Dalam dunia kerja modern yang serba digital, layanan IT sudah jadi tulang punggung operasional hampir semua bisnis. ITSM atau IT service management berfungsi memastikan layanan IT tersebut berjalan dengan lancar. Dengan adanya ITSM, organisasi dapat lebih mudah mengelola insiden, perubahan sistem, dan aset IT, meningkatkan efisiensi, hingga mencapai kepuasan pengguna.

Untuk mengenal lebih dalam tentang ITSM, silakan membaca blog berikut ini!

Apa itu IT service management (ITSM)?

Apa itu ITSM? ITSM adalah serangkaian proses dan aktivitas yang dilakukan organisasi untuk menyediakan layanan IT bagi pengguna akhir atau pelanggan. Proses yang cukup panjang ini meliputi perancangan, pemberian layanan, pengelolaan, dan perbaikan layanan IT berkelanjutan.

Dengan pendekatan yang terstruktur, ITSM membantu organisasi mengelola insiden, permintaan layanan, perubahan sistem, dan aset IT secara lebih efisien. Selain itu, praktik ITSM juga mendorong standarisasi, otomatisasi, dan peningkatan berkelanjutan, yang pada akhirnya meningkatkan pengalaman pengguna, mengurangi downtime layanan, dan memperkuat kontrol terhadap infrastruktur IT organisasi.

Apa saja framework ITSM?

Untuk menghadirkan layanan IT terbaik, ITSM membutuhkan framework. Framework ITSM merupakan panduan best practice yang membantu organisasi menyusun, menyajikan, dan mengelola layanan IT dengan efektif. Beberapa framework terkenal yang sering dihubungkan dengan ITSM antara lain ITIL, COBIT, dan ISO/IEC 20000.

ITIL

ITIL adalah framework ITSM ternama dari Inggris yang dirancang untuk membantu pengelolaan layanan dan operasional IT. Dulu dikenal sebagai Information Technology Infrastructure Library, ITIL kini menjadi panduan best practice dalam ITSM. Karena bersifat panduan dan bukan standar formal yang bisa dipatuhi, organisasi tidak dapat menyebut dirinya sebagai “ITIL compliant”. Akan lebih tepat jika organisasi mengatakan bahwa implementasi ITSM mereka sudah selaras dengan ITIL.

Versi ITIL terbaru yaitu ITIL 4 dirilis pada tahun 2019. Versi ini memperkenalkan 34 praktik manajemen yang mencerminkan sumber daya organisasi dalam mencapai tujuan bisnis. Harapannya, ITIL 4 dapat menyeleraskan bisnis dan teknologi pada organisasi.

COBIT

COBIT merupakan framework tata kelola dan manajemen IT enterprise, yang menyasar keseluruhan aspek pada organisasi. COBIT bertindak sebagai panduan dan best practice yang dapat diikuti organisasi untuk memastikan keselarasan proses IT dengan tujuan bisnis.

COBIT 2019 yang merupakan versi terkini dari COBIT memiliki 5 prinsip utama, yaitu memenuhi kebutuhan stakeholder, menjangkau aspek-aspek organisasi secara menyeluruh, menerapkan satu framework terintegrasi, memungkinkan pendekatan holistik, dan memisahkan tata kelola dari manajemen.

ISO/IEC 20000

ISO/IEC 20000 adalah standar internasional untuk service management. Standard ini terdiri atas beberapa proses manajemen yang dirancang untuk membantu organisasi mempertahankan, mengimplementasikan, dan memperbaiki sistem manajemen layanan mereka.

ISO/IEC 20000 bersifat standar, sehingga organisasi dapat mematuhi persyaratannya untuk dianggap “compliant”. Dengan mematuhi ISO/IEC 20000, tandanya organisasi telah mengikuti best practice untuk memberikan layanan IT berkualitas.

Mengapa ITSM penting bagi bisnis?

Ketika bicara tentang ITSM, penting juga untuk mengetahui apa pentingnya ITSM bagi bisnis, bukan hanya memahami apa itu ITSM saja.

ITSM sendiri penting bagi bisnis yang ingin memberikan layanan terbaik bagi pengguna akhir. Dengan ITSM, organisasi Anda dapat mengurangi biaya operasional IT, meningkatkan kualitas layanan, meningkatkan kepuasan pelanggan atau pengguna akhir, dan meningkatkan competitive advantage.

Penerapan ITSM yang tepat memungkinkan pengelolaan insiden yang lebih baik dan berkurangnya gangguan layanan, sehingga meningkatkan ketersediaan layanan IT dan produktivitas bisnis secara keseluruhan. Selain itu, proses yang lebih efisien dan pengelolaan aset yang lebih baik juga membantu mengurangi pemborosan dan menekan biaya jangka panjang. Tak kalah penting, ITSM membantu organisasi tetap patuh terhadap regulasi dan standar industri dengan mengedepankan governance yang kuat.

