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What is IT Service Management?

IT Service Management (ITSM) is a discipline in the company that supports the delivery of IT services to the organisation.

IT services are provided as a mix of people, technology and processes, which supports the delivery - from design to continuous improvement.

IT service management includes how IT services are designed, delivered, planned, operationalised, and verified, as well as how the services subsequently are improved continuously. It is all defined and provided taking the needs of the organisation into account.

IT service management is typically supported by IT technologies and solutions.

In Syspeople we have chosen to support the solution ServiceNow, which we deliver to support the company's total IT Service Management setup.

A competitive advantage

Today, having a stable, future-proof and scalable IT Service Management solution is crucial to the company's operations and competitiveness. The most important thing for an IT organization is to create value for the entire company and support the company in achieving the strategic goals.

Therefore, it is important to choose an IT Service Management solution that enables you to:

  • provide stable and reliable IT, service and support
  • reduce the number of errors affecting users
  • ensure the rapid rectification of errors and problems
  • reduce downtime
  • support / initiate the company's digital transformation

This way you can act proactively in the market and ensure optimal and efficient use of your time and resources.

Tools for IT service management

In medium and large companies, there is a need for appropriate and effective tools and instruments that can support employees with their daily tasks.

IT service management tools provide employees with overview and make it possible to handle, debug, prioritize and automate the entire work process. Often such tools also allows the end user to act him- or herself, which reduces the workload significantly.

ServiceNow – A future-proof solution

In Syspeople we have chosen to support ServiceNow, which is a world-leading enterprise solution for IT service management. ServiceNow supports most business areas, such as IT, Customer Service, HR and other "shared services". That means your company gets a powerful enterprise solution that is both scalable and future-proof, as you can use the same platform across the entire enterprise. Read more about ServiceNow here.

Create business value with ITSM

ServiceNow is well-suited to support the operation of your entire IT organization.

Most IT departments, the overall goal is to create business value, both internally within the IT organization and for the entire company. Therefore, it is important to have the right IT tools and systems that create structure and makes it possible handle events and queries from the organization efficient and rapidly.

With the right tools, your IT department can handle and prioritize between the many daily queries and incidents (requests / incidents) that can be critical to the business operation.

ServiceNow helps you all the way by making the workflow both clear and easy to handle. With a ServiceNow solution, your IT organization gets the right tools that make it easy and fast to deliver an efficient and competent service to the entire organization.

Disciplines in IT service management

IT service management (also referred to as ITSM) covers among other things the following processes and disciplines, all supported by ServiceNow:

Incident management handles incidents (deterioration in or outage of normal operation of services). Here are overview, handling, and prioritisation of cases the essential parameters.

Request fulfillment handles requests for services, software or hardware.

Problem management aims to examine problems in the IT infrastructure through root cause analyses and eliminate repeated incidents that can contribute to a destabilisation of the IT environment. 

Change and release management refers to how adjustments are planned and implemented in the IT infrastructure. Through change and release management you avoid among other things that adjustments generate unintended errors caused by lacking planning and testing. With it costs and risks are lowered, when adjustments are implemented in the IT landscape.

Service level management ensures that IT services are delivered within the framework of the agreements and level of cost.

Knowledge management contributes to efficient documentation and reuse of knowledge and provide the end user the opportunity for self-help, possibly resolving the case without direct assistance from the IT department.

Reporting gives a reliable thumbnail sketch based on the concrete data, by this achieving resourcefulness and an opportunity for a focused effort.

Performance Analysis with access to historical data allows you to show development over time, set goals, and predict future ITSM results, as well as perform detailed analyses.

IT service management and ITL

The discipline of IT service Management is inextricably connected to the standard of ITIL. ITIL stands for "Information Technology Infrastructure Library" and is a framework for best practice of especially IT Service Management. ITIL assists the entire process; from planning a specific service the the design, implementation and continuous improvement of the service. ITIL provides an overview of the most optimal procedures, so the IT service management initiatives obliges the needs of the business in the best possible way.

In Syspeople, we support the entire ITIL framework and you can always get more information on how it can benefit you and your organisation by contacting us.

Digital transformation and ITSM

Digital transformation is one of the most used buzzwords in IT service management. Digital transformation is about how the company's core processes can be supported by IT tools and systems. Therefore, digital transformation is an important factor in making the IT department's value creation visible for the entire organization.

At the same time, digital transformation can easily become a challenging and difficult to grasp:

  • How do we grab the ball in my organization?

  • What opportunities do we have for becoming active collaborators and taking digital transformation initiatives?

At Syspeople, we want to inspire and make digital transformation concrete and measurable. We do this, among other things, by using our many years of experience, challenge status quo and by setting specific and measure goals that are visible and ensure that we reach the planned business outcomes.

At Syspeople we recommend taking it all in small chunks, so that it becomes an iterative process that can bring the project to the finish.

Need a partner for Digital Transformation?

Through our many years of experience, we make solutions that creates business values for the entire organisation.Our attitude towards IT service management is that it should support the entire business, not just not be a tool for the IT department. Therefore, we contribute to see the goals from all perspectives, both a business perspective and an IT perspective – throughout the entire process.

Our delivery model and practice ensure that we create the most value creating solution for your organisation.

Learn more about us

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