Thank you for your interest. We Will Contact You Soon...
Your email ID is already registered with us.
Why is IT Service Management Still Relevant Today?
ITIL , Service Management - April 29, 2022
The importance of IT Service Management (ITSM) practices has never been as apparent
before. IT Service Management provides the tools and processes necessary to transform from
technical experts to a true service-oriented organisation capable of assisting businesses
in charting a new course in this new normal. IT Service Management is the common framework
for delivering IT services and ensures that IT runs smoothly and aligns with business
By implementing IT Service Management techniques, businesses can develop the well-run IT
departments they require to succeed in this decade and beyond. It also builds departments
that are imbued with a strong service mentality, real business knowledge, and have a
quicker time to react to market changes.
Are tickets, SLAs, and CABs still relevant in an era of DevOps, AI, and IoT? What will IT
Service Management look like in the 2020s? Let’s take a closer look at this blog.
IT Service Management Shortcomings
The old approach to IT service management is teetering on the verge of extinction. IT
Service Management continues to be held back by an obstinate culture that refuses to adapt
in the face of the fourth industrial revolution when practically every enterprise heavily
focuses on digital transformation
Unfortunately, IT Service Management systems are
frequently created just to solve "squeaky wheels," implying that such IT Service
Management systems are entirely operational in nature. Naturally, these implementations
include incident management, change management, service desk, and maybe request
fulfilment—all of which are critical procedures to have. However, it stops there. Services
are not defined, design and strategy activities are not institutionalised, and continuous
improvement is a last-minute consideration. The reason for the halt is that the "squeaky
wheels" in information technology operations have not been addressed.
Certain IT Service Management initiatives fall
short because they are too focused on procedures and not enough on services. In their
haste to embrace IT Service Management, many firms place a premium on process design and
implementation. The concept of a "service"—the value and outcomes provided to a business
is frequently pushed aside, if not entirely ignored.
A third area in which IT Service Management
solutions frequently fall short is business-technology alignment. Aligning IT activities
with business demands makes a lot of sense, but it has a fatal weakness. Aligning business
and IT requires the business to invite IT to participate in the development of the
business strategy. "The company" frequently proceeds in its own manner and integrates IT
only when a technological requirement arises, without regard to present IT capacities.
IT Service Management in the 2020s: The Importance of Digitization
Over 60% of firms are moving or increasing their IT spending to prepare for the digital
future1. Various industries are expanding their reliance on technology with a faster rate
of change and more business criticality.
To keep up with this fast-paced environment and its associated demands, service management
must be nimbler and more accessible. The pandemic's disruption has further heightened the
urgency of this transformation.
According to IDC, 61% of firms noticed a spike in the number of support cases compared to
before the pandemic1. This survey reflects that the number of assistance cases increased
in the post-pandemic. This is partly due to the pandemic's drive for remote work and the
technologies required to meet such demands.
Meanwhile, as tickets began to pile up as a result of the epidemic, there was a
significant push for digital transformation across practically every area of the
workforce. Another IDC report estimates that direct investment in digital transformation
will exceed $6.8 trillion by 20232. According to estimates, it will grow at a 15.5 percent
compound annual growth rate between 2020 and 2023 as businesses use existing strategies
and investments to transform into digital-at-scale firms2.
And by 2022, IDC predicts that over 70% of firms will have increased their usage of
digital technology, altering existing business processes to boost customer engagement,
staff productivity, and organisational resilience.2
Despite the clear link between increased ticket numbers and growing digital growth,
service management is not usually considered a strategic solution. Another survey found
that more than half of IT Service Management and senior leaders agree that better
strategic alignment is important for digital transformation to be a success.
Consider the benefits of a modernised, agile IT Service Management to close this gap.
IT Service Management in the Twenty-First Century: A Modern Agile IT Service
To enable new operating models and ensure long-term
service delivery, we must leverage the technologies of today. As part of the IT Service
Management's digital transformation and progress, four primary areas of contemporary
support should be considered.
1. Machine Learning and Artificial Intelligence (AI) (ML)
AI and machine learning are significant drivers
in modern service management. AI can fuel automation on its own, and AITSM, as defined
by Gartner, incorporates AI into IT service management to assist with tasks, requests,
and actions on the IT service desk. It may help infrastructure and operations workers
enhance their overall effectiveness and efficiency, as well as eliminate mistakes.
