IT Service Management (ITSM) focuses on the method in which IT teams manage end-to-end delivery of IT services both internally and to end clients. This practice encompasses all processes and activities required to audit, design, prototype, deliver, and support an array of IT services.
Essentially, ITSM is a comprehensive, business-critical service.
From a practical perspective, consider being a business user requesting new hardware such as a PC, laptop, or mobile device. One must submit a request through an IT support portal and complete a helpdesk ticket, thus initiating a service workflow and SLA on the IT side. This ticket lands in the helpdesk queue and falls into workload according to priority. This typical and relatable example makes it easy to confuse ITSM with traditional IT support.
On the contrary, ITSM is a comprehensive practice involved in all aspects of workplace technology, including hardware support, server maintenance, business-critical software applications, and beyond.
But what is all too familiar in modern business, ITSM functions need to be aligned with the speed of modern business. Companies across the globe are struggling with poor UI/UX, lack of agility, limited automation, and managing the cost of ownership of critical technologies. The lack of IT system uniformity across business units has also created a siloed IT ecosystem across business units, creating risks such as:
High Costs
On-premises systems require complex customizations, integrations, and maintenance overhead that contribute to costs.
Overly-Complex Networks
Central visibility, tracking, and reporting become problematic with a non-centralized IT function.
Lack of Agility
Business initiatives and strategic goals need to be in sync across the organization regarding legacy systems. So even if the need for digital transformation is evident, organizations are understandably reluctant to make this move. This legacy experience of time-consuming and costly implementations leaves the C-suite skeptical about similar future investments. However, migrations to modernized ITSM platforms are different due to the following reasons:
- Tools are defined, in place, and supported
- Modern ITSM makes implementation seamless
- Cloud-based structures save time and money
Benefits of IT Modernization:
If enterprises have silos of products and technologies, it’s nearly impossible to reap benefits from IT modernization at a significant level.
With a well-planned migration to an integrated cloud platform, the benefits increase significantly:
Streamlined Service Delivery:
Reduce costs and complexity, enabling consistent service management processes throughout your entire IT organization. True transformation is possible when consolidating multiple service desks into a single, integrated service management platform.
Accelerate Your Services:
Deliver services with speed, consistency, and accuracy using automated service management processes configured consistently with support process flows, approvals, and notifications.
Achieve Consumer-Level Experiences:
Provide a superior and intuitive user experience, entirely integrated with your back-end service delivery.
