldn't be the final stage in any organization. There's always room for improvement and new development based on issues that pop up, customer needs and demands, and user feedback.\r\n\r\n","materialsDescription":"<h1 class=\"align-center\">Benefits of efficient ITSM processes</h1>\r\nIrrespective of the size of business, every organization is involved in IT service management in some way. ITSM ensures that incidents, service requests, problems, changes, and IT assets—in addition to other aspects of IT services—are managed in a streamlined way.\r\nIT teams in your organization can employ various workflows and best practices in ITSM, as outlined in ITIL. Effective IT service management can have positive effects on an IT organization's overall function.\r\nHere are the 10 key benefits of ITSM:\r\n<ul><li>&nbsp;&nbsp;&nbsp; Lower costs for IT operations</li><li>&nbsp;&nbsp;&nbsp; Higher returns on IT investments</li><li>&nbsp;&nbsp;&nbsp; Minimal service outages</li><li>&nbsp;&nbsp;&nbsp; Ability to establish well-defined, repeatable, and manageable IT processes</li><li>&nbsp;&nbsp;&nbsp; Efficient analysis of IT problems to reduce repeat incidents</li><li>&nbsp;&nbsp;&nbsp; Improved efficiency of IT help desk teams</li><li>&nbsp;&nbsp;&nbsp; Well-defined roles and responsibilities</li><li>&nbsp;&nbsp;&nbsp; Clear expectations on service levels and service availability</li><li>&nbsp;&nbsp;&nbsp; Risk-free implementation of IT changes</li><li>&nbsp;&nbsp;&nbsp; Better transparency into IT processes and services</li></ul>\r\n<h1 class=\"align-center\">How to choose an ITSM tool?</h1>\r\nWith a competent IT service management goal in mind, it's important to invest in a service desk solution that caters to your business needs. It goes without saying, with more than 150 service desk tools to choose from, selecting the right one is easier said than done. Here are a few things to keep in mind when choosing an ITSM products:\r\n<span style=\"font-weight: bold; \">Identify key processes and their dependencies. </span>Based on business goals, decide which key ITSM processes need to be implemented and chart out the integrations that need to be established to achieve those goals. \r\n<span style=\"font-weight: bold; \">Consult with ITSM experts.</span> Participate in business expos, webinars, demos, etc., and educate yourself about the various options that are available in the market. Reports from expert analysts such as Gartner and Forrester are particularly useful as they include reviews of almost every solution, ranked based on multiple criteria.\r\n<span style=\"font-weight: bold; \">Choose a deployment option.</span> Every business has a different IT infrastructure model. Selecting an on-premises or software as a service (SaaS IT service management) tool depends on whether your business prefers to host its applications and data on its own servers or use a public or private cloud.\r\n<span style=\"font-weight: bold; \">Plan ahead for the future.</span> Although it's important to consider the &quot;needs&quot; primarily, you shouldn't rule out the secondary or luxury capabilities. If the ITSM tool doesn't have the potential to adapt to your needs as your organization grows, it can pull you back from progressing. Draw a clear picture of where your business is headed and choose an service ITSM that is flexible and technology-driven.\r\n<span style=\"font-weight: bold;\">Don't stop with the capabilities of the ITSM tool.</span> It might be tempting to assess an ITSM tool based on its capabilities and features but it's important to evaluate the vendor of the tool. 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ITSM is focused on aligning IT processes and services with business objectives to help an organization grow.\r\nITSM positions IT services as the key means of delivering and obtaining value, where an internal or external IT service provider works with business customers, at the same time taking responsibility for the associated costs and risks. ITSM works across the whole lifecycle of a service, from the original strategy, through design, transition and into live operation.