Digital transformation is deeply changing the IT Service Management (ITSM) game: new technologies such as machine learning and artificial intelligence, augmented and virtual reality, advanced robotics and the Internet of Things are adding complexity to IT infrastructures and increasing user expectations.
The definition itself of IT services has evolved over time, and we are now brought to move it beyond traditional IT and extend it to any other service provided by different company department and offices, as they all contribute to business productivity and competitiveness.
Let’s take a couple of examples. With Business Intelligence and Predictive Analytics tools, it is now possible to monitor processes and single items in real time, thus preventing failures before they turn into downtimes. This is true for IT systems, as well as for production assets and industrial equipment. Robotic Process Automation software can be implemented to automatize repetitive tasks in Service Desk operations or network monitoring, also supporting back office processes (administration and finance, supply chain management, HR or CRM).
As IT services are more and more requested to widen their scope, traditional ITSM methodologies are likely to change in the near future, capitalizing ITIL principles to consider more dimensions and variables. SIAM (Service Integration and Management) is one of the emerging ITSM models, offering the possibility to effectively manage services provided by different internal or external suppliers. This approach particularly fits the needs of organizations that outsource service management to multiple vendors. SIAM enables the implementation of a functional layer between external partners and the IT staff, leveraging ITIL to allow a more reliable multi-sourcing integration.
Analysts also look at IT4IT (IT for IT) as promising architectural and operating model to manage all IT services. It supports real use cases based on Cloud-sourcing, Agile, DevOps, also complementing ITIL and COBIT. Its founding principle is the idea of IT as strategic element for innovation, and it allows to build a sort of IT value chain to maximize results in any of its steps.
As we move forward in digitally-driven organizations, ITSM is more and more important to achieve significant business results, and its key methodologies and systems are more and more challenged to keep the pace with the upcoming transformation.
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