Magazine / ServiceNow Mar 22, 2022 11:15:00 AM

From ITSM to ITBM: data driven tools for IT expense analysis

The data available to ServiceNow's ITSM (IT Service Management) and ITBM (IT Business Management) applications ensure companies have control over the expenses associated with their infrastructure and business initiatives. The biggest problem that many companies face every day is the awareness of having to make daily operations, problem response and customer service more efficient; but they often run into rigid infrastructure and a poor view of inefficiencies. 

A chain reaction ensues. If users encounter problems and are unable to solve them independently or report them quickly, business processes slow down with obvious repercussions on the costs associated with operations and other, more hidden, staff involvement. Employees work poorly; the company fails to evolve; the customer experience is frequently impacted by disruptions that take many hours to restore. 


Higher IT expenses: why companies need advanced ITSM and ITBM tools 

IT expenses can exceed expectations for various reasons. The most common concern is the lack of a clear vision of the progress of project initiatives. 

By exploiting the integration between ITSM and ITBM applications, ServiceNow allows you to associate infrastructural and/or application changes to the various project activities, in order to have a complete vision that monitors both the changes on the different systems and/or applications implementing the business service, and the adherence to project deadlines. 

If a user has a performance problem, because, for example, the server needs a memory upgrade or more bandwidth, this support request can be integrated into a larger project. This way, the IT staff will be able to manage all the design phases with greater control and efficiency and once the project is closed, the user's needs will also be met. 


How ITBM helps businesses 

Companies focus on hiring new talents and new technologies with the intention of improving processes and increasing productivity, underestimating, however, that human and infrastructure resources must be part of the holistic management of the company. Therefore, the sole recruitment of new staff, if inserted within a company mechanism that is experiencing various inefficiencies, may not lead, by itself, to the desired results. 

Everything is interconnected: if anything throw it off course, profound interventions are needed. 

Through Project Portfolio, Resource, Demand and Agile Development applications, companies can obtain many advantages: 

  • align the activities with the strategic business objectives to ensure that you are working on the right projects; 
  • increase visibility with dashboards and reports that present data in real-time; 
  • align all the figures involved in the project; 
  • make better decisions; 
  • identify and eliminate risks; 
  • make more accurate forecasts. 


    How ITSM simplifies IT 

    ITSM solutions help make IT infrastructure operations more efficient and predictable. 

    The fragmentation of internal processes and silo management are among the problems most felt by both staff and company decision-makers. The solution is to exploit ITSM to free IT personnel from repetitive burdens, which do not create value for the company and to facilitate the communication channel between the IT department and the rest of the company by breaking down the infrastructural barriers that prevent the company to operate as a single body. 

    In addition, the most advanced ITSM solutions allow other business departments to autonomously access the most common practices to solve a problem: this reduces the load on the IT department, makes employees feel more comfortable and saves a lot of time (and therefore resources). 

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