Question #3: What resources are required to implement and manage the service management solution?
Service Management is the single most important tool used by IT organizations to manage technology and support users. For decades, ITSM platforms and tools have been used by IT personnel to manage user requests, provide personal support, and fix problems. Operational managers use it daily to keep key technologies up and running. Additionally, IT leaders utilize powerful reporting capabilities to evaluate the effectiveness of technology in supporting company objectives.
This begs the question: If it’s such a vital part of keeping an IT organization running smoothly, why can service management tools be so cumbersome and complex to manage? Why does it typically require a full team of administrators for configuration, deployment, and on-going maintenance? A service management solution should make services easy to deliver, not become a burden for IT to handle.
Changing the paradigm: From complex to simplified
Codeless A solution that can build services without code can make it easier than ever to deliver services. In fact, even non-IT personnel can create simple services of their own. By giving your business partners and functional leaders the ability to create the custom services they need, the burden is lifted from IT while delivering immediate value to the organization. In addition, codeless technology is agile, providing the flexibility to expand and change as the business does—without paying sky high service costs.
SaaS vs. On-premise To ensure your service management solution can deliver on the promise to ease workloads for your IT organization, it is key to understand the answers to questions like following:
1. How the solution can be deployed (On-premise or SaaS)? 2. What is the critical path for implementation success? 3. Are there predefined or preconfigured processes? 4. How easy or difficult it is to create customized services? 5. What skill levels are required for the people involved in using the system?
In summary, to expedite the value you will deliver to the organization, it’s important to have a full understanding of the implementation process, such as how long it will take, and the staff required to carry it through and to maintain the system.
A SaaS-based solution can offer more simplicity than an on-premise but only through asking the previous questions will you know if a SaaS solution is the right fit for your organization.
Easy to deliver—it’s in the name!
From the beginning, EasyVista has viewed Service Management from a user’s perspective. The most powerful platform in the world is of little value if it’s difficult to use and manage. EasyVista’s codeless configuration functionality provides customers with an easy path to productivity and increased time to value to the organization. It also allows the IT organization to extend their expertise and partnership to other business functions.
The guiding principle behind EasyVista is ease-of-use for end users, for IT professionals, and for line of business leaders, with a role-based approach that makes the product easily customizable. With EasyVista, IT can quickly create new services, add new users, and create unique profiles, while using only the fields needed. Business leaders can make changes to the system without requesting help from technical staff.
And for resellers and managed service providers, EasyVista can segregate data, forms, workflows, and portals for different customers, while providing separate reports for each, whether they are standard or customized. As a result, their customers can access personalized profiles, ensuring a custom, consumer-like experience designed just for them.
Catch up on this full series: 10 Must Ask Questions When Buying (or re-signing) a Service Management Solution
Arnie McKinnis is an industry insider with 30+ years experience in the high tech space. For the past decade, Arnie has helped develop and launch “as a Service" cloud, Service Management, and Service Integration technology products, delivering true value in the marketplace.