What Is an ITSM Product

Building the perfect IT team for your organization is not always easy. In fact, the difficulty many companies face in attracting and retaining highly-skilled professionals has been well-documented. All too often, companies invest a lot of time and money in trying to build their own version of the Dream Team, only to find it more difficult than they had expected.

One of the reasons why companies might have trouble retaining their talent is NOT that the company isn’t good to work for or that they’re not being paid enough (though true in certain cases). Instead, it’s that they are overwhelmed. They’re often passionate and highly competent problem-solvers, but they find themselves pulled in too many directions. They’re trying to “think big”, but they’re constantly bogged down in monotonous, routine tasks—rather than being able to truly do their jobs.

What’s the answer? In many cases, adopting an IT service management (ITSM) framework is an ideal first step, followed closely by evaluating and implementing one or more ITSM products. Keep reading for a quick overview of key ITSM framework components and the role ITSM products (like Lumos) can play in helping your organization achieve its objectives.

What Is an ITSM Framework?

An ITSM framework sets the foundation for the efficient management and configuration of an organization’s various IT services. An effective ITSM framework provides several benefits, including the ability to increase efficiency, improve security and compliance, and even reduce costs by consolidating vendors. The most common ITSM framework components include specific policies and processes, as well as the implementation and integration of one more ITSM products. 

What Is ITSM Software, and What Does an ITSM Tool Do?

Modern ITSM software solutions include a collection of impactful tools organizations can use to increase efficiency and security, often reducing costs in the process. And with today’s ITSM products being as versatile as they are (not to mention the increasingly-large market for such solutions), it’s important to consider your objectives and priorities before you start evaluating and comparing ITSM products. That way, you can zero in on the tool or tools that will best fit your needs—and your budget.

Once you’ve defined clear ITSM objectives, comparing software solutions becomes much easier. From there, you can focus on more logistical or practical matters—like how you’ll configure and implement your solution. You might even consider making a checklist of must-have features and then comparing ITSM solutions based on how well they align with those needs. 

Some of the most commonly sought-after and most powerful uses of ITSM products include using them to…

• Automate routine tasks, such as provisioning and deprovisioning and handling access management requests.

• Configure custom integrations with other software solutions and systems to extend functionality.

• Improve their ability to maintain a high level of security and ensure regulatory/legal compliance (as applicable).

• Quickly and efficiently identify and handle unexpected issues before they can become larger and more disruptive problems.

• Effectively manage user requests, including the creation of self-service portals and automated workflows.

• Minimize risk during times of transition through effective change management planning and procedures.

• Improve their capacity to quickly detect problems, analyze their root cause(s), and implement timely solutions.

• Enhance the security and functionality of IT assets and systems through change tracking, impact analysis, and other aspects of configuration management

• Discover deep, actionable ITSM insights through intuitive and versatile reporting and analytics functions.

How Do I Evaluate ITSM Products?

For the best results, it’s not enough to simply invest in one or more ITSM products. Instead, you would be wise to evaluate different ITSM tools to see which ones best fit your needs and priorities. Here are a few questions you might ask as you compare ITSM solutions:

• To what extent will this solution enable us to automate routine tasks? The right automations can save your IT team members time and energy, which they can spend solving more complex problems.

• Will this solution integrate with our existing or preferred tools? With a comprehensive and versatile solution like Lumos, custom integrations are easy.

• How could this solution enhance our security and compliance efforts? The top ITSM tools enable strong security protocols and help to ensure compliance through automated access management, detailed audit trails, and more.

• What is the potential cost-benefit ratio for this solution? The ideal ITSM solution can play an instrumental role in delivering impressive value while actually reducing costs, including through identifying, reclaiming, and reusing unused software licenses.

• To what extent will this solution enable us to consolidate vendors and leverage a unified platform? A solution like Lumos provides an invaluable “single source of truth” that provides reliable, accurate, and up-to-date information for improved decision making.

• Will this solution be easy to adopt, implement, and use? The easier it is to get up and running with an ITSM solution, the quicker you can expect to see its impact. At Lumos, we’ve developed a powerful platform with an intuitive interface, self-service portals, and other aspects of user-friendliness.

• How robust are the reporting and analytics capabilities? Sure it’s a cliché, but knowledge is power—especially when it’s reliable, accessible, and actionable. From detailed performance metrics to trend analysis, Lumos provides a wide range of actionable insights.

• Will this solution be able to scale with my business? As your business grows or its needs change, your ITSM tools will need to be able to evolve as well. The best ITSM platforms, like Lumos, are designed to be scalable and highly customizable, ready to grow and change alongside your business.

• How will this solution make my IT team’s lives easier? Perhaps the biggest benefit of ITSM tools is their ability to empower IT team members with an improved user experience, which helps to mitigate employee dissatisfaction, burnout, and turnover.

Lumos: The Scalable ITSM Solution That’s Ready to Grow With You

At Lumos, we understand the challenges that IT professionals face on a daily basis, and we’re passionate about developing solutions that deliver value and help companies to reach new heights. Our platform was built with IT professionals in mind, but its benefits can impact the entire organization. Ready to see it in action? Book your own live demo today!