Which enterprise ITSM strategies are critical for mobile in 2016?

By Jonathan Crowl

In order to build a good product experience, enterprise brands must have a strong foundation of IT service management, or ITSM. When everything is going well, ITSM infrastructure is invisible to the consumer: products work properly, the experience across multiple devices and softwares is consistent and user satisfaction is high. In a perfect world, ITSM is so effective that the company can forget just how important this system is in the first place. The expansion of mobile devices has made enterprise ITSM even more valuable — and, at the same time, more difficult to implement.

As TechTarget points out, the task of managing an ever-expanding body of mobile devices falls on ITSM systems, which have to grapple with the front-end challenges of diverse consumer devices while also handling BYOD and other back-end IT concerns. Therefore, mobile enterprises need to have agile ITSM solutions in place, and CIOs need to know which emerging strategies will resolve these issues in 2016.

Here are three critical steps to take when you’re building your mobile enterprise ITSM:

Build a service catalog

Service catalogs outline the responsibilities of ITSM, as well as the technologies, processes and other resources that are required to run these systems effectively. When you add mobile technology into the mix, this catalog is even more important. The IT department and the business side of an enterprise will lean on this catalog to collaborate with one another and to ensure that they are each taking care of all of the tasks within their specialty. The catalog should function as a thorough rundown of all ITSM activity. In other words, someone reading the catalog front-to-back should know everything ITSM handles in the organization.

The other important role that a service catalog plays has to do with advocating its value to executive leadership. When you have a thorough catalog in place, you’ll have an easier time demonstrating its value and garnering support from managers. Support for this system will be important any time you need additional resources, and the catalog will provide an outline for making your case.

Lean on established standards

Fortunately, ITSM has been around long enough that there are best practices for organizations to follow. Many organizations spearheading ITSM success have headlined their management strategy with three major areas of emphasis: change management, incident management and problem management.

Change management relates to managing existing standard practices and procedures, as well as ever-evolving customer support. Incident management is developed with the help desk in mind, as it involves categorizing problems and building an automated, real-time workflow, according to ComputerWeekly. Problem management is used to find the root cause of problems arising within the system. There are other management sub-groups, but these three should draw the greatest degree of your time and attention.

Enterprises should also consider the Information Technology Infrastructure Library as a tool to source the best methodologies and strategy considerations for their ITSM.

Create a Configuration Management Database (CMDB)

Every enterprise ITSM strategy needs a CMDB. While the process of creating one of these databases is fairly structured, the value to the stability of your ITSM is enormous. First off, brands should understand that a CMDB is built in phases. As such, it’s important to map out a use case for the CMDB so that you can verify that the necessary infrastructure is in place.

According to Invensis Learning, you should make sure that all major stakeholders are involved and aware of the goals and anticipated use of the CMDB project. In order to provide governance and accuracy to the CMDB, you must acquire and place standards and data as necessary. You will need IT professionals to actually build the system, but IT and business leadership will have to work together to determine how the database will be set up and what goals it will target.

By leveraging these strategies, enterprises can build an ITSM solution that will thrive in the mobile space.

Written By

Jonathan Crowl


Jonathan Crowl has served as a tech writer and reporter for a number of tech publications and corporations. Specializing in mobile technology and digital startups, he is based out of Minneapolis, Minnesota.

Other Articles by Jonathan Crowl
See All Posts