Bagaimana proses ITSM berlangsung?

Untuk memahami apa saja contoh ITSM dalam praktik sehari-hari, jawabannya bisa ditemukan dalam berbagai proses ITSM. Proses ini mungkin akan berbeda-beda, tergantung pada ITSM framework yang Anda gunakan. Namun, pada umumnya ITSM mencakup beberapa proses berikut ini.

Strategy management

Strategy management adalah proses merancang strategi untuk penyediaan layanan IT. Proses ini melibatkan beberapa aktivitas seperti menganalisis posisi organisasi di pasar, meninjau kembali layanan yang ditawarkan, serta memahami dinamika persaingan yang ada.

Service level management

Service level management adalah proses merancang service level agreement (SLA). Dengan pendekatan ini, layanan yang diberikan dapat disesuaikan dengan ekspektasi dan kebutuhan pelanggan, sehingga tercipta pemahaman yang jelas mengenai kualitas dan standar layanan yang harus dicapai.

Knowledge management

Ketika pengguna akhir membutuhkan informasi tertentu, tim service desk dapat mengarahkan mereka ke knowledge base. Knowledge base sendiri adalah pusat informasi terstruktur yang berisi dokumentasi, panduan, solusi, hingga FAQ. Proses mengelola knowledge base ini disebut dengan knowledge management.

IT asset management

IT asset management, atau disingkat ITAM, adalah proses yang memastikan aset organisasi terkelola dengan baik di seluruh siklus hidupnya. Mulai dari penambahan hingga penghapusan aset, semua terdokumentasi dengan baik agar penggunaannya tetap efisien dan terkontrol.

Incident management

Dalam operasional IT, terkadang pengguna melaporkan gangguan sistem yang mereka alami atau mengajukan permintaan layanan tertentu. Hal ini disebut dengan incident atau insiden. Incident management adalah proses penanganan insiden yang tidak terduga dan memastikan permintaan layanan ditangani secara efisiensi sesuai dengan service level yang telah ditetapkan.

Problem management

Problem management adalah proses yang bertujuan untuk mengurangi dampak insiden IT terhadap sistem. Proses ini meliputi analisis akar penyebab (root cause analysis) dan identifikasi solusi untuk mencegah terjadinya insiden serupa di masa mendatang.

Change management

Change management atau manajemen perubahan merupakan proses mengelola perubahan infrastruktur IT. Manajemen perubahan ini penting untuk menyediakan visibilitas terhadap sistem dan mencegah bottleneck.

Bagaimana tren ITSM di tahun 2025?

Sebagai organisasi yang ingin terus memberikan layanan terbaik, Anda tentu harus mengikuti tren ITSM yang terus berkembang. Apalagi, di tahun 2025, ITSM diproyeksikan mengalami pertumbuhan signifikan, naik dari $12,43 miliar menjadi $14,42 miliar dengan CAGR 16%. Proyeksi ini merupakan kesempatan bagus yang tidak boleh organisasi Anda lewatkan.

Salah satu tren ITSM yang akan terjadi adalah penerapan AI yang lebih human-centric. AI tak lagi hanya berperan sebagai tool otomatisasi, tapi juga sebagai pendukung interaksi yang kontekstual dan empatik melalui teknologi seperti NLP, sentiment analysis, dan case summarization. Untuk mengenal tren selengkapnya, Anda dapat membaca blog ini.

Sebagai tool yang selalu mengikuti perkembangan teknologi, ManageEngine ServiceDesk Plus merupakan tool terbaik untuk manajemen ITSM di organisasi Anda. Kami memastikan layanan Anda selaras dengan kebutuhan bisnis dan teknologi, memaksimalkan service delivery dan meningkatkan kepuasan pengguna. Silakan hubungi langsung tim support kami untuk berdiskusi lebih lanjut mengenai kebutuhan layanan organisasi Anda!

The post Apa itu ITSM? Penjelasan, manfaat, dan proses lengkapnya appeared first on ManageEngine Blog.

The result? An inefficient ITSM system trapped in a reactive cycle, unable to keep pace with today’s fast-moving IT landscape.

The solution? Leveraging ITOM to enhance ITSM  

Incorporating ITOM into your infrastructure can bring numerous benefits, with one of the most impactful being the ability to significantly enhance your ITSM. However, this enhancement is only achievable through seamless integration of ITOM and ITSM. Operating these two practices in silos can lead to critical challenges, including:

• Steep learning curves.

• Fragmented user experiences.

• Higher operational costs.

• Limited interoperability.

Why integration is the key   

To maximize ITSM’s potential, seamless integration of ITOM and ITSM is essential. This approach unifies workflows, streamlines operations, and enhances overall service delivery. But how can this be achieved effectively?

