Companies that use technology—and we assume yours is one of them—need Information Technology Service Management (ITSM). ITSM is the strategic process of designing, delivering, managing, and improving the way an organisation uses IT, and it spans hardware such as PCs and devices, as well as software and related services, like applications and security.
ITSM is essential to ensure an organisation’s smooth operations, which means you must establish it in your workplace—and keep enhancing it. You should also note that ITSM itself evolves, and that means you need to stay on top of any changes so you can keep making the most out of your ITSM. In doing so, you will also be able to come up with the right strategies to further improve your ITSM and, just as important, keep it relevant irrespective of pervading ITSM trends.
One such trend to take note of is how ITSM is being configured to ensure the best employee experience possible. The wisdom behind this is that happy employees tend to be more engaged and, thus, more likely to do well. This is a compelling enough reason for you to provide a modern service desk for your staff—one that resolves requests with meaningful services, offers self-service options, and leverages no-wait automation. It is also critical that you integrate service delivery models into communication tools such as Slack and Microsoft Teams, especially if your organisation offers remote work. Then, to gauge the effectiveness of your ITSM, you will have to establish experience metrics that focus on outcomes.
Click HERE to read more about the trends currently shaping ITSM.
Exceptional employee experience every time, all the time, must also be extended to everyone in the organisation regardless of department. This can be done by transforming ITSM into ESM—or Enterprise Service Management, which is a natural evolution of traditional ITSM. An easy way to get this transformation rolling is to formalise all requestable services and workflows (meaning, both IT and non-IT). These can then be “re-platformed” on a single service management solution. In this way, important services will be accessible to all, while everyone benefits from workflow automation.
Automation is another critical component of modern ITSM—or ESM for that matter. It is the foundation for all digital workflows, and it can be built upon three vital technologies: Artificial Intelligence (AI), Robotic Process Automation (RPA), and low-code/no-code platforms. You will need to invest in these three, as automation will never stop since it is how you can continue delivering these digital workflows.
Modern ITSM/ESM is also blurring the distinction between DevOps and ITSM and is instead integrating them into a sort of super-unit. Under this model, DevOps is still in charge of providing faster, continuous software deployment, while ITSM is tasked with making sure that said deployments are stable and risk-free. But now, organisations are seeking greater integration between the two through change management, effectively ensuring fast, responsive product development and deployment.
All things considered, having a modern, adaptable ITSM can be a daunting challenge. It can also be very costly. But there is a workaround now available for organisations in any industry: Move service management to Software as a Service (SaaS) platforms. This is an option that makes sense financially and logistically, as the flexibility of SaaS makes it easier for an organisation to meet its ever-changing needs—but at a fraction of the cost.
The SaaS that makes sense in this case then is Service Management Automation X (SMAX) by Micro Focus. It is our SaaS Service Desk, ITSM, and ESM software anchored on embedded machine learning and analytics, and it delivers a smarter approach to IT Service Management (ITSM), IT Asset Management (ITAM), and Enterprise Service Management (ESM). It also simplifies service management, ensures exceptional employee experience, automates workflows, and integrates DevOps with ITSM.
The best part is that SMAX reduces costs considerably, in effect giving you a best-in-class ITSM at reasonable rates. SMAX, in other words, is the SaaS-y way to upgrade your ITSM—but without costing an arm and a leg.
To find out more about SMAX by Micro Focus, CLICK HERE.