Today’s enterprises though globally present face a highly competitive business climate wherein the role of technology effects their success. Though these enterprises are technologically sound need to survive through an aggressive competitive environment with high levels of customer satisfaction. Any failure on the enterprise's critical server, an employee’s laptop or mobile device significantly impacts employee productivity and the enterprise's bottom line.

1. ITSM Solutions-Bettering Customer Relationships
Today’s enterprises though globally present face a highly competitive business climate wherein the role of
technology effects their success. Though these enterprises are technologically sound need to survive through an
aggressive competitive environment with high levels of customer satisfaction. Any failure on the enterprise's
critical server, an employee’s laptop or mobile device significantly impacts employee productivity and the
enterprise's bottom line. The enterprises thus need to maintain good customer satisfaction by responding
quickly to service requests and proactively managing the IT infrastructure.
To achieve this increasingly important IT function, organizations need to deploy effective ITSM solutions.
However, the IT services of these organizations are also challenged to reduce cost, deliver quality services in
tune to the business goals and objectives, enhance service efficiency and boost return -on-investment. Lack of
infrastructure visibility caused by complexity of the IT infrastructure and an increasing number of infrastructure
changes would create havoc for the enterprises. These challenges have paved way for enterprises to shift from
technology oriented IT management to services oriented IT management.
Wikipedia refers ITSM solutions to the implementation and management of quality IT services that meet the
needs of the business. Generally performed by the IT service providers through an appropriate mix of people,
process and information technology, ITSM is defined as a discipline for managing information technology
systems, centered around the customer's perspective of IT's contribution to the business and provides a
workflow based configurable global platform for implementing ITSM processes across multiple organizations
and geographic locations.
The IT service management software from the leading service providers is a web-based one. This provides
enterprises with numerous IT service management tools through a single solution and includes requirement
management tool, incident management, and problem and change management. Being web based this
anywhere-anytime IT Service Management tools are available as built-in application for the software
development life cycle. This would provide them a workflow based configurable platform for implementing IT
service management across geographically distant locations and multiple organizations. An ideal ITSM solution is
one that will not only ensure quality and agility but also efficiently align IT service operations with the business
goals.
The ITSM solutions from the leaders in the industry have world class ITSM tools with web-architected
framework accessible through the internet and with input methods such as word documents, emails, web
portals or any third party tools synchronized in real-time mode. Some of the functional applications of these
ITSM solutions include:
 ITSM Service Desk or IT Help Desk software
 Requirements traceability matrix tool ensures entity relations across various in-built applications.
 Facilitates complete IT process automation of the in-built applications
 Availability of HTML, dashboard and crystal reporting options
Such single solution with the required built-in applications for ITSM works out advantageous for SME's as well as
large business houses in building better customer relationships.
Other Links - Application lifecycle management