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Perspectives

Digitizing Service Management for the Modern IT Organization

2018-05-15


Enterprise service automation enables IT organizations to rapidly transform their services with digitized processes, actionable real-time intelligence, and proactive approaches to service that support innovation and generate value.

IT is rapidly becoming a hybrid, heterogenous environment. These increasingly complex environments have legacy systems, multiple clouds, complicated partner structures and encompass such technologies as the Internet of Things (IoT), artificial intelligence (AI), data analytics and one-off IT process automation. These technologies can fuel rapid business innovation and richer, more meaningful user experiences. Yet service management in complex IT environments tends to be highly inefficient, hindering the IT organization’s ability to deliver business value quickly. 

Enterprise service automation is emerging as an effective way for IT organizations to gain the speed and flexibility required to better align with the business and deliver and enhance great user experiences. Enterprise service automation solutions provide a foundation for digital transformation by consolidating legacy systems and tools into a cloud-based single system of action. A self-provisioning platform with real-time actionable intelligence quickly identifies and forecasts trends and enables smart delivery of IT and business services across the organization. 

The Key Benefits of Enterprise Service Automation

Enterprise service automation is rapidly becoming a prerequisite for a well-functioning, modernized IT organization because of the benefits and capabilities it delivers. These include:

  • Delivering, modernized, personalized and contextualized IT and business services. Enterprise service automation systems help businesses offer contextualized and personalized IT and business services by profiling a 360-degree view of the user. This comprehensive picture of its users equips the business to design and deliver an individualized experience suited to the stakeholder’s real-time context.

  • Enabling automated workflow. By following an automation workflow, organizations can better integrate and orchestrate repetitive manual tasks and processes by structuring and automating multiple steps. This clear visualization of the sequence of activities involved improves coordination and communication between disparate teams and tools and elevates the overall quality of service delivery. 

  • Elevating user experience. Enterprise service automation provides users with a single window into operational complexities by connecting multiple departments, workflows and systems. It automatically assigns issue tickets to the appropriate resolution departments, tracks progress, identifies trends and takes proactive measures, such as auto-remediation and predictive maintenance, to address problems long before they can affect the user experience. 

  • Unleashing analytics-driven performance optimization. Organizations always need to measure their service delivery performance across departments, systems and processes. Enterprise service automation systems provide an efficient way of measuring performance by collecting and analyzing data and providing results in the form of key performance indicators (KPIs), scorecards, dashboards and widgets. These capabilities offer real-time visibility to optimize performance by pinpointing areas of improvement and enabling faster decision-making. 

Looking Forward

Enterprise service automation platforms continue to gain sophistication with machine learning capabilities, software bots and analytics. This intelligence and automation will be vital to efficient service delivery throughout a heterogenous IT landscape. Every IT organization must consider how adopting this modern approach to enterprise service management can better equip it to deliver the agility, scalability and seamless service delivery users now expect in the digital business era. 

To learn more, please visit the Digital Systems & Technology section of our website, or contact us.

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