IT service providers can’t afford to focus just on the technology alone. To stay relevant and useful, the whole IT service management experience needs to be user-outcome focused — more personal, intuitive and easy. A successful Information Technology Service Management (ITSM) organization requires a focus on the quality of the service and on the relationship with customers and users. In today’s world where customers and users are increasingly interacting with digital technologies, it is imperative for future-state ITSM departments to explore the capabilities of social, mobile, and analytics all of which constitute the digital world.
Organizations are increasingly engaging in new ways with functionally ‘silo-ed’ employees for knowledge sharing, communication dissemination and incident reporting. Be it social media solutions (facebook, twitter, instagram) or established collaboration tools (instant messaging, blogs, discussion forums, wikis), the need for a common forum to receive and share information has assumed paramount importance. Social media offers an enabling technology needed for collaboration and communication – both, inbound and outbound – critical in supporting of comprehensive IT Service Management operations.
Traditionally, users have been provided with legacy systems to report, manage and close system issues. In today’s competitive world, the objective is not just how an issue gets resolved but how ‘fast’ can it get resolved. Mobility enables users across industry to review real-time data and act swiftly on it. So, while in case of a Manufacturing industry, it can enhance quality management and facilitate a lean manufacturing environment; in case of a financial services firm, it can assist in prompt reporting of regulatory non-compliance and taking corrective measures.
This is an area of analysis that deals with extracting information from data and using it to predict future trends and behavior patterns. The accuracy and usability of results will depend greatly on the quality of data gathered, method of data analysis, and rationality of assumptions. It often requires a mix of ‘Univariate’ and ‘Multivariate’ analysis to provide a robust predictive analytic approach.
Digital technologies have introduced a whole new bunch of innovative ways in which people can interact with each other, and the environment around them. This innovation will continue as the internet evolves and new analytical techniques are discovered, in ways we can only dream of today. Some of these concepts seem impractical at first, but in time they will become accepted ways of interacting. By embracing these innovative ways of interacting, we can improve IT Service Management tools and processes to fit the needs of all stakeholders. The underlying backbone of this digital change will be the cloud. It is here that Service Integration and Management will play a big role in ensuring a high degree of service delivery and support.