Wednesday, February 1, 2023

The Need for ITSM to Start the Digital Transformation Journey

By Swapnil Mishra - September 08, 2022 4 Mins Read

Considering the importance of ITSM and its benefits, enterprises must ensure that ITSM tools can fulfil their requirements, as the objective is to enhance the enterprise’s ROI.

IT Service Management (ITSM) can be a crucial differentiator among enterprises as it provides the agility, improves inter-department communication and automation power to manage various business needs and situations. The end-to-end delivery of IT services, or IT offered as a service, is what it essentially entails. It includes processes, systems, support, and delivery.

Although it is frequently mistaken for IT support, ITSM is much more than that. Organizations go beyond separating IT, automation, and business for a successful digital transformation. It affects the enterprise as a whole and also involves governance, stability, and ongoing monitoring.

Also Read: Top 5 Enterprise-Wide Data Management Strategies for DataOps Teams

Why is ITSM important for enterprises

Businesses are always trying to control and optimize their procedures for optimum productivity. Working with remote staff effectively has been difficult in recent years. The maintenance of the greatest levels of efficacies with a remote workforce can be problematic. Additionally, they maintain the highest standards across the entire firm.

Through a disciplined manner, ITSM offers countless opportunities to increase productivity. It unifies service delivery, keeps resources, budget, and ROI in mind, and integrates IT with business goals while always exemplifying the customer experience.

ITSM is essentially a single tool with a variety of uses. It offers a framework and makes it possible for businesses to apply solutions that aid in process automation, resulting in increased productivity.

Also Read: Addressing the E-Waste Crisis – Strategies for Data Asset Lifecycle Management

ITIL techniques, which concentrate on best practices for matching IT services with business demands, are one of the most popular approaches to ITSM. The IT teams are guided by ITIL version 4 toward a comprehensive business and customer-value frame of reference. ITIL 4 is guided by three tenets: cooperation, feedback, and simplicity.

Advantages of an integrated ITSM platform for businesses

Utilizing ITSM’s unified service capabilities has various advantages because it may:

  • Coordinate IT teams with business objectives and monitor them using success measures
  • Promote departmental cooperation
  • Using streamlined project management best practices, integrate the IT and development teams.
  • Encourage IT teams to exchange information and continually get better
  • Make request coordination improvements for quicker and more effective service
  • Encourage self-service and better processes to support a customer-centric culture.
  • React to events quicker and avoid them in the future
  • Recognize the asset lifecycle better
  • Track modifications and change requests efficiently
  • Increase automation with ITSM process

Given the significance of ITSM and its advantages, businesses must make sure that the ITSM tools can meet their needs in order to increase the enterprise’s ROI. As a result, some things to think about are:

Easy to set-up- The ITSM technology must have an intuitive self-service site that is user-friendly and makes it simple to request assistance, do information searches, and monitor issue progress.

Enables collaboration– It must be an integrated platform for developers and cross-functional teams to collaborate for quicker resolution.

Responds to the needs—The tool must be adaptable enough to accommodate process changes, escalation, or resolution.

End-to-end asset management, ensuring intelligent issue allocation for incident management, having AI-based chatbots for L1 responses, being API-friendly, and providing multilingual assistance are additional equally significant considerations to take into account while picking the ITSM solution.

Organizational modernization on the path to digital transformation revolves around ITSM. IT service teams are better equipped to collaborate more effectively to create better value more quickly as the adoption of AI-enabled services gathers pace. Adopting ITSM is crucial for businesses of all sizes since enhanced and speedier service results in increased customer satisfaction and ROI.


Swapnil Mishra

Swapnil Mishra is a Business News Reporter with OnDot Media. She is a journalism graduate with 5+ years of experience in journalism and mass communication. Previously Swapnil has worked with media outlets like NewsX, MSN, and News24.

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