datadog

Service Management

Implementation of ITSM processes.

Get in touch

To accelerate transformation and innovation processes, it is essential for the organization to have an adequate management of the entire service lifecycle. There are well-known frameworks such as ITIL.

 

bit2bit Americas, winner of Atlassian’s Solution Partner of the Year: IT Service Management Solutions 2023, provides assessment, implementation, training, and support services for IT Service Management (ITSM) related processes. These processes include request management, change management, incident management, technology asset management, knowledge management, and monitoring management. We use technology from Atlassian (Jira Service Management, Confluence), Datadog, Device42, New Relic and other similar platforms.

Assessment ITSM

Sometimes organizations need to know where they stand in terms of ITSM best practices in order to define a roadmap of next steps. This is part of any continuous improvement process on the road to excellence.

 

bit2bit Americas has ITSM architects experienced in performing assessments that include analysis and diagnosis at all levels, allowing our clients to implement an improvement plan.

More information

Assessment ITSM

Assessment ITSM

Sometimes organizations need to know where they stand in terms of ITSM best practices in order to define a roadmap of next steps. This is part of any continuous improvement process on the road to excellence.

 

bit2bit Americas has ITSM architects experienced in performing assessments that include analysis and diagnosis at all levels, allowing our clients to implement an improvement plan.

More information

Official ITIL training

Each organization has its own goals, culture, constraints, etc., and therefore solutions need to be tailored to them. In this context, it is always good to take as input the frameworks that consolidate the best practices of the market, such as ITIL.

 

bit2bit Americas is a partner of Axelos and we offer official ITIL courses where the main differentiator is our instructors who have experience in applying the concepts in multiple implementations in companies from different industries.

More information

Service Management for business teams

Although IT Service Management best practices were created for IT teams, organizations have business teams such as Finance, Legal, Marketing, Human Resources, etc. that have similar needs to IT teams and can be solved using the same practices.

 

bit2bit Americas adds value to business teams by implementing ITSM solutions that allow them to optimize the processes by which they deliver services to their customers, both internal and external to the organization.

More information

Service Management for IT teams

IT teams in every organization are responsible for managing the lifecycle of technology services, which includes implementing processes and practices such as change management, request management, incident management, technology asset management, monitoring management, service catalog and CMDB implementation, among others.

 

bit2bit Americas has solid experience in implementing these types of solutions for clients in various industries.

More information

ITSM Support

Organizations that deploy ITSM solutions require the development and successful operation of these solutions and related technology platforms.

 

bit2bit Americas has a global team of world-class professionals and a mature support process that allows us to provide the level of service our customers require. Our support covers both the ITSM solutions we deploy and the platforms that support them (Atlassian, Datadog, Device42, New Relic, and others).

More information

Learn about our success stories

Jira app

Jira app development for Device42

Jira app development for Device42

bit2bit Americas developed for Device42 an app that integrates Jira Service Management Cloud with their platform

Do you want to know more?
a Jira Service Management

Mexican bank migrates from ServiceNow to Jira Service Management

Mexican bank migrates from ServiceNow to Jira Service Management

Important Mexican bank migrates from ServiceNow to Jira Service Management for ITSM processes

Do you want to know more?
Mutualser

ITSM process implementation with ITIL for Mutualser

ITSM process implementation with ITIL for Mutualser

The technology support team at Mutualser, one of the leading EPS in Colombia, had implemented the processes...

Do you want to know more?

Talk to our
experts

By clicking Submit, you agree to allow bit2bit Americas to store and process the personal information provided above to provide you with the requested content.

Raise your potential
company with innovation
and technology, they trust
In us:

Facebook-f X-twitter Youtube Linkedin-in

About Us

Services

Partners

Products

Contact

Insights

Work with us

2024 © bit2bit Americas.

What are ITSM processes? ITIL version 4 recently went from recommending ITSM “processes” to introducing 34 ITSM “practices”. Their reasoning for this updated terminology is that “elements such as culture, technology, information and data management can be considered to get a holistic view of ways of working”. This more comprehensive approach better reflects the realities of modern organizations.

 

Here, we will not concern ourselves with nuanced differences in the use of practice or process terminology. What’s important and true, no matter what framework your team follows, is that modern IT service teams use organizational resources and follow repeatable procedures to deliver consistent and efficient service. In fact, leveraging practice or process is what distinguishes ITSM from IT.

Change management ensures standard procedures are used for efficient and prompt handling of all changes to IT infrastructure, whether it’s rolling out new services, managing existing ones, or resolving problems in the code. Effective change management provides context and transparency to avoid bottlenecks, while minimizing risk. Don’t feel overwhelmed by these and the even longer list of ITIL practices.

Problem management is the process of identifying and managing the causes of incidents on an IT service. Problem management isn’t just about finding and fixing incidents, but identifying and understanding the underlying causes of an incident as well as identifying the best method to eliminate the root causes.

Incident management is the process to respond to an unplanned event or service interruption and restore the service to its operational state. Considering all the software services organizations rely on today, there are more potential failure points than ever, so this process must be ready to quickly respond to and resolve issues.

IT asset management (also known as ITAM) is the process of ensuring an organization’s assets are accounted for, deployed, maintained, upgraded, and disposed of when the time comes. Put simply, it’s making sure that the valuable items, tangible and intangible, in your organization are tracked and being used.

Is the process of creating, sharing, using, and managing the knowledge and information of an organization. It refers to a multidisciplinary approach to achieving organizational objectives by making the best use of knowledge.

Is a repeatable procedure for handling the wide variety of customer service requests, like requests for access to applications, software enhancements, and hardware updates. The service request workstream often involves recurring requests, and benefits greatly from enabling customers with knowledge and automating certain tasks.

It’s simply not enough to have an ITSM solution – you need one that actually accelerates how your teams work.

Atlassian’s ITSM solution unlocks IT at high- velocity by streamlining workflows across development and operations at scale. Meaning what was once many siloed teams with different ways of working, are now integrated and much more collaborative than ever before.

ITSM benefits your IT team, and service management principles can improve your entire organization. ITSM leads to efficiency and productivity gains. A structured approach to service management also brings IT into alignment with business goals, standardizing the delivery of services based on budgets, resources, and results. It reduces costs and risks, and ultimately improves the customer experience.