For the love of IT service management_

Keep your IT operations running smoothly while alleviating the burden on your internal teams and overcoming skills gaps. 

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Why does IT service management matter? 

IT service management (ITSM) is a crucial framework for businesses of all sizes. It provides a structured approach to delivering, managing and improving IT services that align with the needs of the business.  

With IT service management, you can streamline IT processes. By establishing clear workflows and procedures, it helps to minimise disruptions and ensure that IT services are delivered in a consistent and timely manner. This can lead to significant improvements in productivity and efficiency across your organisation.  

IT service management practices such as incident management, problem management and change management help to ensure that IT issues are resolved quickly and effectively, allowing business operations to run smoothly and consistently. This can lead to increased customer loyalty and a stronger competitive advantage. 

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What are the challenges associated with IT service management? 

Modern IT environments are complex. With the rise of cloud computing, virtualisation and mobile devices, IT infrastructures have become increasingly complicated and dynamic. This complexity can make it difficult to implement and maintain effective processes, especially for those with limited resources. 

One major challenge is the cost and difficulty of acquiring and retaining the necessary skills to manage IT internally. Finding, hiring and training qualified IT professionals with expertise in areas like cyber security, cloud computing and automation can be incredibly challenging. This skills gap can lead to delays in service delivery, increased downtime and an inability to adapt to the rapidly evolving IT landscape.  

Furthermore, maintaining a skilled in-house team requires significant ongoing investment, especially once costs associated with employee salaries, benefits and training are considered. These financial burdens can be substantial, particularly for small and medium-sized businesses with limited budgets. This is why many businesses choose to outsource their IT service management. 

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What are the benefits of outsourced IT service management? 

Reduced costs: Outsourcing can significantly reduce overhead costs associated with maintaining an in-house IT team, offering better value for money  

Access to expertise: Outsourced providers offer access to a pool of highly skilled and experienced IT professionals across specialised areas 

Free internal capacity: By outsourcing IT, businesses can free up internal resources to focus on their core competencies and strategic initiative

Improved efficiency: Outsourced providers often have established processes and best practices that can streamline IT operations and boost productivity  

Increased scalability: Outsourcing provides the flexibility to easily scale IT resources up or down as needed to meet changing business demands 

Improved service quality: Outsourced providers are held to strict service level agreements for consistent performance 

Reduced risk: Outsourcing can help to mitigate risks associated with IT security threats, data breaches and other IT-related challenges 

Access to tech: Outsourced providers often have access to the latest IT technologies and tools, enabling you to stay ahead of the curve 

How can Infinity Group help? 

We know the challenges businesses face in building an in-house team capable of running their IT services optimally, while keeping IT costs down. As one of the UK’s leading managed services providers, we can augment your existing IT resources and help you to simplify management. 

We offer a range of services across IT key areas, from device management and network monitoring to service desk and cyber security. Depending on your needs as a business, we can offer customised IT service management packages for an affordable monthly price.  

Once we understand your business challenges and goals, we provide a strategic approach, proactive support and a quick response whenever you need it. This enables you IT to run smoothly long-term, minimising unexpected downtime and encouraging innovation. Plus, with a one-minute average call response time and 96% customer satisfaction rate, we’re also a provider you can rely on.  

What IT service management solutions do Infinity Group offer? 

IT support: Get hands-on support across your IT operations, including proactive maintenance and first-line assistance

Device management: Ensure devices across your business are protected and consistently configured

Managed security: Minimise risk and keep your data protected by outsourcing your cyber security to qualified experts 

Network support: Keep your IT network running smoothly and respond to outages swiftly with our team of consultants 

IT service management FAQs_

How do I choose the right ITSM solution for my business?

Selecting the right ITSM solution depends on various factors, including:  

  • Business size and complexity: Determine the scale and scope of your IT needs.  
  • Budget constraints: Evaluate the costs associated with different solutions.  
  • Specific business requirements: Identify the specific ITSM processes and functionalities you need.  
  • Integration with existing systems: Ensure compatibility with your current IT infrastructure.  
  • Vendor reputation and support: Choose a reputable vendor with a strong track record and reliable support services. 

Discuss your needs with any Managed Service Provider, as this will enable you and them to understand how you can work together. 

What are some common IT service management tools and technologies?

A variety of tools and technologies can be used to support and enhance ITSM processes. These include: 

  • IT service management platforms: These platforms provide a central hub for managing IT services, offering features such as incident ticketing, problem management, change management and service level management. 
  • Configuration Management Databases (CMDBs): CMDBs act as a central repository for information about IT assets, including hardware, software and infrastructure components. This data is crucial for understanding the IT environment, managing changes and troubleshooting issues. 
  • Monitoring and alerting systems: These tools continuously monitor IT infrastructure and applications for performance issues, security threats and other anomalies. They can generate alerts to notify IT staff of potential problems and enable proactive resolution. 
  • Automation tools: Automation tools can streamline repetitive tasks and improve efficiency, such as automating incident resolution steps, provisioning new services and managing routine maintenance. 
  • AI and machine learning: Advanced technologies like AI and machine learning are increasingly being used to predict and prevent issues, analyse large volumes of data and improve the overall effectiveness of processes. 

How can ITSM help improve cyber security?

ITSM plays a crucial role in enhancing cyber security by: 

  • Incident management: Effective incident management processes help organizations quickly identify and respond to security incidents, such as cyber attacks and data breaches. 
  • Change management: By carefully managing changes to IT systems and applications, organisations can minimise the risk of introducing security vulnerabilities. 
  • Access management: ITSM processes can help ensure that only authorised users have access to sensitive data and systems. 
  • Risk management: ITSM frameworks provide a framework for identifying, assessing and mitigating IT security risks. 
  • Compliance: ITSM can help organisations comply with relevant security regulations and standards, such as GDPR and ISO 27001. 

How can I measure the effectiveness of my ITSM processes?

Measuring the effectiveness of ITSM processes is essential to identify areas for improvement and demonstrate the value of ITSM to the business. Key metrics to consider include: 

  • Service level agreements (SLAs): Tracking adherence to agreed-upon service levels, such as response times, resolution times and availability, provides a clear measure of service performance. 
  • Customer satisfaction: Gathering feedback from customers through surveys and other channels helps gauge their satisfaction with IT services. 
  • Mean Time to Resolution (MTTR): This metric measures the average time it takes to resolve IT incidents, providing insights into the efficiency of incident management processes. 
  • Change Failure Rate: Monitoring the number of changes that result in service disruptions helps identify areas for improvement in change management processes. 
  • Cost of IT services: Tracking the cost of delivering IT services, including personnel, infrastructure and other expenses, helps identify opportunities for cost optimisation. 

What are the future trends in IT service management?

The future of ITSM will be shaped by several key trends: 

  • AI and machine learning: These technologies will play an increasingly important role in automating tasks, predicting and preventing issues and improving decision-making within ITSM processes. 
  • Cloud computing: Cloud-based ITSM solutions will continue to gain popularity, offering increased scalability, flexibility and cost-effectiveness. 
  • DevOps and Agile methodologies: The principles of DevOps and Agile development will increasingly influence ITSM, fostering closer collaboration between IT operations and development teams. 
  • Focus on customer experience: There will be a growing emphasis on delivering exceptional customer experiences through IT services, requiring a customer-centric approach to ITSM. 
  • Increased emphasis on security and risk management: As cyber threats continue to evolve, organisations will need to strengthen their security posture and integrate robust risk management practices into their ITSM processes. 

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