IT Service Management (ITSM) is a strategic approach for designing, delivering, managing and improving the way IT is used and delivered within an organization. Typically, ITSM solutions are largely wrapped around how IT offers services to their internal customers. One of the more well-known ITSM providers is ServiceNow – it enables service management through an enterprise cloud suite.
According to Wikipedia:
ITSM tools are often marketed as ITSM suites, which support not one, but a whole set of ITSM processes. At their core is usually a workflow management system for handling incidents, service requests, problems and changes. The ability of these suites to enable easy linking between incident, service request, problem and change records with each other and with records of configuration items from the CMDB, can be a great advantage.
Over the past few years, Calero has seen an uptick in customers linking their TEM (Telecom Expense Management) solutions to their ITSM applications. Organizations that are making this move desire:
Leading ITSM providers, like ServiceNow, have positioned themselves as more of a platform versus an application in recent years. As such, their value has shifted from being a “monolithic we do everything approach” towards being the “UI and workflow glue uniting multiple cloud systems.” It doesn’t take a big leap to see how TEM solutions fit into this vision for an integrated suite of cloud solutions. After all, many TEM solutions have shifted towards the cloud, and web services/APIs make this integration relatively seamless as part of an overall single view into your federation of systems.
Types of TEM/ITSM Automations to Expect with an Integration: (using ServiceNow as the example)
Want to learn more about integration between TEM and ITSM? Check out our recent webcast from Calero World. This on-demand recording includes conversations from three current Calero/ServiceNow customers, and how they have approached this hot topic.