Discover the solution in our on-demand webinar   

Watch our on-demand webinar, ITSM and ITOM: Ensuring high availability and business continuity with ManageEngine, and explore how OpManager (ITOM solution) seamlessly integrates with ServiceDesk Plus (ITSM solution). Discover how this powerful integration bridges the gap between ITOM and ITSM, enabling organizations to streamline operations, cut costs, and enhance service delivery efficiency.

 Watch now 

Why you should watch

Here are the top four reasons you can’t miss this webinar:

• Achieve audit-readiness with an accurate CMDB: Learn how OpManager’s automatic discovery syncs assets with ServiceDesk Plus in real time, ensuring an accurate and audit-ready CMDB with minimal effort.
• Accelerate troubleshooting with advanced dependency mapping: Learn how OpManager’s advanced mapping capabilities—such as Layer 2 mapping, virtual machine mapping, and application dependency mapping—offer deep insights to drastically lower mean time to repair (MTTR).
• Monitor assets in real time for proactive management: Discover how OpManager’s real-time monitoring provides constant updates on asset health, availability, and performance. Its integration with ServiceDesk Plus automates ticket creation for alarms, simplifying issue resolution.
• Cut through the noise with intelligent alarm correlation: Learn how OpManager’s alarm correlation filters out irrelevant alerts, delivering only actionable notifications to your team, improving focus and productivity.

Don’t miss out—watch the webinar now and transform your ITSM with OpManager!

The post Transform IT service management with OpManager: On-demand webinar on ITOM-ITSM integration appeared first on ManageEngine Blog.

1: ‌Ensuring audit-readiness with an accurate, up-to-date CMDB

Maintaining an up-to-date CMDB in a manually managed environment can be challenging, often resulting in issues like noncompliance and security vulnerabilities.

We will walk you through how OpManager’s automatic discovery feature effortlessly syncs assets with ServiceDesk Plus in real time, keeping your CMDB accurate and audit-ready and minimizing the need for manual updates.

2: ‌Speeding up configuration item troubleshooting with dependency mapping

When a device encounters an issue or needs a replacement, understanding its dependencies is critical for identifying the impact on other devices. Without this visibility, the MTTR can significantly increase.

We’ll dive into how OpManager’s advanced mapping capabilities can drastically lower your MTTR by offering in-depth insights across multiple layers:

• The network level: Layer 2 mapping

• The infrastructure level: Virtual machine mapping

• The application level: Application discovery and dependency mapping

• Observability: Comprehensive visualizations of key dependencies

3: Real-time monitoring of assets’ health, availability, and performance

Monitoring asset health, availability, and performance in real time is challenging in a manual setup. A proactive approach to network monitoring is far more effective than a reactive one.

We will give you a deep dive into how OpManager’s real-time network monitoring keeps you constantly updated on asset health and performance. Additionally, learn how OpManager’s integration with ServiceDesk Plus automates ticket creation from alarms, streamlining issue management.

4: Reducing alarm fatigue with intelligent alarm correlation

While alarms are essential, frequent unnecessary alerts can be overwhelming and may cause critical ones to be missed.

To help you stay focused, we will explore how OpManager’s alarm correlation feature filters out irrelevant alerts, delivering only critical, actionable notifications to your team. This streamlined approach will reduce noise and ensure that your team’s attention is always on what matters most, boosting both efficiency and productivity.

Secure your spot today to transform your ITSM

Date: Oct. 22, 2024

Time: 3pm IST

Don’t miss this opportunity! This session is tailored to IT professionals seeking to streamline their ITSM workflows and boost their overall efficiency.

The post 4 reasons you can’t afford to miss the ITOM-ITSM integration webinar appeared first on ManageEngine Blog.

Custom Functions: The key to unique process automations in ServiceDesk Plus

Custom Functions in ServiceDesk Plus help IT and business service teams extend the platform and incorporate their own bespoke logic by writing them in Deluge, our proprietary low-code scripting language. While the Deluge IDE sports a simple syntax and offers prebuilt components, we decided to leverage GenAI to shorten the runway for service desk admins to develop and deploy Custom Functions.

Zia Code Generator, powered by ChatGPT

You can now describe your requirements in detail in the prompt window of the Code Generator, and Zia will instantly generate the Deluge code required for the Custom Function. Your prompts could range from simple data manipulation within ServiceDesk Plus to updating records in external apps based on ticketing actions.

So how do you get started?

Custom Functions are available as part of the enterprise edition of ServiceDesk Plus or otherwise enabled as an add-on in your instance. To enable the Zia Code Generator:

1. Go to Setup > Apps & Add-ons > Integrations > Third Party Integrations > ChatGPT.

2. Configure the ChatGPT integration and enable the Code Generator feature.

3. Type your use cases in the prompt window and let Zia generate your Custom Function.

Learn more about setting up your ChatGPT integration here.

