IT Service Delivery Management | What to Look For

The expectations of modern age customers are dynamic and ever-increasing. These expectations range from minor service requests to critical issues such as payments and refunds. As clients judge the professionalism and sincerity of the organizations from how their expectations are met, no query or request from current or potential customers can go unresolved. Therefore, companies are having a tough time managing them while focusing on their core business activity.  

They require IT solutions that can achieve operational efficiency without adversely affecting customer satisfaction. IT service management is a group of networks, applications, data, and devices that the organization uses to improve the process of service provision to diverse stakeholders of the business.

Here are some services that you should scout for a while exploring an IT service management solution:

Chatbot Interactive Agents:

It is an AI-backed conversation simulator that is used to provide round-the-clock support services to customers. Chatbots can act as a contact point whenever a client wants to get in touch with the company about an issue. It multiplies the capacity of a business to respond to customers, especially when it has limited manpower or financial resources. 

Chatbots can be programmed to either self-learn from the dialogues it comes across or diverts the issue to human agents when it faces an issue not coded in their algorithms.

Ticket Management:

It is a system that receives, classifies, prioritizes, and assigns requests received from customers to the appropriate operation unit in the form of a ticket. It helps businesses to improve their help desk reachability without having to deploy crucial resources to do the same. 

It can produce reports on the tickets pending at different levels, delays in resolution, ticket flow at various touchpoints, and unresolved tickets at any time with a few clicks. This can highlight repetitive issues so that permanent fixes can be developed. A well-structured ticket management system provides automation in workflows and enhances the overall user experience.  

Incident Management:

This service is used to address a situation of unwanted interruption in the network or system. The last thing that a business wants to convey to the customer is the message that the system is down and will resume shortly. Incident management focuses on minimizing the impact on the continuity of the business or user operations. It includes preparing a database of possible incidents, deploying strategies to withstand an outage, and creating a robust backup and restoration system. 

Asset Management:

Optimal utilization of assets is the core need of businesses today, be it software or hardware assets. Asset management simplifies the process of understanding the employability of assets, idle time, locations, interdependencies, license costs, and audits. 

It can be used to design a life cycle of assets and track them for upgradation and retirement. It helps reduce the causes of underutilization and promotes value creation through the best allocation of assets.  

Knowledge Management:

No company wants to address the same preventable issues over and over and waste capacity that could be positioned in other productive works. Knowledge management deals with preparing a database of troubleshooting history, past incidents & their solutions, and how-to guides for customers and employees to help them find information efficiently. It aids problem-solving and reduces the workload created due to redundant problems.  

Service catalog:

It is an interface that displays accurate information about all the active services offered by the IT department of a company in an organized and easy to access manner. A service catalog's significant components are service category, description, availability, time to completion, and costs. 

It provides clarity to end-users on what services they are entitled to and curbs excessive ticket flow to the help desk. It establishes uniform service delivery across the organization and enhances self-service capabilities. 

Change Management:

IT is persistently evolving, and businesses must implement the changes to catch up with rapidly changing technology. Change management is aimed at incorporating changes while predicting and mitigating disruption risks. It follows a well-defined methodology to achieve this. 

All the proposed changes are counterweighed against potential risks, and their impacts are studied thoroughly. Change management also establishes a backout plan to restore the system to its previous environment if the changes do not go as expected. 

Problem management:

It is a process of uncovering route causes of a problem and devising the best solutions to eliminate them permanently. Root cause analysis is the backbone of problem management. It uses a variety of methodologies to capture a picture of all the potential causes. It can be proactive or reactive. Proactive problem management identifies problems in advance so that they can be resolved or at least workarounds can be developed. 

Reactive problem management responds to problems occurring multiple times and seeks a way to resolve them invariably. Effective problem management assists businesses in tackling complex problems and avoiding disorder due to unforeseen changes. 

Configuration management:

It is a process of setting attributes of a system to stay consistent throughout the life of the system.  It helps create a resilient ecosystem that is self-sufficient to manage and monitor updates to the configurations. It works as a source of truth when the configuration of subsystems gets disorganized and helps align them back to normalcy. 

It keeps a log of the modifications and provides the team with an option to go back to previous versions. This prevents any customization that may compromise the capacity of the system.  


IT service management tools focus on the requirements of management and customers and come up with solutions that satisfy the needs of both. It enables businesses to improve their presence in multiple consumer service domains. They can reduce response time and support a multitude of service requests. On the other hand, IT service management can help businesses build stable problem handling mechanisms and curtail the uncertainty in performance. 

The IT service management can be used in an integrated manner to control physical and virtual assets simultaneously. Improved automation can unify in-house processes and create a standardized environment in the organization to eliminate confusion and errors. It reduces the requirement for human interaction for recurring issues, thereby promoting better resource utilization and cost-effectiveness. It provides a futuristic approach to managing expectations as they arise without disturbing current operations.

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