Part lifeguard, police officer and firefighter, the ITSM team is on the front lines every day, leveraging people, processes and technology to keep the ship sailing on course. The unsung hero in most organizations, the IT Service Management group plays a critical role in employee enablement and productivity.
To run smoothly, your organization needs the right tools and processes to keep the daily barrage of needs in check, while also allowing leaders to peek from the treetops to envision innovation necessary for future business needs.
With growth comes the eventual need for deeper processes and a comprehensive strategic plan for growth, unforeseen circumstances and eventualities. The pivot from reactive help desk to proactive service enablement is a journey that includes both tools and processes that are in a state of continuous refinement.