Before the coronavirus pandemic rocked the world, some companies still had not taken the leap toward digital transformation. Since then, however, many organizations have refocused on their technology needs, reallocating resources to make transformation happen. In addition, those organizations that continue to evolve overhaul the way they work.
As the pandemic grinds on, many employees and managers continue to work remotely. Still, the need for a cohesive team is imperative, including an IT system that will serve internal users, IT service providers, and external customers. For many, that means installing an ITSM system for the first time and using Agile methodology.
What is ITSM?
ITSM is a set of disciplines and processes companies use to manage their core IT services, various tasks, and infrastructure. Without a solid IT infrastructure, most organizations would have to shut down since their employees would not be able to work. Using a documented, structured approach to IT operations can prevent that from occurring.
ITSM is the structured approach businesses need to design, plan, manage and operate their IT systems. It covers:
- Hardware, such as telephones, printers, and servers
- Software for email and VolP business phones
- Hardware, such as laptops, PCs, and mobile devices
- An IT helpdesk and IT project management
- Software systems, such as ERP solutions or office suites
What is Agile?
Agile is a mechanism to respond to change quickly and seamlessly. It is an iterative approach to project management and software development that allows you to deliver projects faster and with fewer glitches. What you do not want to do is "wing it" when it comes to project management. Instead, adopt a standard project management method to manage multiple projects, meet your deadlines, and adapt to changes.
Agile, specifically, is based on an incremental, iterative approach. It allows for changes over time and encourages end users to give constant feedback. Each iteration produces a working product. The driving force behind Agile is to find a better way to develop a project and help others do the same in the most efficient, time-effective manner possible.
Time to upgrade
More than 60% of organizations are working to improve their technology to fit the digital future; a sign of this is the mass expansion globally of digital transformation, starting in earnest in the late first quarter of 2020. These digital transformation efforts mean service management and helpdesk capabilities must become more agile for those developing the infrastructure behind the helpdesk and accessible to those using the services provided by the helpdesk.
ITSM is adapting to the new age. Since before the pandemic, 61% of organizations saw an increased volume of support cases. Since that COVID-19 lockdown, support cases are trending even higher. This is partially because more employees are working remotely, requiring new tools to meet goals. In addition, nearly every industry is making a push for digital transformation, expected to reach $6.8 trillion in 2023. That is a 15.5% compound annual growth rate in three years as companies continue the transformation.
Digital technologies, accelerated in 70% of organizations, are helping to transform business processes driving employee productivity, customer engagement, and business resilience.
Most business leaders understand the need for greater strategic alignment because it makes digital transformation more successful.
Benefits of a modern, agile ITSM
Every business needs modern support technologies to create sustainable service delivery. Artificial intelligence (AI) and machine learning (ML) are today's significant drivers in service management. AI helps with requests, tasks, and actions at the IT service desk. It can also improve the overall efficiency and effectiveness of your infrastructure and operations staff and help reduce errors.
Add in ML and create an intuitive experience that improves over time. Amazingly, it can predict future issues by better understanding user intent, providing relevant search results, and interacting with AI-powered robots and other intelligent automation.
The notion of partnering with agile concepts is growing in popularity. Teams can stay on track by using agile principles throughout their organization. Agile principals will also help keep ITSM and service desk teams on track by adapting more quickly to digital transformations.
To improve delivery efficacy, drive innovation, foster transparency and reduce friction for IT, invest in service management. Keep in mind that this investment can today be continuously improved cost-effectively to meet the changing needs of the market. It is a strategic shift. The original ITSM systems were not all that IT professionals wanted from them. But adoption of the new service management technologies can help. New ITSM systems rethink how IT engages with users across the lifecycle of the technology. Do not simply aim to optimize what you have, but to be a technology innovator by investing in solution innovation.
Benefits of service management transformation
There are substantial benefits when you shift and transform your service management platform. Old systems can impede your company's success. Today's ITSM provides you with the agility and responsiveness needed in today's market.
In addition, it gives your IT department some foundational benefits:
- Service management transformation involves scrutinizing your entire suite of IT operational processes. It requires consolidating governance, process activity, and system interactions. Your processes become standardized, consistently executed, measured, and monitored for performance by consolidating.
- Proactively manages the voice of the customer, safeguards the value proposition of services, and increases transparency.
- Accesses real-time data to make better decisions.
- Provides insights into service improvement options and innovations.
- Reduces operating costs by some 30% by establishing platforms for workflow automation and establishing standard processes.
ITSM requires investment. Recognize its potential benefits and accept that it requires some organizational transformation that focuses on a tactical program of incremental fixes to specific problems and a holistic approach.
The emphasis moves from operational efficiency and technical skills to customer satisfaction and better relationship skills. You get data-driven decision-making to identify, prioritize and implement the services your company needs to make your IT your business partner.
Digital transformation is not just another project involving software tools. Instead, it gives you customer-centric processes that drive efficiency and speed with a skilled, trained workforce to ensure you meet your business objectives.