IT Service Management (ITSM) Software, SOA Software

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IT Service Management (ITSM)

IT service management generally comprises a set of procedures, measures and methods for the development, provision and management of IT services for the company, its employees or its customers. IT service management includes all processes related to planning, compilation of hardware and software, delivery and support. IT services can include virtually any IT resource (hardware, software, computing resource). ITSM is therefore a very general term.

ITSM Software

The ITSM software supports IT teams of companies and organizations as well as managed service providers in the planning, design, development and monitoring as well as the continuous provision of IT services. The ITSM processes that ITSM tools map include software release and deployment management, incident management, change management, knowledge management and problem management. ITSM software can be used to manage internal IT and users as well as external IT and users.

Typical building blocks of ITSM software

• Change Management

  Change management maps any type of change to an IT infrastructure and IT services. Change management is always called upon when a change request is received. This is then classified, the priority and the impact determined. A decision is then made about the change, and planning and testing, as well as release and execution, take place. Depending on the scope of the desired change, change management works closely with release management and project management. Change management is part of the productive area, which is important for service delivery.

• Configuration Management

  Configuration Management maps service assets and configuration items (CIs). Configuration Management identifies and catalogs, stores, and monitors CIs. Through effective collaboration with Service Management, Configuration Management provides accurate information about CIs. All data required by ITSM processes can be found in Configuration Management. Configuration Management interfaces with all other ITSM processes. Configuration Management is also the place where it is stored which support team is responsible for which incident category.

• Incident Management

  Incident management comprises the concept and the tools for mapping a process to eliminate incidents as efficiently as possible within the agreed service levels. Incidents are usually received and classified via a service desk. The handling of incidents is also represented via the service desk. Incidents can be technical problems and vulnerabilities as well as specific attacks on the organization's IT infrastructure.

• Problem Management

  Problem management is used for a holistic service management approach. Incidents are analyzed and problem management ensures that minor disruptions do not develop into permanent major disruptions. Problem management works closely with change management to achieve this. Problem management can be divided into reactive and preventive problem management. In preventive problem management, the IT service is checked for weak points in order to exclude incidents that have already been identified in advance as far as possible. In reactive problem management, the reasons for incidents are investigated and proposals are drawn up for preventing incidents for precisely these reasons. The area of problem management also includes, among other things, the development of a knowledge database.

• Service Request Management

  Service Request Management maps user requests via a service desk and assigns a corresponding urgency to the request and supports processing. The nature of the requests varies widely. For example, requests can relate to registration processes, software or hardware upgrades, application access or contract and project inquiries. The goal of service request management is to ensure user satisfaction. Service Request Management ensures that regular information is provided to the user.

• Release Management

  Release management is closely related to change management. It is designed to provide new or updated IT services or CIs while ensuring that integrity and functionality are maintained. The functions of this ITSM module include the release of a new software or hardware product, the release of a new version of the software or hardware, and the release of an IT service with new functions. Release management is intended to minimize the risk of interruption to business processes resulting from inadequately tested or incorrectly planned system configurations or components.

• Continual Process Improvement Management

  Continuous process improvement relies on quality management methods to constantly improve the effectiveness and efficiency of IT services and avoid the repetition of errors. ISO 20000 is also used in this area of continuous process improvement. The aim is to establish, operate and permanently improve standardized processes for mapping IT services and the IT infrastructure. Continuous process improvement is intended to make the cost-benefit ratio of IT services as optimal as possible for companies and customers.

• Service Level Management (SLM)

  Service Level Management is used to define, optimize and monitor IT services. The aim of SLM is to design and ensure that IT services are in line with customer expectations. Service Level Management defines the framework for service levels and service quality. The development and specification of service level agreements (SLAs) ensures that the customer specifies its requirements and expectations with regard to IT services. The most important tasks in service level management are the creation of quality plans, the management of the IT service catalog, the development and management of supporting agreements, and the regular and continuous monitoring and evaluation of SLAs in terms of target achievement and costs.

• Capacity Management

  The aim of capacity management is to provide sufficient IT service and IT infrastructure capacities while taking cost-effectiveness into account. Resource planning is carried out for the short and medium term as well as for the long term. Capacity management also ensures that the capacity level required by the customer is compared with that of the existing operating resources and the resources already planned.

• Availability Management

  Availability management encompasses the definition, planning, measurement, evaluation and improvement of all measures that are essential for ensuring the availability of the defined IT services. Ensuring availability is practically the core task of IT service management. Availability management includes the identification and definition of internal and external availability requirements. The basis for availability is that the required SLAs must be reconciled with corresponding costs and efforts.

• Information Security Management

  Information security management includes the identification and definition of internal and external security requirements, the planning of security procedures and the corresponding description and implementation management. The goal is to achieve a defined security level. A risk analysis serves as a start for defining the security level. The internal, minimum security requirement is the so-called IT baseline protection.

• Reporting Management

  Another component of the ITSM software is reporting management. Report management is triggered when a corresponding request is received from one of the processes. Each report request is classified and processed according to urgency and priority. The goal of report management is to standardize procedures for IT reporting requests. Among other things, the reports document service delivery and its quality and also ensure legal functions.

Tips and question suggestions

More tips and question suggestions for evaluating ITSM software:

• Ask the vendor if the ITSM software supports a powerful IT service desk. The IT service desk is the interface between IT service providers and users.
• Check whether the ITSM software maps all areas (ITIL best practices, frameworks, etc.) that you currently use or plan to use in the future. Look at the functions and modules that the software includes as standard. For example, is a self-service portal also included?
• Ask the vendor about integration with existing systems. The ITSM software should monitor hardware, software and networks and exchange data with connected applications. Make sure that the selected software can access all existing IT assets. Is the integration of all necessary third-party systems guaranteed and are standard interfaces available?
• When selecting an ITSM software, make sure that it is equipped with graphical dashboards and configurable reports. Service delivery and quality should be monitored in real time and based on key KPIs.
• Create specific scenarios that should be handled by the ITSM software and have the providors show you how they are mapped by the tools of the different providers.
• What best practices does the ITSM software include? Are these best practices continuously improved or adapted to customer requirements? Pay attention to the process flows and the functions!
• What about the usability of the ITSM software? Is the tool easy and simple to use and can the software be learned quickly? Is the GUI designed intuitively and in a way that is specific to the target group?
• Ask the provider about customizing options. Can the software be extensively adapted to your business processes? Is it easily configurable?
• Inquire about the operating expenses for installing updates or function upgrades! The costs for updates and upgrades often differ greatly between the individual providers of ITSM software.
• Ask the vendor about support and services! Does the vendor have ITIL® and project management certified consultants on hand to implement the software? Does the vendor offer training programs for the software?
• Consider whether the ITSM software is to be deployed on premises or cloud-based. Does the provider offer the required operating model and does the technology fit the defined IT standards in your company?
• Ask the vendor about reporting! Does the ITSM software offer preconfigured reports? Can company-specific reports be added? Does the software include interactive evaluations?
• Does the software or the manufacturer of the software offer the user interface, documentation and support in different languages? Are the languages you require included?
• Check the vendor's standing in the market! Has the software been on the market for a long time? For example, are there case studies or references with successfully implemented ITSM software?