The 2007 version of the Information Technology Infrastructure Library (ITIL) marked the official starting date of Business Service Management (BSM), at first welcomed as the opportunity to deliver business services to relevant customers.
We know Artificial Intelligence is being increasingly used to feed customer care processes and even basic sales activities, but we might be disappointed to hear that a machine is picking up our ticket when reaching our company’s help desk.
Present and future ITSM roles will not be based on technical and operational capabilities only but would require a deeper understanding of business needs to design and deliver the tools which could add real value to the organisation and its people.
Most companies across different industries face the effects of digital transformation, software is taking centre stage and many IT departments are challenged with the request of more performing, reliable and integrated applications to support key business processes.
It might be difficult to find the ideal ITSM solution among those available on the market. A common approach is to select the one that better fits the most urgent calls, then customise it to integrate all requested features or applications.
The ITSM expertise is too valuable to be relegated to IT services only. In the long run, companies will more and more need to standardize internal tools and procedures, ensuring a seamless support to IT, financial, legal, regulatory, HR and other processes.
This sentence describes the relationship between ITIL processes Event Management and Incident Management. Events are simply changes in the state of Services, CI’s, or anything of significance across IT infrastructure.