When combined with machine learning, AITSM can
offer an intuitive experience that improves over time. By continuously monitoring user
data, incident patterns, and search behaviour, the software may improve understanding
of user intent, forecast future difficulties, deliver appropriate search results, and
even engage with users via intelligent automation, such as AI-powered chatbots.
2. Smart Knowledge Management
While knowledge management
is not a novel concept, smart knowledge management goes beyond traditional wiki
articles to deliver contextually, guided knowledge via a variety of channels, including
collaboration tools like Teams, self-service websites, and apps.
3. Agile Methodologies and Processes
Agile ITSM is gaining such traction that Gartner
predicts by 2023, almost 80% of IT Service Management teams who have not embraced an agile
approach will have their IT Service Management practices ignored or bypassed as a
consequence. Maintaining an agile mindset allows IT Service Management and service desk
teams to quickly respond to digital changes and to change their plans for the future.
4. The Human Factor
While humans are not
synonymous with technology, they are a critical component in making everything work. To
stay current with digital transformation in IT Service Management and at the service
desk, you need employees who are eager to adapt and evolve while also bringing fresh
ideas and candid feedback to the table.
technology into the service desk has been and will continue to be the strategy of
productive teams for years. For instance, by incorporating cloud technology into IT
Service Management, service desks have remained linked across distant work
circumstances and pandemic disruptions.
In a nutshell: Why is IT Service Management Still Relevant Today?
Digitization and technological advancement are only
likely to bolster the effectiveness of existing IT Service Management methods and
procedures. The fundamental tenets that distinguish IT Service Management as distinct and
critical to any organization's success remain the same. The following are five reasons why
IT Service Management is still important and will be for a long time to come:
IT Service Management Done Right: IT Service Management Services Provided by
ISSQUARED’s Fabulix Service Manager enables you to improve service management across your
business. With our pre-built templates, you can get started immediately. Among our core IT
Service Management services are the following:
When an end user
contacts the service desk with an issue, a comprehensive ITAM and configuration system may
immediately display all of the IT assets that person uses, the end user's location and
position within the organisation, recent similar events, and much more. This can save both
the service desk staff and the end user precious time. Additionally, it enables the rapid
and correct referral of concerns to the most qualified support staff and demonstrates how
frequently an issue has occurred previously, what was done about it, and how it was
Without an accurate IT
Service Management system in place, determining the root cause of events affecting an IT
infrastructure might feel like hunting for the needle in a haystack. However, resolving
the same issue with the assistance of an integrated IT Service Management system is easier
and faster. With the use of asset data, connections between what would appear to be
several unconnected issues can be made, and resources can then be focused on the proper
asset rather than going through each one until the underlying cause is identified.
What are the dangers
associated with change? Consider updating a server whose services would be impacted if the
update does not proceed as planned. Without this knowledge, how can you determine the
risks that your business faces as a result of changes? Obtaining that information requires
an understanding of your assets, i.e., your servers, their connections, and the software
they run. This data will be derived via a complete IT asset management system.
When it comes to digital transformation and its
implications for IT Service Management, it is not just a matter of implementing a few
modifications. It's all about total metamorphosis.
When external factors work to influence actions,
change happens. For instance, you may alter the technology to create a new style of
interaction, but this alters strongly held ideas. Through transformation, actions become
natural, and in this way, the intended result is achieved. Here is an illustration: While
replacing your laptop with a new one may speed up the process, you will still work the
same way and use technology in the same way.
To change, you may decide to install new software on
your laptop and abandon firmly held views about how you work and connect with co-workers,
as well as how you handle issues or do research. Consider the impact of the cloud on IT
Service Management. Cloud technology has changed the way we connect. Instead of just
embracing and using the new technology in the same way we did when these systems were
on-premises, we have changed how we connect.
In a nutshell, although change is reversible,
transformation is not. This is true for service desks, digital transformations, and life
Ganesh’s emphasis on quality and delivery has been a consistent theme as he led teams at UBS,
CSC, Microsoft, and IBM. His vast experience includes managing staff of thousands of global
delivery engineers for Fortune 100 companies’ IT operations.
Ganesh holds Bachelor’s and Master’s Degrees in Physics with special emphasis in Electronics
from Delhi University.