Operations | Monitoring | ITSM | DevOps | Cloud

At Sportsbet, an Australian online betting company with more than 1.25 million customers, one thing we’re not willing to take a gamble on is customer security. That means having strict identity and access management protocols in place to protect customer data and get better visibility into whom our employees are and what they have access to.

Work changed in 2020, but not just for the lockdown period—it changed forever. It’s become increasingly clear that we won’t return to the old working model. Workers have become accustomed to the autonomy of a remote environment. The 2021 Employee Experience Imperative found that six in 10 employees prefer some amount of remote work. As vaccine rollouts make office work possible again, employers are realizing hybrid is the future.

In the era of digital workplaces, AI has emerged as a catalyst in enabling simplified, intelligent, and intuitive ITSM and ITOM environments. From increasing workflow automation, reducing IT staff workload to reducing downtime and outages, AI can help accelerate your service delivery and provide meaningful business insight.

Covid fundamentally disrupted the modern workplace in a way that no technological innovation ever has. Yet despite the initial acceleration of digital transformation initiatives, we’re still burdened by the legacy of the “old way”— work about work. According to the Anatomy of Work Index, an average employee switches between 10 tools up to 25 times per day. This level of app switching makes it challenging for team members to prioritize and execute work.

In the new world of remote and hybrid work, creating great employee experiences is more important than ever. That’s why I’m excited that ServiceNow is acquiring Mapwize, an indoor mapping and wayfinding company based in Lille, France. The future of work is hybrid. As more enterprises implement hybrid work regimes, they’ll need indoor mapping and wayfinding capabilities to help guide current and new employees to their workspaces.

Software asset management (SAM) is an important part of your ITSM toolkit. According to an industry-wide report, the SAM market is estimated to expand to USD 3.82 Billion by 2026 at a CAGR of 14%. This number alone underscores its importance to the overall ITSM operations within an organization. Investments in SAM, today will translate to better efficiency and customer satisfaction in the long run.