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.
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.
The short answer? Right about now would be a good time to flip the switch if you’re still using a rigid and outdated legacy ITSM tool! Legacy ITSM tools are not built for the intermittent changes the world throws at us. The lack of performance and efficiency in legacy ITSM tools restricts organizations from keeping up with technology changes and growing the business.
Is my service desk investment paying off? Is my service desk delivering true business value? Are we incurring costs that are not under control? Are we able to leverage the service desk beyond IT use cases? If your current ITSM solution makes you question its true value and reliability, are you even using the right ITSM tool? We don’t think so! Let’s get one thing straight. We don’t advocate a one-size-fits-all approach.
The service desk acts as the primary support mechanism in organizations, managing customer contacts for assistance and access to services. Their primary purpose includes the following: The service desk can manage their daily challenges in many ways. Still, the design and architecture of delivering services and a set of robust communication channels, powered by sufficient automation, collectively help the service desk excel and provide an excellent customer/consumer experience.
