The Evolution of ITSM

Strong IT departments are at the core of every innovative company, providing the technological infrastructure and human expertise to deliver quality internal and external services.

But the fast-paced digital world is creating new consumer expectations, technology, and competitionputting increased pressure on IT departments to accelerate service, enhance quality, and drive more business value than ever before. Of course, limited resources and budget constraints add another layer of pressure and difficulty.

To meet these challenges head on, IT leaders and their teams need to embrace the change and find innovative ways to evolve processes and best practices to propel business growth.

A robust and modern IT service management (ITSM) strategy isand will continue to bea strategic imperative. While ITSM isn’t new, with the right focus and technology, you can transform your current framework into an engine that drives continuous improvement and business growth into the future.

Below we highlight ITSM trends and focus areas, as well as offer resources and insights from industry experts on why and how your ITSM best practices and strategy need to evolve.

The Digital Transformation

Our world has been on a digital journey for the last two decades, with IT service management being born out of the need to streamline processes, enhance quality, and keep up with increasing digital demands.

But our digital journey has now entered the digital transformation stage, and IT departments need to move beyond using digital technologies to manage processes, and look for ways to use those technologies to enable innovation.

“Digital transformation will continue to place enormous pressure on businesses to move fast in order to maintain competitive advantage. As a result, IT service management (ITSM) will need to evolve from a reactive to proactive posture in terms of both adopting and supporting new technologies.”

Robert Young
Research Director, IDC

“IT departments within organizations need to become a central core to helping businesses move these digital transformation initiatives forward.”

Steve Buchanan
Author, Microsoft MVP and Regional Solutions Director, CONCURRENCY

The Rise of the Customer Experience

The digital era has significantly changed the customer journey, enabling consumers to be more self-directed in their purchasing decisions, while also increasing their expectations for an easy, fast, and quality user experience.

As a result, IT departments need to focus on creating quality customer experiences in order to help their companies thrive now and into the future. To do this, ITSM practices and technology need to move away from process-based silos and focus on creating value for their customers.


What Does The Future Hold For ITSM?

The Shift to Business Service Management

For many IT departments, service management has regressed to process management, with teams focused on maintaining performance in the face of rapid advances in technology, limited IT resources, and budgetary constraints.

Shifting your IT service management strategy to a business service management strategy, or enterprise service management strategy, will be key for overcoming these challenges to drive customer value and accelerate business growth.

A business service management approach means your strategy will be guided by company objectives and customer needs from the beginning, allowing you to align processes with what is most valued and take steps to apply service management principles across all areas of the company.

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