\r\nTo ensure sustainable quality of IT services, ITSM establishes a set of practices, or processes, constituting a service management system. There are industrial, national and international standards for IT service management solutions, setting up requirements and good practices for the management system. \r\nITSM system is based on a set of principles, such as focusing on value and continual improvement. It is not just a set of processes – it is a cultural mindset to ensure that the desired outcome for the business is achieved. \r\n<span style=\"font-weight: bold; \">ITIL (IT Infrastructure Library)</span> is a framework of best practices and recommendations for managing an organization's IT operations and services. IT service management processes, when built based on the ITIL framework, pave the way for better IT service operations management and improved business. To summarize, ITIL is a set of guidelines for effective IT service management best practices. ITIL has evolved beyond the delivery of services to providing end-to-end value delivery. The focus is now on the co-creation of value through service relationships. \r\n<p class=\"align-center\"><span style=\"font-weight: bold; \">ITSM processes typically include five stages, all based on the ITIL framework:</span></p>\r\n<span style=\"font-weight: bold; \">ITSM strategy.</span> This stage forms the foundation or the framework of an organization's ITSM process building. It involves defining the services that the organization will offer, strategically planning processes, and recognizing and developing the required assets to keep processes moving. \r\n<span style=\"font-weight: bold; \">Service design.</span> This stage's main aim is planning and designing the IT services the organization offers to meet business demands. It involves creating and designing new services as well as assessing current services and making relevant improvements.\r\n<span style=\"font-weight: bold; \">Service transition.</span> Once the designs for IT services and their processes have been finalized, it's important to build them and test them out to ensure that processes flow. IT teams need to ensure that the designs don't disrupt services in any way, especially when existing IT service processes are upgraded or redesigned. This calls for change management, evaluation, and risk management. \r\n<span style=\"font-weight: bold; \">Service operation. </span>This phase involves implementing the tried and tested new or modified designs in a live environment. While in this stage, the processes have already been tested and the issues fixed, but new processes are bound to have hiccups—especially when customers start using the services. \r\n<span style=\"font-weight: bold;\">Continual service improvement (CSI).</span> Implementing IT processes successfully shouldn't be the final stage in any organization. There's always room for improvement and new development based on issues that pop up, customer needs and demands, and user feedback.\r\n\r\n","materialsDescription":"<h1 class=\"align-center\">Benefits of efficient ITSM processes</h1>\r\nIrrespective of the size of business, every organization is involved in IT service management in some way. ITSM ensures that incidents, service requests, problems, changes, and IT assets—in addition to other aspects of IT services—are managed in a streamlined way.\r\nIT teams in your organization can employ various workflows and best practices in ITSM, as outlined in ITIL. Effective IT service management can have positive effects on an IT organization's overall function.\r\nHere are the 10 key benefits of ITSM:\r\n<ul><li>&nbsp;&nbsp;&nbsp; Lower costs for IT operations</li><li>&nbsp;&nbsp;&nbsp; Higher returns on IT investments</li><li>&nbsp;&nbsp;&nbsp; Minimal service outages</li><li>&nbsp;&nbsp;&nbsp; Ability to establish well-defined, repeatable, and manageable IT processes</li><li>&nbsp;&nbsp;&nbsp; Efficient analysis of IT problems to reduce repeat incidents</li><li>&nbsp;&nbsp;&nbsp; Improved efficiency of IT help desk teams</li><li>&nbsp;&nbsp;&nbsp; Well-defined roles and responsibilities</li><li>&nbsp;&nbsp;&nbsp; Clear expectations on service levels and service availability</li><li>&nbsp;&nbsp;&nbsp; Risk-free implementation of IT changes</li><li>&nbsp;&nbsp;&nbsp; Better transparency into IT processes and services</li></ul>\r\n<h1 class=\"align-center\">How to choose an ITSM tool?</h1>\r\nWith a competent IT service management goal in mind, it's important to invest in a service desk solution that caters to your business needs. It goes without saying, with more than 150 service desk tools to choose from, selecting the right one is easier said than done. Here are a few things to keep in mind when choosing an ITSM products:\r\n<span style=\"font-weight: bold; \">Identify key processes and their dependencies. </span>Based on business goals, decide which key ITSM processes need to be implemented and chart out the integrations that need to be established to achieve those goals. \r\n<span style=\"font-weight: bold; \">Consult with ITSM experts.