What is IT Service Management, and why is it at a crossroads?
IT Service Management (ITSM) is about combining the right technology with IT best practices to help deliver services to your customers. In today’s world of fast-moving changes, IT organizations need to be adaptable and leverage modern technologies and processes to be competitive. However, most IT organizations and vendor solutions have not kept pace and are now at a crossroads; they haven’t changed much in 20+ years. The result is frustrated users on both sides of the service desk; ITSM is underservicing its customers and becoming almost irrelevant to the business. Research shows that the service desk is the last resort for users, information is siloed or lost and processes are broken. Because of this neglect, the business has taken on enormous risk and is demanding IT organizations rethink and reinvest in more evolved and modern ITSM.
What will it take to move IT Service Management into the 21st century?
With today’s ITSM solutions, the constructs to deliver services based on modern user and customer expectations—with agility—are just not where they need to be. We need to stop the broken processes and start providing service management that works the way people do—with an approach that embraces teams, not tickets. It needs to be based on automation, machine-learning and analytic insights to drive better productivity and informed decision-making across all IT processes, from incident management to release management. It needs to empower and energize your modern workplace.