Top 5 Reasons Why IT Service Management is Key to Your Digitisation Journey

One of the most important, but also among the most neglected business processes has been IT Service and Asset Management. Enterprise outlook towards it, until recent years, has been of a supporting component of the overall business process chain. However, with customer and employee experience gaining centerstage and with the focus on user-friendliness in today’s experience-led business environment, IT Service Management (ITSM) is gaining greater emphasis in digital strategies.

This shift in outlook can also be attributed to enterprise growth and the resultant complexities for IT teams, particularly more in a distributed, hybrid work environment. It often becomes difficult for IT service and support teams to monitor, manage and respond to each instance, further added by the challenges of ad-hoc tasks in a growing business.

In a world defined by hyper-connectivity, wherein both end customers and employees are digitally connected to businesses like never before, conventional frameworks of ITSM prove obsolete and inefficient. Traditional service and support delivery via emails lacks defined structure and involves longer timelines – from request logging to resolution. This renders it inefficient, while also leaving adverse impact on productivity and user experiences.

In a typical scenario, even with a layer of some dedicated tools in place, enterprises initiate their ITSM journey with process documentation and implementation of simple tools for managing delivery of IT assets, software and services.

Need for structured ITSM process
The stepping-stone to establish a defined ITSM process includes adoption of industry best practices. In this case, Information Technology Infrastructure Library, widely known as ITIL, a recognised framework that helps organisations identify and implement the most powerful and best-suited ITSM tool to handle their IT service management tasks. While ITIL holds greater importance for organisations without or little ITSM capabilities, it is also essential for enterprises with slightly matured mechanisms to re-evaluate their ITSM processes and realign them with the latest practices for the most efficient operations, enhanced experiences and ensuring holistic digitisation.

ITSM vs ITIL
To understand the difference between the two, it should be noted that ITIL and ITSM are complementary in nature. While ITSM is the application of policies, best practices and processes for managing IT services rendered to employees and customers, ITIL is essentially the framework that lays down these practices and guidelines to help enterprises navigate through ITSM tools and implement them in their digital infrastructure.

Let’s understand what enterprises gain with a robust ITSM practice and how it forms a critical component of their larger digitisation initiatives.

1. Improved consistency in service delivery: The primary and one of the most important benefits is more efficient and consistent IT service delivery to users – a core outcome that enterprises desire from ITSM. This further ensures consistent and enhanced experiences for users, both employees and end consumers.
2. Stronger support to business operations and increased efficiencies: It equips enterprise IT teams to deliver services with greater efficiency, ease and without significant manual intervention in a range of situations by leveraging automation. Thus, making ITSM a supporting element to business operations, and not a burden. A more effective ITSM mechanism means more effective teams. In many instances, employees’ work comes to a standstill due to unresolved tickets. With automation and streamlined processes delivering faster resolution and service delivery, enterprises can be assured of greater productivity across teams.
3. Business continuity and resiliency: Enterprises have, unarguably, learned in the recent years that true business continuity and resiliency is achieved when all business functions operate seamlessly and independently, yet cohesively, with minimal and no manual intervention. A well-established and robust ITSM practice, therefore, helps businesses achieve greater resiliency in their IT service environment.
4. Record management capabilities: Siloed, unorganised approaches to manage ITSM have time and again posed challenges to IT service teams when it comes to maintaining records of service delivery. With their structured approach and dedicated capabilities, ITSM tools address this pain point, allowing teams to not just maintain records and evidence, but also refer to past incidents at given point of time.
5. Greater cost effectiveness: Return on Investment (RoI) and cost-effectiveness remain common and consistent in any digitisation initiative, regardless of the nature and scale. When streamlined and automated processes are factored in, ITSM help businesses better align, right size and optimise their resource pool, leading to significant cost savings. This is further complemented by availability of ITSM solutions without upfront infrastructure investment or overwhelming enterprises’ IT infrastructure – made possible with OpEx based as-a-service provisioning and consumption.

Kickstart your ITSM journey with S-Cube
Overriding cluttered ITSM solutions, S-Cube provides a more efficient, simple, streamlined, reliable and end-to-end ITSM tool for organisations of any scale or nature. Powered by eStomi Technologies and backed by Yotta’s trusted cloud platform, Yotta Enterprise Cloud, S-Cube delivers complete capabilities to enterprises to customise the tool as per their business needs. It features a fully functional ITSM Baseline based on ITIL 4 that ensures greater alignment with new ways of working. A cloud-based, full-stack platform for IT and helpdesk support and service, S-Cube helps enterprise IT teams manage end-to-end customer support services, including all the processes and activities to design, create, deliver, and support IT and helpdesk services.

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