</span> Participate in business expos, webinars, demos, etc., and educate yourself about the various options that are available in the market. Reports from expert analysts such as Gartner and Forrester are particularly useful as they include reviews of almost every solution, ranked based on multiple criteria.\r\n<span style=\"font-weight: bold; \">Choose a deployment option.</span> Every business has a different IT infrastructure model. Selecting an on-premises or software as a service (SaaS IT service management) tool depends on whether your business prefers to host its applications and data on its own servers or use a public or private cloud.\r\n<span style=\"font-weight: bold; \">Plan ahead for the future.</span> Although it's important to consider the &quot;needs&quot; primarily, you shouldn't rule out the secondary or luxury capabilities. If the ITSM tool doesn't have the potential to adapt to your needs as your organization grows, it can pull you back from progressing. Draw a clear picture of where your business is headed and choose an service ITSM that is flexible and technology-driven.\r\n<span style=\"font-weight: bold;\">Don't stop with the capabilities of the ITSM tool.</span> It might be tempting to assess an ITSM tool based on its capabilities and features but it's important to evaluate the vendor of the tool. A good IT support team, and a vendor that is endorsed for their customer-vendor relationship can take your IT services far. Check Gartner's magic quadrant and other analyst reports, along with product and support reviews to ensure that the said tool provides good customer support.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon_ITSM.png"}],"additionalInfo":{"budgetNotExceeded":"-1","functionallyTaskAssignment":"-1","projectWasPut":"-1","price":0,"source":{"url":"https://www.sysaid.com/customers/microdrones-case-study","title":"Web-site of vendor"}},"comments":[],"referencesCount":0},{"id":1245,"title":"SysAid ITSM for Sintec Consulting","description":"<span style=\"font-weight: bold;\">Need to change an ‘unsystematic system’</span>\r\nAs a business consulting firm, Sintec has established its regional leadership by providing high levels of support, customization, and understanding of their clients. The firm helps its clients transform their operations in a variety of ways, by improving customer service, organizational processes, and technology.<br />\r\nThe ‘unsystematic system’ was becoming increasingly unwieldy and inefficient as Sintec was growing in size and scaling its services accordingly. Improvements were clearly needed, but the first steps were discovering what was actually being done and measuring performance. The insight gained would help managers understand what staff are spending most of their time and effort on, highlighting patterns not obvious in day-to-day activity, and which service level commitments were not being met.<br />\r\nThe company identified a need to measure performance in several departments – IT, human resources, marketing, design, administration, and commercial support. Primarily, the focus was on ensuring the highest quality back-office support for Sintec’s own workforce. To improve service management for clients, including all areas of service provided to them (not just IT services), the company created the Sintec Delivery Center, which included Sintec Digital and Technology Strategy areas of business.<br /><br /><span style=\"font-weight: bold;\">Time to use SysAid to its full potential</span><br />\r\nIn addition to its more general uses for ticket management in the IT department and wider performance reporting, SysAid is being used in unique ways across several Sintec departments.<br /><span style=\"font-weight: bold;\"><br />The Sintec Delivery Center</span>\r\n<ul><li>SysAid is integrated into the new center’s services.</li><li>SysAid is used for organizing and tracking maintenance of systems created for clients by Sintec Digital, as part of the services offered by the delivery center.</li><li>Troubleshooting issues and handling incidents as they arise for clients of the Delivery Center, including in their own customer services, is handled through SysAid.