If you are new to ServiceDesk Plus, try out our full-featured, 30-day, free trial today! No credit card required. No frills.

The post Introducing the Zia Code Generator for Custom Functions in the cloud version of ServiceDesk Plus appeared first on ManageEngine Blog.

Are you frustrated with outdated IT asset data during audits and sluggish incident response times? Let me quickly walk you through the consequences of inadequate IT incident and asset management:

• Outdated asset information: According to Impacting Digital, outdated asset information poses a significant risk to GDPR compliance, where the proper tracking and secure disposal of devices containing personal data are critical. Fines can reach up to €20 million or 4% of global annual turnover, whichever is higher. To avoid such costly fines and reputational damage, organizations must always be audit-ready. Relying on outdated IT asset data during audits can lead to such hefty penalties. Worse, if a security gap exists, tracing its root cause becomes nearly impossible without current asset information.

• Limited visibility into asset health and availability: You might know an asset exists but have no insight into its health and performance. For instance, without proactive monitoring, you wouldn’t know if your server storage is maxed out or if your CPU utilization is abnormally high, leaving you in a reactive mode.

• Slow incident management: A lack of comprehensive visibility into your assets and their interdependencies hampers swift issue resolution. While technicians struggle to pinpoint the root cause of an issue, it may affect other devices, driving up the MTTR and complicating recovery.

The outcome? Your ITSM becomes sluggish, caught in an endless cycle of reactive measures—far from ideal in today’s fast-paced IT landscape.

The solution? Integrating OpManager with ServiceDesk Plus.

How can this help? Join our webinar, “ITSM and ITOM: Ensuring high availability and business continuity with ManageEngine,” and discover how OpManager can revolutionize your ITSM with a proactive approach. Register for the webinar.

Date: Oct. 22, 2024

Time: 3pm IST

What you’ll learn

• Keep your CMDB updated and ensure audit-readiness at all times.

• Visualize Layer 2 devices and virtual machine dependencies for quicker issue resolution and a reduced MTTR.

• Discover application dependencies, such as which applications run on servers and connect to databases, with application discovery and dependency mapping.

• Automate turning OpManager alarms into ServiceDesk Plus tickets for streamlined workflows.

• Reduce alarm fatigue with intelligent alarm correlation.

• Use alarm forecast recommendations to preemptively resolve issues by logging tickets based on predictive analysis.

Register now! This session is designed specifically for IT professionals looking to streamline ITSM workflows and enhance overall efficiency.

The post Supercharge ITSM with OpManager: A webinar on a seamless integration of ITOM and ITSM appeared first on ManageEngine Blog.

With the holiday season here, let’s talk about one of the most impressive service delivery stories out there—Santa Claus and his horde of elves who work hard to ensure the end of our year is filled with cheer and good tidings. As members of the IT field, we can appreciate just how much of a logistical nightmare delivering millions of the right gifts on time really is!

But even a team as experienced as Santa & Co. has a thing or two to learn when it comes to understanding the newer, tech-savvy generation and their expectations, much like the IT leaders of today who will have to meet the workspace expectations of Gen Z.

The “service delivery” nightmare before Christmas 

As the years roll by and the demands of children continue to change, Santa & Co. have realized that their approach to the holiday season, with their existing service delivery and support platforms, is just not enough. In their annual North Pole board meeting, the course of action was decided: It was time to upgrade their gift delivery process. They aimed to take stock of the latest trends in the service delivery space that could help them cater to the demands of the current generation.

 Santa, the chief elf officer (CEO), and the C-sweet team managed to narrow their goals to three Es for the perfect hol-EEE-day season.

1. Experience

The old school method of writing letters to Santa was both out of style and logistically unviable for kids in the digital age. Looking to modern consumer tech was the smartest way to approach the experience problem. So, it was time to incorporate digital portals and mobile apps that could deliver personalized and unique experiences.

This should jingle a few bells for tech leaders who face a similar experience problems in their own businesses. Traditional portals lack the features and capabilities to enable good user experiences, making them a chore to use.

2. Efficiency

Every year, children request the newest toys, apps, video games, and services. This meant traditional rule-based automations led elf teams into a cycle of spending significant effort on building and updating rule-based automations to meet the growing list of gift categories and options. Additionally, all queries and questions related to the gifting process had to be answered by the elves, which ate up a significant portion of their workshop-hours. Given the reliance on technology by businesses and the North Pole alike, traditional automations don’t make the cut; IT and service delivery teams need to become efficient by leveraging the latest tech available.

3. Excellence

High availability equals excellence. If the gifting portal goes down, people can’t order gifts for themselves or loved ones, ruining a major part of the holidays and delaying massive gift pipelines. It was imperative for Santa and his team to keep threat actors away and ensure their platform was always available for people to use, especially during the busiest time of the year. Security and availability was a key area they had to focus on, much like any tech leader’s role today.

