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IT Service Management AutomationThe use of best practices in managing IT services within the company is a characteristic of the most successful representatives of various sectors of the global economy. Recommendations contained in the ITIL library can help a business to reinforce its positions in the competitive environment, for it is through effective management of IT investments and risks that a company can achieve the required indicators of growth dynamics and accurately estimate the cost of its services and products.
Chaotic purchases of hardware, software, and IT services that are typical of companies in emerging markets usually result in a technology zoo at the company, which gets harder and harder to manage with time. Unless the management resorts to timely measures to resolve this situation, the IT department will turn from a reliable basis for business growth into a proverbial suitcase without a handle, which you cannot afford to abandon, but still cannot stop pouring cash into it. As the controllability of IT services declines, it will require ever greater investments while increasingly failing to meet business needs.
Competent implementation of best practice libraries, such as ITIL, is helpful in that it enables the management to realize the significance and capabilities of IT systems, manage and develop the company based on high technologies as a foundation for a successful business. Best practices allow implementing tools to measure IT services in the required planes: qualitative, quantitative, corresponding to the key business processes at the company. Examples of such indicators are the speed with which a query from an insurance agent is processed, the cost of storing 1 Mb of data on a file server or the cost per call to the technical support service. Other examples include the time it takes to process a request from a business user, the number of software licenses not being used, hardware downtime, user downtime, hardware utilization ratio, or duration of hardware repairs.
Implementation of best practices is advantageous for the IT department, as it enables the IT department manager to communicate with the top management using an understandable language, justifying the purchase of products, solutions or services by their clearly pronounced impact on the key business process, the cost of final services, and the advantages to be gained by specific business units.
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