</li></ul>\r\n<br /><span style=\"font-weight: bold;\">The commercial support team</span>\r\n<ul><li>All requests from the sales teams for support from internal, back-office teams come through SysAid.</li><li>Commercial support services managed and tracked through SysAid include: creating reports; pipeline changes; creating new leads, opportunities and orders; opening projects; sharing strategic information on an account; and more.</li><li>The commercial support team uses SysAid to independently measure their performance.</li></ul>\r\n<br /><span style=\"font-weight: bold;\">The design team</span>\r\n<ul><li>Design services for Sintec customers – such as creating business presentations, video content, and the like – are managed and tracked through SysAid.</li><li>Design issues and problems are brought to the team’s attention via SysAid.</li><li>The use of SysAid allows the design team to measure their performance.</li></ul>\r\n<br />With the insights evident through SysAid, was able to define SLAs for many business areas of the company – administration, marketing, commercial support, HR, and design. To best share the information, new reports were created in SysAid and old reports were redesigned with what Isaí called “a smooth, easy-to-use interface.”<br />One of the most important SysAid modules Sintec uses is the self-service portal. The IT support team was impressed with the capability to significantly customize it, to add FAQs, and to embed links to in-house or external websites. For the end user, the portal’s look and feel made it intuitive and simple to use.<br />With SysAid’s service desk automation, the IT support desk is saving significant time in resolving issues due to automated routing. Each submitted ticket is automatically assigned to the most appropriate people to handle it.<br /><br /><span style=\"font-weight: bold;\">The results of enterprise service management</span><br />\r\nSysAid is being used as a unified enterprise service management platform in Sintec’s design, commercial support, and IT departments, as well as expanding into HR and administration. This centralization facilitates consistency and coordination across the business as it scales up to meet the needs of a growing client base.<br />\r\nThe speed and accuracy of the ticket routing, services, and support Sintec can offer thanks to SysAid has become a value-add, distinguishing Sintec from their competition. The advantages of the self-service portal, for both customerfacing and internal support, are an integral part of presentations to potential Sintec clients.<br />\r\nSysAid’s built-in reporting has helped Sintec identify where to focus attention for systemic improvements. Such insights help guide employee performance coaching, which in turn benefits Sintec’s customers with more effective service.<br />\r\nAs Isaí said, “SysAid gives us a window into the performance of all the departments across our organization.”<br />All of the above advantages gained by leveraging SysAid align fully with Sintec’s broader IT and business strategy.","alias":"sysaid-itsm-for-sintec-consulting","roi":0,"seo":{"title":"SysAid ITSM for Sintec Consulting","keywords":"","description":"<span style=\"font-weight: bold;\">Need to change an ‘unsystematic system’</span>\r\nAs a business consulting firm, Sintec has established its regional leadership by providing high levels of support, customization, and understanding of their clients. 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Effective IT service management can have positive effects on an IT organization's overall function.\r\nHere are the 10 key benefits of ITSM:\r\n<ul><li>&nbsp;&nbsp;&nbsp; Lower costs for IT operations</li><li>&nbsp;&nbsp;&nbsp; Higher returns on IT investments</li><li>&nbsp;&nbsp;&nbsp; Minimal service outages</li><li>&nbsp;&nbsp;&nbsp; Ability to establish well-defined, repeatable, and manageable IT processes</li><li>&nbsp;&nbsp;&nbsp; Efficient analysis of IT problems to reduce repeat incidents</li><li>&nbsp;&nbsp;&nbsp; Improved efficiency of IT help desk teams</li><li>&nbsp;&nbsp;&nbsp; Well-defined roles and responsibilities</li><li>&nbsp;&nbsp;&nbsp; Clear expectations on service levels and service availability</li><li>&nbsp;&nbsp;&nbsp; Risk-free implementation of IT changes</li><li>&nbsp;&nbsp;&nbsp; Better transparency into IT processes and services</li></ul>\r\n<h1 class=\"align-center\">How to choose an ITSM tool?