{"id":19744,"date":"2023-03-31T08:24:45","date_gmt":"2023-03-31T07:24:45","guid":{"rendered":"https:\/\/www.topdesk.com\/en\/?p=19744"},"modified":"2025-05-14T14:16:26","modified_gmt":"2025-05-14T13:16:26","slug":"what-is-best-practice-service-management","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/en\/blog\/what-is-best-practice-service-management\/","title":{"rendered":"What is Best Practice IT Service Management?"},"content":{"rendered":"<p>With <a href=\"https:\/\/www.topdesk.com\/en\/blog\/rising-customer-expectations\/\">customer expectations on the rise<\/a>, it\u2019s more important than ever for IT departments like yours to put customers \u2013 and their needs \u2013 first.<\/p>\n<p>But in practice, IT departments typically focus too much on processes. Not to say that processes aren\u2019t important, because they are. But customers should always be part of the equation.<\/p>\n<p><iframe loading=\"lazy\" title=\"TOPdesk | What is Best Practice Service Management?\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/PT7EpiqDIYQ?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe><\/p>\n<h3>Adapt or fall behind: embracing flexibility in IT processes for evolving customer needs<\/h3>\n<p>Think about it: your customers\u2019 needs are constantly changing based on their experiences with <a href=\"https:\/\/www.topdesk.com\/en\/blog\/ex\/what-it-departments-can-learn-from-b2c-organizations\/\">B2C organizations<\/a>, technological improvements and bigger changes in the world.<\/p>\n<p>Does it make sense, then, for your IT department to have rigid processes in place that you cling to with all of your might \u2013 even if these processes don\u2019t actually help you meet your customers\u2019 needs?<\/p>\n<h2>Introducing Best Practice Service Management (BPSM)<\/h2>\n<p>Instead, your IT department should focus on iterative improvement: taking small steps to improve your services based on customer needs, with processes being a part of the puzzle \u2013 not the end game.<\/p>\n<p>In comes Best Practice Service Management (BPSM). BPSM is pretty much exactly what it sounds like: delivering services based on best practices, which will help your IT department become more efficient and more customer-focused \u2013 all at the same time.<\/p>\n<p>It\u2019s based on three principles:<\/p>\n<ol>\n<li><strong>Using services as your starting point<\/strong><\/li>\n<li><strong>Using as few processes as possible<\/strong><\/li>\n<li><strong>Using customer needs as your guiding principle<\/strong><\/li>\n<\/ol>\n<h2>Start with the services you already offer<\/h2>\n<p>Best Practice Service Management is based on the services you already offer your customers. This is the most logical approach: after all, your customers don\u2019t care which internal processes you follow (and whether you\u2019re into ITIL or Knowledge Centered Support). They just want you to help them.<\/p>\n<p>Don\u2019t fall into the trap of only thinking about how to best implement specific processes. Use the services you offer as your starting point instead. If you\u2019re not sure which services your IT department does and doesn\u2019t support, you can\u2019t control your team\u2019s workload. Standardizing your services and recording them in a service catalogue will help your team spend less of their time and energy on handling requests and improve the efficiency of your IT support.<\/p>\n<blockquote><p>BPSM will help your IT department become more efficient and more customer-focused. &#8211; G\u00f6khan Tuna<\/p><\/blockquote>\n<h2>Limit the number of supporting processes<\/h2>\n<p>Once you have a clear overview of all of the services your department offers, the next question is: what do you need to support these services? That\u2019s where processes come in. But only the ones you actually need to deliver your services and meet customer needs.<\/p>\n<p>Because let\u2019s be honest: do you need 103910 different processes to do your job?<\/p>\n<p>ITIL, for example, is a great framework. But because it has so many different processes, sometimes it\u2019s hard to see the wood for the trees. If you stick to ITIL alone, you may have to go through up to four different processes to resolve a simple request, causing unnecessary delays for the customer. (Find out more about why you should use <a href=\"https:\/\/www.topdesk.com\/en\/blog\/itsm\/itil-framework\/\">ITIL as a framework<\/a> and not a set of rules in this blog.)<\/p>\n<p>Best Practice Service Management, on the other hand, only has a few supporting processes:<\/p>\n<ul>\n<li>Reactive management: a process for questions about services your department supports<\/li>\n<li>Relation management: a process for questions about services your department doesn\u2019t support<\/li>\n<li>The change process: a process that allows you to make changes to your standardized services, based on customer needs, for example.<\/li>\n<li>Two follow-up processes: proactive management, through which you can proactively maintain your services, and a process to iteratively improve your services.<\/li>\n<\/ul>\n<h2>BPSM in practice<\/h2>\n<p>Here\u2019s what BPSM looks like in practice:<\/p>\n<p>Your customer has a request.<\/p>\n<p>If this request is about one of your standard services, you simply process it according to current agreements (reactive management).<\/p>\n<p>If the request concerns a service that isn\u2019t available, explain to the customer why you can\u2019t (or can\u2019t yet) provide the service and offer them a different solution (relation management). Or adjust your current service to meet your customers\u2019 needs via the change process.<\/p>\n<p>Once these reactive processes are under control, you have the time to invest in maintaining your services periodically to ensure you can keep offering them (proactive management). And don\u2019t forget to improve your services based on frequent disruptions, new technology, or changed legislation, for example. But remember: it\u2019s all about iterative improvement, not a quick fix.<\/p>\n<h2>Implement BPSM in just 5 steps<\/h2>\n<p>Ready to bid process control goodbye and say hello to customer-focused IT services and iterative improvement? Download our<a href=\"https:\/\/www.topdesk.com\/en\/e-books\/best-practice-service-management\/\" target=\"_blank\" rel=\"noopener\"> Best Practice Service Management e-book<\/a> to get started with BPSM in just 5 simple steps, including:<\/p>\n<ul>\n<li>Why ITIL is not the answer to your current challenges<\/li>\n<li>How to simplify your process using Best Practice Service Management (BPSM)<\/li>\n<li>A step-by-step guide for implementing BPSM<\/li>\n<li>Tips you can put into practice immediately<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>With customer expectations on the rise, it\u2019s more important than ever for IT departments like yours to put customers \u2013 and their needs \u2013 first. But in practice, IT departments typically focus too much on processes. Not to say that processes aren\u2019t important, because they are. But customers should always be part of the equation.<\/p>\n","protected":false},"author":1,"featured_media":23680,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":"","inline_featured_image":false,"editor_notices":[],"footnotes":""},"class_list":["post-19744","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":28173,"blog_hubspot_cta_link":{"title":"Download e-book","url":"https:\/\/www.topdesk.com\/en\/e-books\/best-practice-service-management\/","target":""},"toc_display":"full","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.0 (Yoast SEO v27.0) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>IT Service Management Best Practices: Exploring BPSM<\/title>\n<meta name=\"description\" content=\"Discover the latest trends in IT Service Management Best Practices. 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