Now with the key areas identified, the team used the latest trends and technology to help them elevate their gift delivery strategy.

Modern solutions for modern problems

Let’s see how Santa & Co. leveraged the latest trends in tech to streamline service delivery and save the holidays.

Hyper-granular personalization for the modern gift-giver

Everyone has varying expectations, interests, and wants when it comes to choosing a gift for themselves or others. The ability to offer unique choices and services for each person can help them choose better and improve their experience with the gifting portal. AI and ML’s ability to process a huge variety of data points, like demographics, age, interests, and being on the nice or naughty list, all give valuable insight into what a person likes and what gift options they deserve. Using this historic data, AI and ML can learn to identify patterns and offer bespoke experiences to make the act of spreading cheer a joyous experience in itself.

Lessons for the modern CEO from Santa & Co.: Break beyond the conventional self-service portals and enable hyper-granular personalization at a modern consumer-tech standard by leveraging AI and ML capabilities.

Sprinkling context to sweeten conversations with GenAI

Choosing a gift takes a lot of thought. And when there’s a lot of thought, there are also a lot of questions. Answering every question from gift-givers during the holiday season is definitely not the most efficient way for our team of elves to be spending their valuable time. That’s where the power of GenAI comes in. Its ability to understand context and draft coherent answers is just what the elves need to answer the thousands of “Can I gift an Apple Music subscription?” or “What are the options of bicycles available?” questions. GenAI-powered chatbots can offer solutions, answer queries, and perform a variety of tasks. Delivering such high-quality information at the initial touchpoint further enhances the holiday experience.

Lessons for the modern CEO from Santa & Co.: Free up your technicians from L1 tickets and trivial, repetitive queries through powerful and intelligent GenAI-enabled chatbots that can mimic human responses to address end-user queries.

An elves-off approach with on-the-go automations

With the ever-increasing list of gift categories and unique gifts, the team of elves found themselves spending a significant time and effort just updating their automations to accommodate the dynamic conditions. This gave them the opportunity to leverage predictive ML. Predictive ML uses historic data to predict and suggest various parameters of the gift request, like the elf group it should to be assigned to or the delivery timeframe. Now the elves don’t have to worry about constantly updating automations and can focus on the more important task of coming up with new and interesting ways to make people smile.

Lessons for the modern CEO from Santa & Co.: Stop relying on a finite set of rule-based automations and use the power of predictive AI to enable swift contextual workflows and automation.

Accelerate delivery with multi-platform orchestration

Digital services, like Netflix subscriptions, in-game currency, and digital copies of video games, make for great gifts. They’re also gifts that don’t need to be physically fulfilled by the elves. With cross-platform workflow automations, these requests can be completely automated end-to-end, making things even easier. While the task might seem simple enough, buying Apple One subscriptions or V-Bucks for Fortnite players, over and over, can add up to a significant amount of workshop-hours. By leveraging cross-platform workflows, actions like buying a subscription or placing an order on Amazon can be executed without any elfin intervention. This frees up the team of holiday-savers from being bogged down by manual, repetitive tasks and lets them focus on more fun holiday activities, like perfecting the formula for the best chocolate chip cookies.

Lessons for the modern CEO from Santa & Co.: Move beyond point integrations between your spectrum of IT and business management applications. Enable smooth orchestration of workflows across applications by leveraging a unified IT and service management platform like ManageEngine ServiceDesk Plus.

Adopting a security-first approach to save the holidays

All of the above improvements are meaningless if the entire gifting portal itself goes down due to either infrastructure failing or, more importantly, external attacks from the Grinch or like-minded allies. With so many new components added to their arsenal, it was vital for Santa & Co. to improve their monitoring efforts to keep track of their infrastructure and ensure everything was up and running flawlessly. This took care of internal fallacies, but to tackle outside attacks, a focus on cybersecurity was vital. Powerful integrations with various IT infrastructure monitoring solutions can help reduce the time taken to identify and respond to issues that can cause potential disruptions. Integrations with user and entity behavior analytics (UEBA) solutions act as the proverbial “elf on the shelf” to keep an eye out for suspicious behavior from gift-givers or their IT components. This helps minimize the impact of attacks on the overall operations of our holiday heroes.

Lessons for the modern CEO from Santa & Co.: Well, this is a no-brainer! If you’re still struggling to plan an IT security strategy for your organization, we’ve got you covered. Read how Zoho handles cybersecurity with ManageEngine. Read the e-book.

With these new features in place, Santa & Co. were ready to face this year’s holiday rush knowing they had what it takes to successfully put a smile on everyone’s face.

This story also serves a great reminder for us IT service management folk that there is a lot of new and existing tech that can be leveraged to improve our service delivery experiences. ITSM is not different from what Santa & Co. is doing every single year, and after this holiday season, let’s take a page (or the whole playbook) from them to revamp our capabilities and give our end-users joy. Happy Holidays!

