{"id":34559,"date":"2019-10-31T21:59:00","date_gmt":"2019-10-31T18:59:00","guid":{"rendered":"https:\/\/prohoster.info\/blog\/itsm-chto-eto-takoe-i-s-chego-nachat-vnedrenie\/"},"modified":"2019-10-31T21:59:00","modified_gmt":"2019-10-31T18:59:00","slug":"itsm-chto-eto-takoe-i-s-chego-nachat-vnedrenie","status":"publish","type":"post","link":"https:\/\/prohoster.info\/en\/blog\/administrirovanie\/itsm-chto-eto-takoe-i-s-chego-nachat-vnedrenie","title":{"rendered":"ITSM\u2014what it is and how to start implementation","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"

Yesterday we published on Habr a selection of materials<\/a><\/noindex> for those who would like to understand ITSM\u2014study trends and tools. Today we continue to discuss how to integrate ITSM into business processes and what cloud tools can help with this.<\/p>\n

\"ITSM\u2014what<\/a><\/noindex>
\n\/ PxHere<\/noindex> \/ PD<\/i><\/p>\n

What you gain from this<\/h2>\n

\nThe traditional approach to managing IT departments is called 'resource-based.' Simply put, it focuses on working with servers, networks, and other hardware\u2014'IT resources.' Following this model, the IT department often overlooks what other departments are doing, basing operations not on users' needs and client requirements but from the opposite direction\u2014from resources.<\/a><\/noindex><\/p>\n

An alternative to this approach to IT management is ITSM (IT Service Management). This is a service-oriented method that emphasizes focusing not on technologies and hardware, but on users (who can be both employees of the organization and clients) and their needs.<\/p>\n

How say<\/a><\/noindex> According to representatives from IBM, this approach allows for reductions in operational costs and improvements in the quality of services provided by the IT department.<\/p><\/blockquote>\n

<\/p>\n

What ITSM provides in practice<\/h2>\n

\nThe ITSM methodology turns the IT department into a service provider for other divisions of the organization. It stops being a supporting element responsible for maintaining the functionality of the IT infrastructure: individual servers, networks, and applications.<\/p>\n

The company formalizes the services it wishes to receive from the IT department and moves to a 'client-supplier' model of operation. As a result, the business begins to specify its requirements for services, articulating the problems and tasks faced by users. The IT department then decides what technical means to use to meet these needs.<\/p>\n

\"ITSM\u2014what
\n\/ Jos\u00e9 Alejandro Cuffia<\/noindex> \/ Unsplash<\/i><\/p>\n

Overall, the company's infrastructure is divided into individual services that automate specific business tasks. Specialized software platforms are used to manage these services. The most well-known in the ITSM market is the cloud system ServiceNow. For several consecutive years, it has ranked first<\/a><\/noindex> in Gartner's 'quadrant.'<\/p>\n

We at 'IT Guild<\/a><\/noindex>' focus on integrating ServiceNow solutions.<\/p>\n

We will discuss how to approach ITSM integration within a company. We will provide several business processes where automation optimizes the work of IT departments. Additionally, we will talk about the tools of the ServiceNow platform that facilitate this.<\/p>\n

\u2028<\/p>\n

Where to start and what tools are available<\/h2>\n

\nAsset Management (ITAM, IT Asset Management)<\/a><\/noindex>.<\/b> This is the process responsible for tracking IT assets throughout their lifecycle: from acquisition or development to decommissioning. IT assets include various software and hardware such as PCs, laptops, servers, office equipment, and internet resources. Automating asset management allows companies to use resources more efficiently and forecast needs.<\/p>\n

Two ServiceNow applications\u2014Discovery and Mapping Service\u2014can help address this challenge. The first automatically detects and identifies new assets (for example, servers connected to the corporate network) and records information about them in a special database (known as CMDB<\/a><\/noindex>).<\/p>\n

The second determines the relationships between services and the infrastructure elements on which these services are built. As a result, all processes within the IT department and the company become more transparent.<\/p>\n

We discussed how to implement asset management and work with these two applications in our corporate blog\u2014there you can find a detailed practical guide (one<\/a><\/noindex> and two<\/a><\/noindex>). It covers all stages of implementation from planning to auditing.<\/p>\n

\nFinancial Management (ITFM, IT Financial Management)<\/a><\/noindex>.<\/b> This is the process that includes optimizing IT services from an economic perspective. The IT department and the organization need to collect financial information to understand the overall picture of costs and revenues.<\/p>\n

The ServiceNow Financial Management module can assist in gathering this information. It is a single dashboard where IT department employees can plan budgets, track spending across various activities, and bill for services (to other departments of the organization as well as its clients). You can see how this looks in our review<\/a><\/noindex> the ServiceNow Financial Management tool. We have also prepared a brief guide<\/a><\/noindex> on implementing financial management processes, detailing the key stages.<\/p>\n

\nManagement and Monitoring of Data Centers (ITOM, IT Operations Management)<\/a><\/noindex>.<\/b> The aim of this process is to monitor IT infrastructure components and balance loads. IT department specialists must understand how changes in server or network switch performance will affect the quality of services provided.<\/p>\n

The Service Portal ServiceWatch can assist with this task. It gathers information about the infrastructure using the aforementioned Discovery module and automatically establishes dependencies between business services and IT services. We discussed how to collect data about IT systems using Discovery in our corporate blog<\/a><\/noindex>. We even prepared a video on the topic<\/a><\/noindex>.<\/p>\n

\nSelf-Service Portal (Service Portal)<\/a><\/noindex>.<\/b> Such portals allow users to solve their issues with software or hardware on their own, without the help of support specialists. There are several options for building such portals \u2014 static knowledge bases, FAQs, or dynamic pages with the ability to submit requests.<\/p>\n

We covered more about types of portals in one of our previous materials on Habr<\/a><\/noindex>.<\/p>\n

Creating such a Service Portal is facilitated by the tool of the same name from ServiceNow. The portal's appearance can be customized with additional pages or widgets, as well as through development tools like AngularJS, SCSS, and JavaScript.<\/p>\n

\n\"ITSM\u2014what
\n\/ PxHere<\/noindex> \/ PD<\/i><\/p>\n

\nAgile Development Management<\/a><\/noindex>.<\/b> This is a process based on agile development methodologies. They have many advantages (continuous development and change, iterative nature), but the fragmentation of small development groups, each working on their own project, does not always provide management with a clear view of the overall situation and progress.<\/p>\n

The ServiceNow Agile Development tool addresses this issue and provides centralized management over the development process. This approach facilitates collaborative efforts and oversight over the entire software creation lifecycle: from planning to maintaining the finished system. We discussed how to start working with the Agile Development tool in this material<\/a><\/noindex>.<\/p>\n

\nOf course, these are not all the processes that can be standardized and automated with ITSM and ServiceNow. We talk about other possibilities of the platform on our site on the website<\/a><\/noindex> \u2014 there you can also ask questions<\/a><\/noindex> to our specialists.<\/i><\/p>\n

\nThemed materials from our corporate blog:<\/p>\n