For years, IT service management (ITSM) has been considered a purely IT function, far from the sight of business leaders. Today, however, businesses increasingly understand they can’t shift into the digital economy without it. In fact, many businesses we work with now consider it a crucial first step in their digital strategy.
This is because enabling enterprise-wide operational excellence, high-quality customer engagements and IT agility — all of which are needed to function as a digital enterprise —requires a holistic approach rather than applying technology in bits and pieces. As customer expectations of technology services change, so should the underlying processes that manage these services. This calls for a complete revamp of the archaic back-office systems that are slow, risk-prone and lack transparency.
With this approach, service management is poised to break out of the IT department and become an all-encompassing feature across the organization. Forward-looking organizations are exploring the full potential of service management platforms to drive quality engagements and elevated experiences across the enterprise.