</h1>\r\nWith a competent IT service management goal in mind, it's important to invest in a service desk solution that caters to your business needs. It goes without saying, with more than 150 service desk tools to choose from, selecting the right one is easier said than done. Here are a few things to keep in mind when choosing an ITSM products:\r\n<span style=\"font-weight: bold; \">Identify key processes and their dependencies. </span>Based on business goals, decide which key ITSM processes need to be implemented and chart out the integrations that need to be established to achieve those goals. \r\n<span style=\"font-weight: bold; \">Consult with ITSM experts.</span> Participate in business expos, webinars, demos, etc., and educate yourself about the various options that are available in the market. Reports from expert analysts such as Gartner and Forrester are particularly useful as they include reviews of almost every solution, ranked based on multiple criteria.\r\n<span style=\"font-weight: bold; \">Choose a deployment option.</span> Every business has a different IT infrastructure model. 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Effective IT service management can have positive effects on an IT organization's overall function.\r\nHere are the 10 key benefits of ITSM:\r\n<ul><li>&nbsp;&nbsp;&nbsp; Lower costs for IT operations</li><li>&nbsp;&nbsp;&nbsp; Higher returns on IT investments</li><li>&nbsp;&nbsp;&nbsp; Minimal service outages</li><li>&nbsp;&nbsp;&nbsp; Ability to establish well-defined, repeatable, and manageable IT processes</li><li>&nbsp;&nbsp;&nbsp; Efficient analysis of IT problems to reduce repeat incidents</li><li>&nbsp;&nbsp;&nbsp; Improved efficiency of IT help desk teams</li><li>&nbsp;&nbsp;&nbsp; Well-defined roles and responsibilities</li><li>&nbsp;&nbsp;&nbsp; Clear expectations on service levels and service availability</li><li>&nbsp;&nbsp;&nbsp; Risk-free implementation of IT changes</li><li>&nbsp;&nbsp;&nbsp; Better transparency into IT processes and services</li></ul>\r\n<h1 class=\"align-center\">How to choose an ITSM tool?</h1>\r\nWith a competent IT service management goal in mind, it's important to invest in a service desk solution that caters to your business needs. It goes without saying, with more than 150 service desk tools to choose from, selecting the right one is easier said than done. Here are a few things to keep in mind when choosing an ITSM products:\r\n<span style=\"font-weight: bold; \">Identify key processes and their dependencies. </span>Based on business goals, decide which key ITSM processes need to be implemented and chart out the integrations that need to be established to achieve those goals. \r\n<span style=\"font-weight: bold; \">Consult with ITSM experts.</span> Participate in business expos, webinars, demos, etc., and educate yourself about the various options that are available in the market. Reports from expert analysts such as Gartner and Forrester are particularly useful as they include reviews of almost every solution, ranked based on multiple criteria.\r\n<span style=\"font-weight: bold; \">Choose a deployment option.</span> Every business has a different IT infrastructure model. Selecting an on-premises or software as a service (SaaS IT service management) tool depends on whether your business prefers to host its applications and data on its own servers or use a public or private cloud.\r\n<span style=\"font-weight: bold; \">Plan ahead for the future.</span> Although it's important to consider the &quot;needs&quot; primarily, you shouldn't rule out the secondary or luxury capabilities. If the ITSM tool doesn't have the potential to adapt to your needs as your organization grows, it can pull you back from progressing. Draw a clear picture of where your business is headed and choose an service ITSM that is flexible and technology-driven.\r\n<span style=\"font-weight: bold;\">Don't stop with the capabilities of the ITSM tool.</span> It might be tempting to assess an ITSM tool based on its capabilities and features but it's important to evaluate the vendor of the tool. 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Effective IT service management can have positive effects on an IT organization's overall function.