The IT Service Management landscape has shifted enormously over the last 12 months. From companies leveraging AI to modernize ITSM/ITOM capabilities to prioritizing employee experience in the workplace, the past year has seen ITSM emerge as an organizational superpower to implement highly cognitive technologies. In this article, we give you a complete rundown of what happened in ITSM in 2021.
Enterprise Service Management (ESM) has time and again proven that many of ITSM’s best practices have applicability beyond IT. The global pandemic and the corporate need for digital workflow enablements have accelerated the growth of companies adopting ESM in 2021. Wider adoption of the technology continues to be imminent as organizations pursue to extend the core IT service desk practices to other lines of business.
“Service outage! Help!” These words (or their variations), have preceded notable losses of millions and billions of dollars in the 21st century. From large corporations to SMBs, no one is immune to the effects of downtime – whether planned or unplanned. However, the earlier an issue is noticed, the faster it is acted upon and resolved, resulting in little or no customer impact.
In the last decade or so AI has gone from a buzzword to table stakes. Data reveals that organizations that have adopted AI into their service management strategy have begun to reap the benefits. It is therefore imperative for businesses to invest in Intelligent Service Management to not just empower their agents but also keep up with rising employee expectations.
To change or not to change? It is a question that every IT leader faces in the wake of lagging technology growth. While IT leaders aren’t blind to the problem, change remains elusive. Instead of risking stability and performance by switching to an unknown alternative, many leaders stick with their known incumbent. But that’s not the case anymore. We see a new generation of IT leaders challenging the status quo and transforming the technology behind world-leading companies.
In our final episode of The Change Makers, we learn that with enough ambition, drive, and backing, IT practitioners can challenge the status quo and create a new era of IT efficiency. “Transformation isn’t a start and a stop process. It’s a continuous evolution, continuous change.” That’s Derek Rose, Group Head of IT and Deputy CIO at V.Group. After joining the maritime services company in 2019, he set about overhauling its entire IT operations.
KPIs and Metrics are Essential Transformation Yardsticks—But So Is Experience. Although many IT leaders launch into projects with set goals, there’s no telling what sort of unexpected consequences will emerge. In episode 4 of The Change Makers podcast, you’ll see how you can plan and predict certain benefits, but several successful business outcomes arrive serendipitously. Take Lucy Hallam, Service Desk Manager at Croydon Health Services NHS Trust.
As a modern enterprise your digital infrastructure – in all likelihood – is a multi-tiered, evolving, and expanding combination of services built on next-gen technologies. This dynamic configuration of servers, networks, applications, routers, etc. provides you with the agility to respond to rapidly changing customer demands. But it also tests the resilience of your digital infrastructure. Each microservice, each integration, each little update can snowball into a major outage.
IT Transformation Is More Than Technology—Its People, Culture, and Policy If you think introducing a shiny new tool or service is transformation. Think again. Our changemakers wrought fundamental change in how people work, communicate and collaborate. In episode 2 of The Change Makers we investigate how changemakers plan their work; set up their vision, objectives, and roadmap. And we learn how IT transformation often begins with something other than technology.
