Achieving Excellence with ITSM

Today’s enterprises rely heavily on their IT departments for an ever-growing range of core business procedures. As such, it’s crucial that your IT department is able to provide quality services and offer the customer support that your clients need. This is where IT service management (ITSM) comes in. ITSM collectively concerns the entire set of activities involving the planning, design, delivery, operation, and control of IT resources provided to customers.

The purpose of the ITSM approach is to align the delivery of IT services with your corporate needs. Implementing this approach is best done using the globally recognized IT infrastructure library (ITIL) framework, which is also one of the most popular of its kind. ITIL focusses on providing IT services as demanded by the needs of an enterprise, taking into consideration areas such as service strategy, design, transition, operation and continuous improvement.

Why Should Your Business Use the ITIL Framework?


Implementing an ITIL framework is a cost-effective solution for delivering quality IT services and support. A robust and internationally acclaimed framework, ITIL covers the full service life-cycle, from identifying your company’s IT requirements to providing a solution and maintaining the service with continuous auditing and improvement. Key benefits of the ITIL framework include:

  • More robust alignment between IT and business needs
  • Greater clarity regarding the cost of IT assets
  • Improved risk mitigation with regard to service failure or disruption
  • Support for scalable service environments in growing businesses
  • Reduced costs through better resource management
  • Enhanced customer satisfaction through faster service delivery

How to Select the Right ITSM Software

In most situations, the more ITIL processes your company provides, the more expensive your products will be. However, implementing a scalable ITSM solution, complete with support for ITIL processes, doesn’t have to be cost prohibitive or complicated. By using a cloud-based service management solution from ServiceAide, you get exactly what you pay for while also being able to take advantage of the latest capabilities and technologies as soon as they become available. At the same time, your business won’t need to concern itself with any upgrade costs.

When choosing an ITSM tool, you will need to prioritize the following criteria, the order and importance of which will depend on the needs of your company:


While ITIL plays an instrumental role in improving IT service management, it also outlines a set of best practices and guidelines rather than a strict set of rules. Since every company has its own requirements, you’ll need a tool that offers the flexibility to accommodate your specific needs. Your tool should allow you to easily make changes without causing issues with future updates or integrations.


ITIL refers to many closely related processes-26, in fact, per version 3 of the framework. You should look for a service management solution that provides the facility to integrate these processes on an as-needed basis. To facilitate the natural integration of multiple processes, it is important to be able to configure and automate ITIL processes without programmers, so you can flexibly and cost-effectively meet the future needs of your growing organization.

Total Cost of Ownership

Choosing a suitable ITIL solution for your business should never be considered a quick fix. You’ll want to be able to rely on it for many years, but it’s also important to think about the long-term costs. Itís best practice to calculate the total cost of ownership for a solution over the next five years for the purposes of comparison and long-term budgeting. Also, be sure to factor in any additional license costs for adding new components.


SaaS is by far the most popular ITSM delivery model, though for certain applications, there remains a case for on-premises computing as well. Nonetheless, SaaS tends to be more affordable, owing in part to the greater degree of scalability it offers, making it the best choice for most businesses.


While having the flexibility to make the changes necessary to meet the needs of your company is a core element of any ITSM strategy, it’s also important to start with a solid foundation. Most vendors already cover the basics, but the most important factors to look out for include supported clients, ITIL processes, and fee structuring.


At ServiceAide we understand that the modern enterprise environment is largely defined by its ability to achieve outstanding IT service management. With proper planning and implementation, choosing ITIL as the framework for your ITSM activities will better position your company for future growth and improved customer satisfaction. Learn more about ServiceAide Cloud Service Management and try our free no-obligation evaluation.