\r\nHere are the 10 key benefits of ITSM:\r\n<ul><li>&nbsp;&nbsp;&nbsp; Lower costs for IT operations</li><li>&nbsp;&nbsp;&nbsp; Higher returns on IT investments</li><li>&nbsp;&nbsp;&nbsp; Minimal service outages</li><li>&nbsp;&nbsp;&nbsp; Ability to establish well-defined, repeatable, and manageable IT processes</li><li>&nbsp;&nbsp;&nbsp; Efficient analysis of IT problems to reduce repeat incidents</li><li>&nbsp;&nbsp;&nbsp; Improved efficiency of IT help desk teams</li><li>&nbsp;&nbsp;&nbsp; Well-defined roles and responsibilities</li><li>&nbsp;&nbsp;&nbsp; Clear expectations on service levels and service availability</li><li>&nbsp;&nbsp;&nbsp; Risk-free implementation of IT changes</li><li>&nbsp;&nbsp;&nbsp; Better transparency into IT processes and services</li></ul>\r\n<h1 class=\"align-center\">How to choose an ITSM tool?</h1>\r\nWith a competent IT service management goal in mind, it's important to invest in a service desk solution that caters to your business needs. It goes without saying, with more than 150 service desk tools to choose from, selecting the right one is easier said than done. Here are a few things to keep in mind when choosing an ITSM products:\r\n<span style=\"font-weight: bold; \">Identify key processes and their dependencies. </span>Based on business goals, decide which key ITSM processes need to be implemented and chart out the integrations that need to be established to achieve those goals. \r\n<span style=\"font-weight: bold; \">Consult with ITSM experts.</span> Participate in business expos, webinars, demos, etc., and educate yourself about the various options that are available in the market. Reports from expert analysts such as Gartner and Forrester are particularly useful as they include reviews of almost every solution, ranked based on multiple criteria.\r\n<span style=\"font-weight: bold; \">Choose a deployment option.</span> Every business has a different IT infrastructure model. Selecting an on-premises or software as a service (SaaS IT service management) tool depends on whether your business prefers to host its applications and data on its own servers or use a public or private cloud.\r\n<span style=\"font-weight: bold; \">Plan ahead for the future.</span> Although it's important to consider the &quot;needs&quot; primarily, you shouldn't rule out the secondary or luxury capabilities. If the ITSM tool doesn't have the potential to adapt to your needs as your organization grows, it can pull you back from progressing. Draw a clear picture of where your business is headed and choose an service ITSM that is flexible and technology-driven.\r\n<span style=\"font-weight: bold;\">Don't stop with the capabilities of the ITSM tool.</span> It might be tempting to assess an ITSM tool based on its capabilities and features but it's important to evaluate the vendor of the tool. 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ITSM is focused on aligning IT processes and services with business objectives to help an organization grow.\r\nITSM positions IT services as the key means of delivering and obtaining value, where an internal or external IT service provider works with business customers, at the same time taking responsibility for the associated costs and risks. ITSM works across the whole lifecycle of a service, from the original strategy, through design, transition and into live operation.\r\nTo ensure sustainable quality of IT services, ITSM establishes a set of practices, or processes, constituting a service management system. There are industrial, national and international standards for IT service management solutions, setting up requirements and good practices for the management system. \r\nITSM system is based on a set of principles, such as focusing on value and continual improvement. It is not just a set of processes – it is a cultural mindset to ensure that the desired outcome for the business is achieved. \r\n<span style=\"font-weight: bold; \">ITIL (IT Infrastructure Library)</span> is a framework of best practices and recommendations for managing an organization's IT operations and services. IT service management processes, when built based on the ITIL framework, pave the way for better IT service operations management and improved business. To summarize, ITIL is a set of guidelines for effective IT service management best practices. ITIL has evolved beyond the delivery of services to providing end-to-end value delivery. 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It involves creating and designing new services as well as assessing current services and making relevant improvements.\r\n<span style=\"font-weight: bold; \">Service transition.