The post Modern solutions for modern problems: Santa & Co. save the holiday season with the latest trends appeared first on ManageEngine Blog.

Known as the pinnacle of motorsport, Formula 1 features 10 teams and 20 drivers racing on challenging tracks throughout the world. The sport calls for only the best drivers behind the wheel and the best teams behind the scenes. While speed is undoubtedly important, there is far more to Formula 1 than meets the eye, and behind every champagne shower, lies the perfect combination of agility, strategy, and teamwork.

But what do cars driving around in not-so-perfect circles have to do with your IT teams? On the surface, the world of F1 and ITSM may seem miles apart, but there are numerous parallels between them.

Let’s take a look at some key takeaways from F1 that can benefit your IT teams.

1. Calculate decisions before you hit the track

F1 drivers, if not well-versed with the intricacies of a circuit, can lose a major chunk of time during the Grand Prix. By forming mental maps of the track, drivers can effortlessly choose the optimum racing lines and time exactly when to hit the apex, when to floor the gas pedal, and when to press the brakes.

Similarly, with visual workflows, IT teams can make calculated decisions by governing the life cycle of their tickets, orchestrating the flow of tasks, and establishing standard operating procedures. Visual workflows provide technicians with a roadmap that guides them through the complete journey of their tickets and the route they should take to resolve them. This stage-wise sequence of activities ensures that standardized procedures are followed, thereby reducing errors and enhancing efficiency. IT teams can deploy mission-critical solutions with automated approvals and notifications from within the workflow and make other customizations with actions such as timers, field updates, tasks, and more. They can also extend workflows beyond the service desk and integrate with third-party apps by triggering webhooks. Just as drivers make calculated moves with visual maps, your IT teams can make informed decisions with defined workflows.

2. Race day or not, successful changes don’t happen by chance

During a pit stop, 20 mechanics—each having a specific role—jump straight into action to make adaptable changes like switching tires or replacing damaged wings in a matter of seconds. They meticulously plan for these stops, assess the risks, have alternate strategies laid down, and are ready to mitigate damages.

Your organization’s IT infrastructure requires its own pit crew, too. To implement a change successfully, an IT team requires defined roles, sound objectives, careful planning, and proper risk assessment. Documenting the change impact on the IT infrastructure is crucial, and change templates do exactly that by recording detailed information across different stages like submission, planning, approval, implementation, review, and closure. By clearly defining responsibilities with change roles, IT teams can delegate activities to appropriate stakeholders and ensure that decisions are aligned with business objectives. They can facilitate controlled implementation of changes by carrying out proper impact analyses and laying down rollout and back-out plans in advance. Since different changes require different processes, IT teams can create custom change templates and associate them with relevant workflows to handle changes of all types, sizes, and complexities.

3. Data drives decisions on and off the track

An F1 driver’s every decision is grounded in granular data. Their steering wheels provide a bird’s-eye view of key telemetry data, such as speed, delta, tire wear, and lap times, so drivers can eke out that extra tenth of a second.

Likewise, your IT teams should use dashboards to monitor key metrics that can help them gauge where they stand on the service management podium. Dashboards offer a consolidated view of crucial KPIs like SLA compliance rates, average resolution time, first call resolution rates, end-user satisfaction rates, and more. Customize dashboards by using the right visualizations and make relevant metrics take center stage. This kind of visibility combined with a data-driven approach can change your organization’s data culture for the better. By keeping tabs on critical KPIs, your IT teams can perform the right kind of analytics to drive improvement and value.

4. Knowing your components is key

An F1 car is made up of roughly 14,500 individual components. F1 teams assess every component based on their life span and allocate them based on performance requirements. By managing everything from the gearboxes and engine components to the tires, chassis, and wings, these teams know their inventory inside and out.

Similarly, to run a successful IT service desk, you need to know your IT infrastructure. By having complete control over the hardware, software, and digital assets, your IT team can stay on top of IT expenditures, licensing compliance, and asset depreciation to manage your IT infrastructure effectively. They can manage and track every component across its complete life cycle, right from procurement to retirement. And with a comprehensive CMDB in place, they can build relationships between these components to gain visibility into the IT environment. An integrated asset and configuration management system helps IT teams respond to incidents quickly, detect their root cause, implement smoother changes, mitigate risks, and achieve maximum software compliance.

Beyond the finish line

The link between F1 and your IT is a lot closer than you might think, and there are many lessons that your IT service desks can glean from a sport that thrives on success. From making data-driven decisions to navigating changes with ease, mirror F1 success in your organizations by embracing these shared principles.

