Future-Proof Your ITSM with Agile Service Management at Pink18
Posted by on January 23, 2018
Matt Klassen is the vice president of product marketing at Cherwell. He is passionate about enabling enterprises to accelerate their digital journey through better software and better service. Matt has 25 years experience in developing, architecting, selling, and marketing enterprise software solutions for IT and product teams.
“Speed, agility and responsiveness are the keys to future success.” ― Anita Roddick, British businesswoman and founder of The Body Shop
IT service management (ITSM) is at a crossroads. Regardless of how extensively it has been adopted by any individual service desk, ITIL has been the guiding light for more than 20 years providing a common language, best practice guidance, and a couple million certifications. While ITIL is still useful, its relevance has been declining in the pursuit of moving faster and responding to current ways of delivering services including the rise of DevOps. Reflecting this, VeriSM has been created and an ITIL refresh is underway to help service management teams survive and thrive in the future.
Above, Google Trends for ITIL, IT Service Management, and DevOps.
While no one can predict the future with certainty, it's clear that speed, agility, and responsiveness will be essential for future success. What does this mean for service management and support organizations?
- The Service Management platform must have the right balance of customizability and simplicity. Twelve months and a horde of professional services to implement and deploy a couple processes and a skeleton CMDB doesn’t cut it anymore. Being responsive to the business further requires that enhancements and additions can be quickly implemented—ideally by the service desk team itself.
- The ability to easily customize and configure is essential. Codeless or low-code platforms are now common in striving to provide customizability quickly and simply; however, there is a wide degree of what this entails and covers. Portals, dashboards, reports, forms, processes, business objects, and even automations should all be configurable and even creatable without coding by the service desk administrators themselves. Low-code reflects that a preferred means of integrating with different systems is via RESTful APIs.
- Service management should readily extend beyond IT. What is even better and faster than low-code approaches to new capabilities and integrations, is having them prebuilt and easily accessible! Enterprise Service Management, extending a common platform beyond IT to HR, Facilities, Security, Project Tracking, and Portfolio Management, enables the service desk to be more responsive and provide more value to their business or organization.
“How did it get so late so soon?” ― Dr. Seuss
Having a flexible platform with easily customizable self-service portals, processes, and automations enables responsive and superior service delivery today and to be future proof for tomorrow. Looking to the future, a self-service culture and an agile and extensible platform are foundational elements for whatever artificial intelligence (AI) brings to ITSM.
And looking to the not so distant future, Cherwell Software will be exhibiting and presenting at Pink18, February 18-21 in Orlando, Florida. I will personally be speaking Monday at 11:45 on ITSM 2020 – How Artificial Intelligence Will Transform ITSM Forever. If you are attending Pink18, please visit the Cherwell booth to learn and see how your service desk can become faster, more agile, and responsive.
Next up: Prepare your service management team for the future with quizzes, webinars, and other resources.
Ebook 5 min
The Definitive Guide to Service Desk KPIs and Metrics
In this comprehensive guide, you'll learn how to develop a portfolio of ITSM KPIs and Metrics that support not only your own IT team's goals, but also the business outcomes your service desk is expected to deliver.
Ebook 7 min
7 Deadly Sins of ITIL Implementation
Wondering whether ITIL® is still relevant in today's fast-paced digital environment? ITIL holds many timeless truths, but it can be misapplied when taken too literally. Uncover the seven mistakes commonly made with ITIL implementations, and gain guidance on how you can go faster—while still upholding ITIL's key principles.
Analyst Research 10 min
NEW! Gartner 2019 Magic Quadrant for ITSM Tools
Considering a new ITSM solution? Start with a complimentary copy of Gartner’s 2019 Magic Quadrant for IT Service Management Tools. The Magic Quadrant provides an evaluation of ten ITSM vendors—along with their viability, strengths, and cautions—and recommendations for defining your requirements
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