</span> Once the designs for IT services and their processes have been finalized, it's important to build them and test them out to ensure that processes flow. IT teams need to ensure that the designs don't disrupt services in any way, especially when existing IT service processes are upgraded or redesigned. This calls for change management, evaluation, and risk management. \r\n<span style=\"font-weight: bold; \">Service operation. </span>This phase involves implementing the tried and tested new or modified designs in a live environment. While in this stage, the processes have already been tested and the issues fixed, but new processes are bound to have hiccups—especially when customers start using the services. \r\n<span style=\"font-weight: bold;\">Continual service improvement (CSI).</span> Implementing IT processes successfully shouldn't be the final stage in any organization. There's always room for improvement and new development based on issues that pop up, customer needs and demands, and user feedback.\r\n\r\n","materialsDescription":"<h1 class=\"align-center\">Benefits of efficient ITSM processes</h1>\r\nIrrespective of the size of business, every organization is involved in IT service management in some way. ITSM ensures that incidents, service requests, problems, changes, and IT assets—in addition to other aspects of IT services—are managed in a streamlined way.\r\nIT teams in your organization can employ various workflows and best practices in ITSM, as outlined in ITIL. Effective IT service management can have positive effects on an IT organization's overall function.\r\nHere are the 10 key benefits of ITSM:\r\n<ul><li>&nbsp;&nbsp;&nbsp; Lower costs for IT operations</li><li>&nbsp;&nbsp;&nbsp; Higher returns on IT investments</li><li>&nbsp;&nbsp;&nbsp; Minimal service outages</li><li>&nbsp;&nbsp;&nbsp; Ability to establish well-defined, repeatable, and manageable IT processes</li><li>&nbsp;&nbsp;&nbsp; Efficient analysis of IT problems to reduce repeat incidents</li><li>&nbsp;&nbsp;&nbsp; Improved efficiency of IT help desk teams</li><li>&nbsp;&nbsp;&nbsp; Well-defined roles and responsibilities</li><li>&nbsp;&nbsp;&nbsp; Clear expectations on service levels and service availability</li><li>&nbsp;&nbsp;&nbsp; Risk-free implementation of IT changes</li><li>&nbsp;&nbsp;&nbsp; Better transparency into IT processes and services</li></ul>\r\n<h1 class=\"align-center\">How to choose an ITSM tool?</h1>\r\nWith a competent IT service management goal in mind, it's important to invest in a service desk solution that caters to your business needs. It goes without saying, with more than 150 service desk tools to choose from, selecting the right one is easier said than done. Here are a few things to keep in mind when choosing an ITSM products:\r\n<span style=\"font-weight: bold; \">Identify key processes and their dependencies. </span>Based on business goals, decide which key ITSM processes need to be implemented and chart out the integrations that need to be established to achieve those goals. \r\n<span style=\"font-weight: bold; \">Consult with ITSM experts.</span> Participate in business expos, webinars, demos, etc., and educate yourself about the various options that are available in the market. Reports from expert analysts such as Gartner and Forrester are particularly useful as they include reviews of almost every solution, ranked based on multiple criteria.\r\n<span style=\"font-weight: bold; \">Choose a deployment option.</span> Every business has a different IT infrastructure model. Selecting an on-premises or software as a service (SaaS IT service management) tool depends on whether your business prefers to host its applications and data on its own servers or use a public or private cloud.\r\n<span style=\"font-weight: bold; \">Plan ahead for the future.</span> Although it's important to consider the &quot;needs&quot; primarily, you shouldn't rule out the secondary or luxury capabilities. If the ITSM tool doesn't have the potential to adapt to your needs as your organization grows, it can pull you back from progressing. Draw a clear picture of where your business is headed and choose an service ITSM that is flexible and technology-driven.\r\n<span style=\"font-weight: bold;\">Don't stop with the capabilities of the ITSM tool.</span> It might be tempting to assess an ITSM tool based on its capabilities and features but it's important to evaluate the vendor of the tool. 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Plus benefit from SysAid Password Services, SysAid Remote Control, and SysAid Mobile App.