Alemba - Going Beyond Incident Management: Service management processes to implement now
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Going Beyond Incident Management: Service management processes to implement now

Elzette Wilkinson

IT Service Management is a continuous improvement process that needs to keep pace with the changing needs of your business. When first implementing an ITSM tool, many organizations opt for a phased roll-out approach, which allows them to expand their system as their maturity levels and requirements evolve.

Often, processes such as Incident Management, Service Requests and Change Management serve as the basis for ‘phase one’ of an ITSM implementation. Where you go from here will be largely dependent on your organization’s unique needs and challenges. If you invested wisely, your service management provider should be on hand to guide you in the requirements gathering process, and assist with the deployment of additional functionality.

Depending on the outcome of your requirements workshops, you may choose to extend your ITSM processes to include:

Need some inspiration? Take a look at the innovative ways some of our North American-based customers are using their vFire systems to deliver business value:

Industry Process Implemented

Retail

Workflow automation

A large US retail organization implemented Service Management workflow standardization across Enterprise to enhance both their Change Risk Management and Service Request processes.

vFire Change Management

With approximately 1,100 changes per month, the organization needed a consistent, effective way to keep track of major changes across business groups. The retailer used their vFire ITSM tool to introduce a standard process for all changes to help identify the impact of changes to Business, adjust risk based on business demand and protect the Customer Experience.

Over the past 7 years, the retail company has seen a 9,811% increase in the average number of Service Requests per day. A standardized workflow process has enabled them to manage not only IT-to-IT requests, but also Service Requests across the enterprise, including:

  • Business Requesting Services from IT
  • Automating Service Requests
  • Business Requesting Services from Business
  • Accountability for content in articles
  • Ability to Recognize Gaps in Knowledge
  • Ability to Recognize Areas for Improvement
  • Assists with acquisitions and regional support
  • Assists with new technology rollouts

Read more about vFire's Workflow Automation

Healthcare

Configuration Management and CMDB

A large paediatric hospital in the USA chose to adopt a phased approach to implementing their vFire system. The hospital deployed Incident Management, followed by Change Management and, finally, Configuration Management.

vFire Configuration Management

During the Configuration Management implementation phase, the hospital:

  • Added over 400 software application titles to their CMDB
  • Installed the SCCM Connector for daily computer equipment updates into CMDB
  • Created customized screens for different kinds of equipment types
  • Use AD Connector to import people and update information daily

Benefits include:

  • Daily inventory updates via the SCCM connector - in the past this was a manual process
  • Better risk management for change management – all servers, workstations, and application are available for selection are in vFire for use by the change team

Read more about vFire's Configuration Management and CMDB

Chemicals

Knowledge-based Incident Management

A US-based Fortune 500 company implemented KCS Knowledge-based Incident Management with the goal of having 80% of calls covered by knowledge articles.

vFire Knowledge Management

The KCS implementation was initiated in North America and proved so successful that the organization began to integrate the KCS system into other business regions.

The company converted their existing documentation into Knowledge Articles and appointed a dedicated Knowledge Manager to oversee the Knowledge Management process. Quality Assurance is used to verify the accuracy and integrity of Knowledge Article usage.

The Service Desk now has access to 2336 active Knowledge Articles.

Benefits of implementing KCS (Knowledge Centered Support) include:

  • Accountability for content in articles
  • Ability to Recognize Gaps in Knowledge
  • Ability to Recognize Areas for Improvement
  • Assists with acquisitions and regional support
  • Assists with new technology rollouts

Read more about vFire's Knowledge-based Incident Management