If you are on the lookout for an IT help desk tool to streamline your IT service management, try ServiceDesk Plus, the ITSM platform from ManageEngine. Built using industry-recommended ITSM best practices, ServiceDesk Plus comes packed with contextual IT and business integrations that help IT service desk teams align with their organization’s business objectives. Take advantage of a 30-day free trial to see how ServiceDesk Plus works for you. You can also receive a free product demo and get your product questions answered by one of our solution experts. Book your demo now!

The post From the racetrack to your service desk: What IT teams can learn from Formula 1 appeared first on ManageEngine Blog.

We are excited to announce that we are introducing single-touch workflow automation for ServiceDesk Plus Cloud, helping enterprises accelerate their service desk productivity by eliminating human intervention across a range of processes.

Experience mandates, tightening budgets, and talent shortages

Service teams across organizations confront several challenges today. Chief amongst them are two: meeting experience mandates and deriving the most value out of their technology investments. Both of these challenges have risen to the fore when enterprises are facing economic headwinds that have shifted the spotlight to lean processes and operational efficiencies. In this backdrop, CIOs and other service leaders look to focus on strategic projects and initiatives that deliver rapid value amidst tightening budgets. To achieve that, they will need to have their scarce, specialized talent freed from manual, productivity-draining processes and workflows.

One approach that hits the bull’s-eye on all of these constraints, namely, delivering on experience mandates, achieving rapid time to value, and freeing up specialized talent from repetitive chores, is single-touch workflow automation.

What are single-touch workflows?

Single-touch workflows in ServiceDesk Plus Cloud are event-driven, visual workflows that run autonomously without human intervention once they are triggered. Let’s take a service request for setting up printer configurations on a macOS device. Today, end users receive step-by-step knowledge articles to set up printers, or technicians manually run scripts on the endpoint to set up the configurations. With single-touch workflow automation, once this request is received from the end user, a workflow is automatically triggered to identify the endpoint, connect to it, and run a script to set up the printer. The creation of the service request by the end user is the single touchpoint in this case.

Single-touch workflow automation for onboarding employees.

Single-touch workflow automation can be applied across a range of ITSM processes and use cases that demand disproportionate time and effort. Some of them are:

• Employee onboarding and offboarding

• Auto-remediation of incidents

• Performing standard and emergency changes

• Fulfilling software requests

And much more.

How do I build single-touch workflows in ServiceDesk Plus Cloud?

ServiceDesk Plus Cloud now integrates with Zoho Circuit, a no-code/low-code workflow automation platform from Zoho. With Zoho Circuit, you and your teams will be able to build single-touch workflows (called circuits) on a simple drag-and-drop canvas that offers prebuilt states. States in Zoho Circuit are the building blocks of single-touch workflows. They help control the flow of data across different parts of the circuit, execute actions on local services such as the Active Directory and private databases, run Shell scripts on designated endpoints, and connect to third-party apps and services through APIs.

The drag-and-drop workflow builder in Zoho Circuit

A circuit can execute a set of tasks sequentially, in parallel, or as a batch, providing the flexibility to build single-touch workflows for everything from simple software provisioning to complex changes for upgrading server operating systems. Organizations can also define their own custom programming scripts and run them as serverless functions on ServiceDesk Plus Cloud. Zoho Circuit supports writing scripts with Java, Python, Zoho Deluge, and Node.js.

Serverless functions (Java, Python, Node.js, and Zoho Deluge) in Zoho Circuit

How can I access Zoho Circuit in ServiceDesk Plus Cloud?

The Zoho Circuit integration is now available in the enterprise edition of ServiceDesk Plus Cloud and for the instances hosted from the EU, USA, and India data centers. If you are accessing ServiceDesk Plus Cloud from a different data center, we will keep you posted on the availability of the integration. If you are new to ServiceDesk Plus Cloud, here’s a free, 30-day trial for you and your team to test single-touch workflows.

Need to implement single-touch workflow automation for a process?  

Feel free to drop an email to hello@servicedeskplus.com with a detailed breakdown of your process and we will schedule a personalized demo of single-touch workflow automation in ServiceDesk Plus Cloud for you.

The post Introducing single-touch workflow automation in ServiceDesk Plus Cloud appeared first on ManageEngine Blog.

Com as organizações migrando para redes sofisticadas construídas em infraestruturas híbridas, os tempos de inatividade da rede estão se tornando mais frequentes e caros.

Resolver os gargalos sem uma ferramenta ITSM é uma tarefa difícil  

Com o gerenciamento de rede mais complexo do que nunca, as organizações precisam de medidas proativas em vez de esforços reativos. Monitorar manualmente uma rede em busca de problemas à medida que eles surgem não é mais suficiente, porque é fácil perder o controle do que está acontecendo.

Sem uma integração adequada com uma ferramenta ITSM, os administradores de rede estarão lidando com uma montanha de problemas, incapazes de determinar quais são os críticos.

Como uma ferramenta ITSM pode ser vantajosa para a sua rede

Uma solução de monitoramento de rede e uma solução de ITSM são ótimas ferramentas independentes que podem ser bem utilizadas quando integradas. Mas, o que essa integração faz para administradores de rede?

