IT Service Management (ITSM) refers to the entirety of activities – directed by policies, organized and structured in processes and supporting procedures – that are performed by an organization to design, plan, deliver, operate and control information technology (IT) services offered to customers. Put more simply, IT Service Management is how IT teams manage the delivery of IT services to customers. According to Atlassian, the following are common benefits of ITSM which lead to better service:
- Aligning IT teams with business priorities tracked through success metrics
- Enabling cross-department collaboration
- Bringing IT teams and development teams together through streamlined project management approaches
- Empowering IT teams to share knowledge and continuously improve
- Improving request coordination for more efficient service
- Promoting customer-centricity with self-service and better processes
- Responding more quickly to major incidents and preventing future ones
IT service management is characterized by adopting a process approach towards management, focusing on customer needs and IT services for customers rather than IT systems, and stressing continual improvement. Some of these processes include:
- Service Request Management
- Knowledge Management
- IT Asset Management
- Incident Management
- Problem Management
- Change Management
Note the emphasis of ITSM is on the customer's needs rather than the IT Systems, themselves. With that said, how can we ensure we are providing value to customers through ITSM?
Providing Value to Customers through ITSM
Customers are the reason the service desk and support team exist in the first place. Customers are the reason your products or services exist in the first place. Customers are the reason our companies thrive and are the reason we all have jobs. Often times, we get so caught up in our day to day support that we often forget this simple and over-arching truth. For this reason, it is of paramount importance to ensure that our ITSM processes are modeled around our customer's needs and are providing value to our customers, regularly and continuously. To do this, we should measure customer satisfaction and allow it to inform our ITSM processes. In other words, CSAT should be an integral part of our ITSM framework.
CSAT stands for customer satisfaction and is a score that indicates how satisfied a customer is with a specific product, transaction, or interaction with a company. The term “CSAT” is most often used in the context of a “CSAT score,” which describes a numerical measure of customer satisfaction. With this blog series, I will show you some ways to collect and measure CSAT scores in Jira/Jira Service Desk, how to report on these customer satisfaction metrics, how CSAT scores should inform your ITSM processes, and I'll throw in some cool automation tricks and tips along the way!
So stay posted, as the next blog, we will be diving straight into how you can measure CSAT effectively with the Atlassian Tools!