This best practices business trend continues to grow in importance as IT operations respond to directives to improve end customer satisfaction and reduce service desk staffing costs.
Simply put, ITSM provides integrated services that are process based with a focus on satisfying business requirements. In a nutshell, ITSM addresses the need to align the delivery of IT services closely with the needs of the business. According to market analysts at Forrester Research, "The service desk today functions as the front office of IT and orchestrator for many of the IT service management (ITSM) activities described in the ITIL best practice library.
The process areas of incident and problem management, change management, configuration management, release management, and many more all need to be connected and orchestrated to benefit the service consumer. To address the new role of modern IT organizations making the transition to being service providers on behalf of their end customers, InSite Source is bringing a revolutionary ITSM product to market called INSITE 3.0. INSITE 3.0 is the industry's first and only cloud-based, ITIL-certified ITSM platform that runs as a native application on Salesforce's Force.com platform. With INSITE 3.0, service desk operations can move well beyond reactive trouble ticketing to complete ITSM capabilities based on the most current ITIL v3 best practices.