Reflections of an ITSM Process Owner
This has been a challenging yet successful year for Software AG's IT Department and its IT Service Management (“ITSM”). It’s been a year of divestments and organizational restructuring for Software AG, and that meant a shift in priorities and focus for the IT Department. So, for example, our planned ISO 20000 certification was put on hold. Nonetheless, IT leadership continues to support and stress the importance of conducting our department’s business according to ITSM best practices and the ITIL4 framework. Here are a few of our ITSM highlights from 2024.
ITIL4 Training and Certification
One of the ways our IT leadership showed its support for ITSM this year was to enable another round of ITIL4 Foundation training and certification to IT staff. Not only that, but me and two colleagues from our Change Manager team, Sophia Nikolova and Svetoslava Tsenkova , achieved both ITIL4 Managing Professional and ITIL4 Strategic Leader designations. I also had the privilege of attending the ITSM24 UK Conference at which I gained valuable insights and ideas about how to continue to improve our ITSM and service delivery.
Ticket Handling Improvement
Using the data from our Jira Service Management platform, we gained some insight on how we could improve our incident and service request ticket handling. Through workshops with team leaders, individual team guidance, and, of course, the hard work of our service desk agents, we were able to reduce ticket backlogs by 60% and Time to First Response breaches by 63%.
Change Management
Change Management is often viewed as additional but necessary overhead in IT operations. Changes must be fully described, then go through some approval workflow, be communicated and only then implemented. This year, however, even though we had a 13% increase in the overall number of change requests over last year, we had a 67% reduction in the number of Change Advisory Board meetings by using peer reviews (which translates to a savings of about 72 hours of senior IT staff time) and a 44% decrease in the number of Emergency change requests. We’re streamlining our Change Management practice without sacrificing service stability.
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Outlook for 2025
As our company continues to reorganize and restructure, our IT Department will continue to adapt accordingly. To make sure we keep pace we’ll continually improve our ITSM with the help of such things as the impending launch of our revamped and integrated CMDB, increased adoption of AI in our JSM ticketing platform, service delivery automation, and self-service. Looking forward to the new year!
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ISO/IEC 20000 Examiner at APMG-International
2 个月Another great article, Carey. Would also be great if the achievements could be expanded to include how the investment in training has influenced staff morale during a particularly difficult period for the business. How the achievements in incident management has seen an increase in customer satisfaction and a change in the overall business perception of the IT department, as a service provider. A 44% reduction in the number of emergency changes, wow. This alone, would provide many positive measurables to both the business and IT. I look forward to reading your articles in 2025.