Smarter Service Management:

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1 Smarter Service Management: The ITSM Manager s Guide Smarter Service Management for Happier Customers: The ITSM Manager s Guide Typical IT Service Manager Challenges a Snapshot ITSM that Fits the Business Easier Service Management, Happier Customers, Proof of Business Value

2 1 Typical IT Service Manager Challenges a Snapshot Meet Barbara Brown. As an IT service manager in a fast-growing midsized organisation, she cares about delighting her corporate IT customers. She s intelligent, engaged, well-trained, and committed. But the job is a tough one and it s getting tougher all the time. Let s find out why: Barbara what are your biggest challenges as an IT service manager right now? The complexity of my IT service environment and the demands of my customers are getting out of hand. The range of devices and apps that people want is growing all the time. I know this is a good thing for the business, and that the business units have valuable knowledge about the apps that are right for them that I may not be aware of. However, I am not in a position to accommodate all these needs at the moment. I know a lot of people are doing their own thing as a result, using unapproved devices and applications which they still expect me to support even if they are not in my system. So, on the one hand I m frustrated that I can t be the enabler that I want to be by giving them the services they want, but on the other, I want to avoid supporting unapproved services. This is a real pressure point for me. I don t have a clear, complete picture of IT Service costs. There s a lack of integration between the systems and processes around the IT services we offer. Add the shadow devices and apps I mentioned into the mix, and it s basically impossible to get a transparent view of IT service costs. The service management tools I have are difficult and time-consuming to use. The dashboards and reporting tools I have are anything but intuitive, and I sometimes have to get my hands dirty with some coding. I m the only one who can use the tools properly, so I m constantly dealing with information requests from business units and managers. All this is a real drain on my productivity. My customers want more than I can give them. I know a lot of my customers are frustrated about the restricted range of services we provide, and the speed of service delivery. I completely understand, but because of the complexity, the lack of transparency and the tools I have, I m not sure how I can improve the situation. The result: Barbara is stressed out and not enjoying her job. The IT service environment is not running smoothly. And Barbara s corporate IT customers are unhappy, which is driving them towards shadow IT services that increase risk and cost for the business. All in all, that s not a pretty picture. So, how can Barbara change it?

3 2 ITSM that Fits the Business A complete, integrated ITSM solution such as Matrix42 ITSM, that works with the technology infrastructure Barbara already has in place, is the best, most cost-effective way for her to establish control over an increasingly diverse IT service landscape. Here s how it addresses the challenges she identified: Complete service cost transparency Enhanced service management control through a single solution with a unified management interface for all services, including those managed using 3rd-party solutions A comprehensive picture of the IT service landscape through end-to-end coverage of all the business processes associated with each service, from initial request to eventual retirement Continuous cost optimisation through usage analysis capabilities across a complete set of integrated asset, contract and license management information Simpler, faster service management Easier, faster working through user-friendly interfaces and easily customisable dashboards and reporting that do not require programming skills or extensive training Greater agility through the fast, easy addition or customisation of new services, and straightforward adaptation of workflows Higher productivity for IT service managers, business managers and corporate IT customers through streamlined workflows within a single, integrated service management system Future-proof IT service management through automated accommodation of new releases, and the use of standardised service/ workflow templates Consistent, scalable service quality Efficient, complete service management through unified client-, software-, and mobility management that helps maintain service quality Reduced IT service management workloads and simple scalability through extensive customer selfservice capabilities and business process automation Permanently increased customer satisfaction through consistent Service Level Agreement fulfilment, and Continual Service Improvement

4 3 Easier Service Management, Happier Customers, Proof of Business Value Looking a few months into the future, Barbara s working day now looks very different. Let s see what s changed. Barbara how has Matrix42 Service Management changed the way you work? The complexity is still there, but it s a whole lot easier to manage. I now have one, integrated and easy-to-use solution that covers every IT service we offer, and which adapts easily to accommodate existing and new workflows. We don t add every service we get asked for, but when we do want to support a new device or application, it s easy to add it into the service catalog and create a workflow to manage it. It makes a core part of my job much more straightforward, and it stops people looking for shadow solutions. I m contributing to the elimination of business risks. Because my customers are less likely to look for a shadow solution, I m reducing the potential security risks and eliminating the hidden costs associated with them. And because I spend less time supporting unauthorised devices and apps, I m a lot more productive. My customers are a lot happier, and so am I. I m now able to offer people more services and deliver them a lot more quickly and reliably than before. The automation and self-service capabilities work very well, and the workflows associated with each service are consistent, streamlined and efficient. There is also a clear, traceable flow of information between myself, business managers and customers. It s had a really positive impact on my working day and the image of the IT department. I can prove the value I deliver to my boss. Now that I have complete cost transparency, I can proactively identify ways to optimise costs, and change services to take advantage of these opportunities. This is a big deal, because it s one of the way s that our CIO can prove the business value of what the IT department is doing. And because my colleagues and I spend less time managing and administrating, there is more time left for everyone to make a bigger contribution in other areas, such as service innovation. It definitely makes my job more worthwhile. Want to follow in Barbara s footsteps and achieve a similar transformation within your IT service environment? Find more interesting information such as webinars and case studies. Find more

5 Matrix42 AG Matrix42 is a top provider of workspace management software. The company offers forward-thinking solutions for modern work environments under its Smarter workspace motto. More than 3,000 customers around the world, including BMW, Infineon, and Carl Zeiss, currently manage approximately 3 million workstations using workspace management solutions from Matrix42. Matrix42 operates successfully in seven countries Germany, Austria, Switzerland, the Netherlands, the United Kingdom, Australia and the United States of America. The company s headquarters are in Frankfurt am Main, Germany. Matrix42 s products and solutions are designed to manage modern work environments simply and efficiently across physical, virtual, and mobile workspaces. Matrix42 focuses on user orientation, automation, and process optimization. The company s solutions meet the requirements of modern employees who want to work from any location using a wide range of devices, while also addressing the needs of IT departments and businesses. Matrix42 offers its solutions to organizations across different sectors who value forward-looking and efficient workspace management. The company also successfully collaborates with partners who provide on-site consultation to Matrix42 customers. Some of these leading partners include TAP.DE Solutions GmbH, Consulting4IT GmbH, and DSP IT Service GmbH. For further information, visit: Disclaimer This documentation is protected by copyright. All rights are reserved by Matrix42 AG. Any other use, in particular, distribution to third parties, storage in a data system, dissemination, processing, performance, and presentation is strictly prohibited. This applies to the entire document as well as to parts thereof. Subject to change without notice. Other company, trademark and product names, which are not expressly listed here, are trademarks or registered trademarks of their respective owners and are subject to trademark protection. Matrix42 is a registered trademark of Matrix42 AG. HEADQUARTER GERMANY Elbinger Straße Frankfurt am Main Germany Phone: Fax: info@matrix42.com SWITZERLAND OFFICE Poststrasse Zug Switzerland Phone: Fax: info@matrix42.ch UK OFFICE 88 Wood St London, EC 2V 7RS United Kingdom Phone: info_uk@matrix42.com Copyright Matrix42 is a registered trademark of Matrix42 AG. All other brands and product names are trademarks or registered trademarks of their respective owners. AUSTRALIA OFFICE Level 6, 55 Clarence St Sydney NSW 2000 Australia Phone: info_au@matrix42.com Webversion-The-ITSM-Managers-Guide-International-EN v01