ITSM Implementation



  • Ad Hoc
  • Undocumented
  • Unpredictable
  • Multiple help desks
  • Minimal IT operations
  • User call notification

Tool leverage



  • Fight fires
  • Inventory
  • Desktop software distribution
  • Initiate problem management process
  • Alert and event management process
  • Measure component availability (up/down)

Operational process engineering



  • Analyze trends
  • Set thresholds
  • Predict problems
  • Measure application availability
  • Automate
  • Mature problem configuration, change, asset, and performance management processes.

Service delivery process engineering



  • IT as a service provider
  • Define service classes pricing
  • Understand costs
  • Guarantee SLAs
  • Measure and report service availability
  • Integrate processes
  • Capacity management.

Service and account management



  • IT as a strategic business partner
  • IT business metric linkage
  • IT/ business collaboration improves business process
  • Real-time infrastructure
  • Business planning

Manage IT like a business

Vriba has successfully deployed Service now implementation with Customers. Implementation of ITSM using Service Now addressed challenges related to process inefficiencies, user experience, and visibility resulting in streamlined and mature approach to IT service management.


ITSM optimization requires commitment, collaboration, and the willingness to adapt to changing business needs and technology trends. By continuously refining and enhancing ITSM practices, Organization can achieve higher levels of efficiency, quality, and customersatisfaction.

Step by step approach to ITSM optimization involves:

  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement

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