1. Registro automático de tickets 

Uma rede corporativa está associada a muitos dispositivos e interfaces. Devido à natureza complexa das redes, gargalos podem surgir com frequência e ocasionar tempo de inatividade da rede.

Trabalhar manualmente em problemas sem saber a criticidade da situação não é apenas um desafio, pode até levar a interrupções imprevistas. Ao integrar uma solução de monitoramento de rede com uma ferramenta ITSM, os administradores de rede podem criar tickets para possíveis problemas de rede e priorizar tickets de acordo com a criticidade da situação.

2. Relacionamento e sincronização de ativos 

Ao integrar uma solução de monitoramento de rede com uma ferramenta ITSM, os administradores de rede podem sincronizar dispositivos, bem como os relacionamentos diretamente com a ferramenta ITSM.

Isso ajuda com uma melhor visualização, apoiando os administradores de rede na análise de impacto e causa-raiz. Também ajuda os administradores de rede a obter uma visão clara da rede.

3. Automatizando tarefas monótonas usando fluxos de trabalho 

O gerenciamento de uma rede corporativa associada a muitos eventos é demorado e trabalhoso. Ao automatizar essas tarefas com a ajuda de fluxos de trabalho, o tempo e os recursos podem ser mais bem focados em outros aspectos críticos de uma rede.

Lide com as complexidades do gerenciamento de rede 

Os desafios no gerenciamento de rede podem ser enfrentados por:

• Identificação de possíveis falhas de rede com a ajuda de um software de monitoramento de rede, como o OpManager.

• Integração de software de monitoramento de rede com uma ferramenta ITSM, como ServiceDesk Plus, para correção de falhas sem complicações.

Monitore sua infraestrutura local com uma solução de monitoramento de rede 

Monitorar e gerenciar manualmente sua infraestrutura de rede local parece impossível, certo? Com a ajuda de uma solução de monitoramento de rede como o OpManager, você pode monitorar facilmente sua infraestrutura.

Com a ajuda de uma solução de monitoramento de rede, você pode:

• Descobrir sua infraestrutura de rede junto com os dispositivos nela.

• Monitorar seus dispositivos de rede com base nos limites que você definir.

• Visualizar seus dispositivos para obter uma visão geral do layout de sua rede.

• Melhorar seu planejamento de capacidade, alocação de recursos e utilização.

• Obter visibilidade total em sua infraestrutura de rede.

Integre uma solução de monitoramento de rede com uma ferramenta ITSM 

A mera identificação de falhas não é boa sem algum tipo de resposta ativa. É aqui que entra uma ferramenta de ITSM como o ServiceDesk Plus. Ao integrar uma ferramenta de ITSM com uma solução de monitoramento de rede, você pode identificar gargalos de rede e notificar rapidamente o técnico correspondente para facilitar a correção. Isso reduz as chances de inatividade da rede, reduzindo assim os custos operacionais da rede e mantendo o desempenho ideal da sua rede.

OpManager e SeviceDesk Plus: a dupla poderosa 

Ao integrar o ManageEngine OpManager com o ServiceDesk Plus, você pode monitorar sua rede e encaminhar problemas para o técnico correto em caso de um possível problema de rede.

A integração entre OpManager e ServiceDesk Plus oferece os seguintes recursos prontos para uso:

• Dispositivos no OpManager podem ser sincronizados com dispositivos no ServiceDesk Plus.

• Quaisquer alterações feitas nos dispositivos por parte do OpManager serão refletidas no ServiceDesk Plus.

• Dispositivos de vários fornecedores podem ser facilmente sincronizados.

• Além dos dispositivos, até mesmo os relacionamentos de dispositivos podem ser sincronizados do OpManager para o ServiceDesk Plus, ajudando assim os administradores de rede a entender melhor os relacionamentos de dispositivos.

• Uma vez integrado ao OpManager, os resumos dos dispositivos podem ser visualizados no próprio console do ServiceDesk Plus.

• Os fluxos de trabalho podem ser criados com base em condições predefinidas que executam automaticamente uma ação assim que essas condições são atendidas.

Gerencie sua infraestrutura local com a integração OpManager-ServiceDesk Plus 

O gerenciamento de rede é uma tarefa tediosa, propensa a erros manuais. Com OpManager e ServiceDesk Plus, você pode superar facilmente os obstáculos de gerenciamento de rede. Descubra, monitore e visualize sua rede com o OpManager e envie alertas e notificações com a ajuda do ServiceDesk Plus.

Para obter esses recursos poderosos, baixe o OpManager e o ServiceDesk Plus.

Traduzido do nosso site global.

The post Minimize o tempo de inatividade de uma rede com uma ferramenta ITSM appeared first on ManageEngine Blog.