Since the first desktop computers entered business offices in the late 1960s, the role of IT professionals began to grow. To provide compelling IT services to internal users, many companies developed their own IT Service Management (ITSM) platforms to manage, simplify and automate all IT-related processes and workflows.
That’s probably the origin of ITSM as we know it today, and it evolved over the years to continually support the IT staff to resolve issues and problems quickly and provide enhanced user satisfaction at a reduced cost. However, two major changes happened in business environments in the last decade. First, the rise of mobile technologies required ITSM solutions to quickly learn how to integrate smartphones and tablet PCs in the existing infrastructure, even considering the increasing adoption of BYOD (bring-your-own-device) policies in various industries.
Second, several other corporate areas started to adopt similar technologies to ensure similar services to their users, so ITSM functions broadened to include HR, administration and finance, assets and buildings management, and more. No longer limited to IT, ITSM tends to evolve into a best practice to be replicated as Corporate Service Management.
However, what do customers look for, when dealing with ITSM? A recent survey by TechTarget revealed that about 28% of tech buyers in medium and large organisations seek service and help desk as the most significant features, while 26% of respondents mention IT self-service features, service-level management and configuration management, respectively. Other top functions are capacity management (24%), change and release management (22%), and asset management (21%).
According to the same research, Artificial Intelligence or machine learning-based algorithms are not a priority yet: only 9% of tech buyers cited them spontaneously. However, a large majority is well aware that the use of AI and data analytics could contribute to improving some issues that still require manual intervention, thus reducing IT operations costs and further improving user satisfaction.
Integration with existing and third-party software is a common question, as well as user interface (UI) and user experience (UX) features. These are particularly important for Millennials and Gen Z workforce, as the younger staff does not tolerate to use old-looking service management systems to run their everyday tasks. Employee retention and engagement have become important elements when comparing different ITMS solutions, as avoiding frustration and dissatisfaction are among IT managers’ goals.
Last, companies value reliable post-implementation support services and the flexibility to extend the ITSM platform with additional capabilities over time. Price doesn’t appear among top software selection criteria – although IT managers appreciate convenient, yet performing solutions.
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