IT Service Management

IT Service Management

ITSM

We evaluate, advise, train and support our clients in the implementation of the processes related to IT Service Management (ITSM) according to the good practices recommended by ITIL (IT Infrastructure Library). Our approach is strategic and brings value to the business by offering IT solutions that combine people, processes and technology. We make the connection between IT and the business strategy and help our clients to understand the impact of IT in their different business processes.

Our ITSM practices are:

  • Use of Atlassian, Device42, New Relic, Puppet technology, among others.
  • Implementation of processes such as:
    • Incident Management
    • Request Management
    • Access Management
    • Change management
    • Problem management
    • Configuration management
    • Knowledge management
  • Application Performance Monitoring (APM) with New Relic
  • Vulnerability monitoring with Puppet Remediate
  • Chatbots implementation
  • Automatic ticket creation
  • Automatic execution of tickets.
  • Network asset discovery with Insight Discovery and Device42

Other services:

Power, improve and monitor your company's IT services. Learn more about the Atlassian ITSM solutions we have at bit2bit Americas.
We advise the adoption of the DevOps approach, generating maximum agility in all phases of the technological solutions development cycle.
We identify needs and then advise and build innovative solutions that allow our clients to achieve their business objectives.
We evaluate the company's current infrastructure and execute successful initiatives of cloud migration and administration of the cloud infrastructure.
We perform assessments, advise on licensing and subscription issues, install, implement solutions, train, support, migrate from other technologies to the Atlassian platform, migrate from one edition to another, etc.
We advise our clients on their needs for the acquisition and renewal of licenses and subscriptions.

Other services:

Power, improve and monitor your company's IT services. Learn more about the Atlassian ITSM solutions we have at bit2bit Americas.
We advise the adoption of the DevOps approach, generating maximum agility in all phases of the technological solutions development cycle.
We identify needs and then advise and build innovative solutions that allow our clients to achieve their business objectives.
We evaluate the company's current infrastructure and execute successful initiatives of cloud migration and administration of the cloud infrastructure.
We perform assessments, advise on licensing and subscription issues, install, implement solutions, train, support, migrate from other technologies to the Atlassian platform, migrate from one edition to another, etc.
We advise our clients on their needs for the acquisition and renewal of licenses and subscriptions.

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.