To date, ITSM has been viewed as just one component of the IT infrastructure library (ITIL) processes. However, with the ongoing shift from fragmented of IT operations services to a more end-to-end, service-driven approach, the concept of ITSM has been positioned to play an increasingly critical role in overeall business operations. In order to successfully navigate this shift toward service, IT professionals must rethink what this practice is really about and how it will serve their organizations moving forward.
The Origin of ITSM
When it was originally developed, ITSM was intended to bring a more unified approach to how technology services were integrated throughout the organization. Rather than managing individual components, ITSM focused on developing a collection of best practice processes (ITIL) and using these best practices to deliver end-to-end services. Organizations would conduct ITSM audits which measured things like ROI, budget adherence, the effectiveness of communication and the ability to effectively detect and evaluate risk. The purpose was to identify areas that needed improvement so that IT services could be better honed to benefit the organization as a whole.
The Missing Piece…
While in theory ITSM is still a solid practice, in order for it to be truly effective it must evolve along with the changes of IT on a more holistic basis. What’s missing from the initial concept of ITSM is the end-user – the customer, so to speak. Internal processes may have been significantly improved, but if these improvements don’t trickle to the customer, it’s not a real victory.
Changing the Perception of ITSM
In order to get the most out of ITSM, there must be a shift in viewpoint from strictly internal to also include external value. The easiest way to do this is to simply drop the “IT” from ITSM and replace it with automation. This essentially expands the benefit from the internal operations of the enterprise to also improve the customer experience through the delivery of higher quality service and faster outcomes at a much more attractive price. Internal processes are streamlined and made more efficient, while external service also improves. In other words, it’s a win-win.
If businesses are going to be successful in the future, they must leverage new and changing technology to truly deliver the unique and unparalleled experiences that their customers are seeking. Adjusting the concept of ITSM to incorporate automation into the mix will accomplish this goal, providing the competitive advantage needed to thrive in the coming years.