These days everyone is buzzing about digital transformation in business, incorporating mobile, web, SaaS and the cloud to create a more connected and efficient working environment. This change is being driven by customers – both internal and external – that demand access to what they want or need at the click of a button. To remain competitive, organizations must achieve operational excellence and digital transformation is facilitating this. Adding automation into the mix can bring the entire process to the next level.
With all the changes happening in today’s workplace, it’s easy to overlook or sometimes even disregard the foundations of IT service management (ITSM) altogether. But getting away from these principles can be detrimental to whether or not your company is capable of navigating the choppy waters of change and coming out better, stronger and more agile on the other side. Recognizing and embracing the need for innovation and what ultimately supports successful digital transformation is critical. This is where ITSM can really make a significant impact.
Before a company can even hope to become more digital (and therefore more agile), IT must put in place a solid, reliable and well-performing system. A specific, defined and documented service catalog must be developed, service levels must be determined and communicated, and an incident response and resolution strategy must be established. This overall ITSM strategy can then be applied to operations to improve performance and shift from being reactive to proactive, particularly in terms of innovation.
By incorporating ITSM automation into the very foundation of your overall strategy, you can define and provide better SLAs, deliver greater service fulfillment and set up automated incident response and resolution to identify and resolve problems and application issues in mere seconds. As you consistently apply an ITSM automation strategy to application and services, productivity and efficiency will naturally improve. This will provide new opportunities to deliver better value and thereby make your organization more competitive.
Along with improving operations and achieving greater innovation for enhanced product and/or service delivery, ITSM automation can also help keep the organization safer on the cyber security front. Incident response is dramatically shortened because any and all incoming threats are immediately identified, evaluated and prioritized. Those incidents that can be handled without human intervention can be resolved automatically while those deemed critical can be escalated to receive prompt attention from the appropriate party.
Where ITSM automation really differentiates itself from traditional methodology – and therefore better facilitates digital transformation – is in its ultimate focus, which is on the entire process rather than each individual incident. Improved and more detailed documentation can help IT leaders identifies areas of weakness before they have the chance to become exploited. Existing and past policies and procedures can be continually improved to define and create more solid and effective best practices.
The bottom line is this: the closer we come to achieving operational excellence, IT agility and enhanced service management, the better we are able to achieve and maintain optimum customer satisfaction levels – both internally and externally. Adopting ITSM automation can facilitate smooth and successful digital transformation that ultimately elevates the level of competitiveness and solidifies the organization’s position as an industry leader.