IT Service Management – BMC Helix Experts for DSOM, Helix ITSM, Digital Workplace Catalog, Discovery, and AIOps

This blog post walks you through what ITSM and ITIL are, what an IT Service is, what types of services are available, and the evolution of ITIL service delivery.

IT Service Management (ITSM) are the plans, activities, and processes an organization used to design, deliver, and manage service delivery for its customers.

Source: http://www.adneurope.com/index.php?id=53&L=2

The Information Technology Infrastructure Library (ITIL) is a framework for implementing ITSM and the framework is based on a set of best practices evolved from experience.

An IT service, as described in ITIL v3 framework, is “a means of delivering value to customers by facilitating outcomes customers want to achieved without the ownership of specific costs and risks.” In other words, delivering something customers value where the customer cannot or does not want to own and perform itself.

Four categories of IT services are described: business process services, IT skill services, application services, and infrastructure services.

The final definition of ITIL service delivery in the post is:

ITIL service delivery occurs when an IT organization performs an IT service for a customer (business process, IT skills, application, or infrastructure service) that the customer values and desires and that the customer cannot or does not want to own and perform itself. Services are designed, deployed, delivered, improved, and retired by using the ITIL v3 service lifecycle.

Click the link to read the full article.

Source: What is ITIL Service Delivery? – BMC Blogs

[Featured image courtesy of Flickr: Poptech]

Blaine Bryant, Director, IT Service Management and IT Finance at BMC Software, explains his choice of five key performance indicators (KPIs) to keep your high-performance service desk on track.

There are tons of KPIs to choose from and these five are the foundational. In the article, he provides the details of how the KPI is calculated and the target range. Worth the read.

1. Increase/Decrease of Incident Re-Assignments

Incidents and requests that are moved among support teams take longer to resolve. Manage your teams to ensure that these are forwarded to the correct support group the first time by updating work logs and following incident management processes and best practices.

2. Decrease of Incorrectly Assigned Incidents

An incorrectly routed incident wastes everyone’s time and delays time to resolution. Again, manage this count downward by retraining service desk staff on incident management processes and best practices.

3. Increase in Incidents Responded within Target

Your responsiveness to reported incidents is a critical factor in both customer satisfaction and the credibility of IT among business users. Make sure you’re meeting expectations by hitting defined service level targets the vast majority of the time, and work to continually improve your success rate.

4. Increase in Incidents Resolved within Target

There may be no more important metric than your ability to fix problems as quickly as you’ve promised to. This metric validates your core effectiveness as a service desk in resolving incidents within defined service level targets.

5. Reduction in Aging Incidents by Priority (Backlog)

Your backlog should keep you up at night—it might well be costing your business users some sleep, too. Clear out aging incidents (defined as those more than 14 days old) to keep users satisfied and avoid high support time and cost.

Source: 5 Key Performance Indicators for a High-Performance Service Desk – BMC Blogs

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