<br />\r\n<span style=\"font-weight: bold;\">Help with ITIL Adoption</span><br />SysAid offers ITIL best practice process support for incident, request, problem, change, and service level management, plus a CMDB.<br />\r\n<span style=\"font-weight: bold;\">An Employee or Customer Self-Service Portal</span><br />Allow end users to submit tickets, chat, track their incident or service request history, and use the integrated knowledge base.<br />\r\n<span style=\"font-weight: bold;\">Asset Management</span><br />Gain control over your IT assets. Discover and track hardware, software, and mobile assets. 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It involves creating and designing new services as well as assessing current services and making relevant improvements.\r\n<span style=\"font-weight: bold; \">Service transition.</span> Once the designs for IT services and their processes have been finalized, it's important to build them and test them out to ensure that processes flow. IT teams need to ensure that the designs don't disrupt services in any way, especially when existing IT service processes are upgraded or redesigned. This calls for change management, evaluation, and risk management. \r\n<span style=\"font-weight: bold; \">Service operation. </span>This phase involves implementing the tried and tested new or modified designs in a live environment. While in this stage, the processes have already been tested and the issues fixed, but new processes are bound to have hiccups—especially when customers start using the services. \r\n<span style=\"font-weight: bold;\">Continual service improvement (CSI).</span> Implementing IT processes successfully shouldn't be the final stage in any organization. There's always room for improvement and new development based on issues that pop up, customer needs and demands, and user feedback.\r\n\r\n","materialsDescription":"<h1 class=\"align-center\">Benefits of efficient ITSM processes</h1>\r\nIrrespective of the size of business, every organization is involved in IT service management in some way. ITSM ensures that incidents, service requests, problems, changes, and IT assets—in addition to other aspects of IT services—are managed in a streamlined way.\r\nIT teams in your organization can employ various workflows and best practices in ITSM, as outlined in ITIL. Effective IT service management can have positive effects on an IT organization's overall function.\r\nHere are the 10 key benefits of ITSM:\r\n<ul><li>&nbsp;&nbsp;&nbsp; Lower costs for IT operations</li><li>&nbsp;&nbsp;&nbsp; Higher returns on IT investments</li><li>&nbsp;&nbsp;&nbsp; Minimal service outages</li><li>&nbsp;&nbsp;&nbsp; Ability to establish well-defined, repeatable, and manageable IT processes</li><li>&nbsp;&nbsp;&nbsp; Efficient analysis of IT problems to reduce repeat incidents</li><li>&nbsp;&nbsp;&nbsp; Improved efficiency of IT help desk teams</li><li>&nbsp;&nbsp;&nbsp; Well-defined roles and responsibilities</li><li>&nbsp;&nbsp;&nbsp; Clear expectations on service levels and service availability</li><li>&nbsp;&nbsp;&nbsp; Risk-free implementation of IT changes</li><li>&nbsp;&nbsp;&nbsp; Better transparency into IT processes and services</li></ul>\r\n<h1 class=\"align-center\">How to choose an ITSM tool?</h1>\r\nWith a competent IT service management goal in mind, it's important to invest in a service desk solution that caters to your business needs. It goes without saying, with more than 150 service desk tools to choose from, selecting the right one is easier said than done. Here are a few things to keep in mind when choosing an ITSM products:\r\n<span style=\"font-weight: bold; \">Identify key processes and their dependencies. </span>Based on business goals, decide which key ITSM processes need to be implemented and chart out the integrations that need to be established to achieve those goals. \r\n<span style=\"font-weight: bold; \">Consult with ITSM experts.</span> Participate in business expos, webinars, demos, etc., and educate yourself about the various options that are available in the market. Reports from expert analysts such as Gartner and Forrester are particularly useful as they include reviews of almost every solution, ranked based on multiple criteria.\r\n<span style=\"font-weight: bold; \">Choose a deployment option.</span> Every business has a different IT infrastructure model. 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