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Smart CIOs know AIOps is the key to maximizing efficiency

In today’s volatile marketplace, businesses in every industry are focusing on cutting costs. Unfortunately, some folks still view IT as an expense and an area in which the metaphorical belt can be tightened. What they don’t realize, and what an increasing number of CIO’s are embracing, is that implementing AIOps can actually result in reduced expenditure overall.

CIO’s that are concentrating on IT as a force of operational automation, integration and control are losing ground to executives who see technology as a business amplifier and a source of innovation. Ongoing advances in technology are now providing forward-thinking CIO’s with a much broader spectrum with which to work in terms of cutting costs across the entire organizational platform.

It has nothing to do with cutting IT capability, but rather finding ways to make IT operations more efficient. This is primarily achieved through intelligent automation, which significantly reduces the time and resources needed to run both routine tasks as well as complex workflows. When these tasks and workflows are automated, IT personnel are freed up to focus on other, more critical matters, thereby improving the overall performance of the department and subsequently the company as a whole.

Another way that CIO’s are leveraging AIOps for the benefit of their organizations is through improvement of incident management and mean time to resolution (MTTR). Critical system errors are costly and can have a significant impact on an organization’s bottom line. AI-powered intelligent automation is allowing businesses to manage incidents and downtime scenarios more efficiently and in a much timelier manner, which means less risk of negative impact, both on the business and on the end user.

AIOps isn’t just becoming a tool for cutting costs, either. It’s also significantly improving business performance, which plays a key role in increasing revenue. According to a recent survey conducted by Gartner, the main focus of CIO’s in the current climate is growth. They want to attract new customers and effectively retain their current ones. Intelligent automation helps to improve service levels, thereby improving the customer experience.

In a time when budgets are at the forefront of every manager’s mind, from the top down to those on the front line, finding areas to improve service and lower expenditure has become a necessity. The concept of AIOps has opened up a number of opportunities for streamlining operations and improving efficiency, which ultimately achieves the goal of reducing costs and boosting enterprise growth. By applying technology as an amplifier to business operations, rather than as simply an individual component, organizations that are embracing artificial intelligence and automation are already reaping the benefits and are poised for ongoing success as we move toward the future.

Ready to join these forward-thinking business leaders? Download your free trial of Ayehu and start building your AIOps strategy today.
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Making the Case for Artificial Intelligence in Your Organization

Recent statistics published in Forbes revealed that while 82% of IT and business decision makers agree that company-wide strategies to invest in AI-driven technologies would offer significant competitive advantages, only 29% said their companies have those strategies in place.

Why such a big divide? In many situations, it’s a simple lack of buy-in. In fact, Forbes Insights research also revealed that while 45% of IT stakeholders express “extreme urgency” regarding the application of AI within their organizations, only 29% see that same sense of urgency among their C-suite. Among the board of directors, that percentage drops down to just 10%.

Leaders who want to reap these benefits and advance AI within their organizations must overcome these odds by making a strong, solid business case around how artificial intelligence will deliver in terms of business benefits, such as operational efficiency, competitive advantage and revenue growth. Here are a few recommendations on how to accomplish this goal.

Illustrate success through real-life case studies.

There’s nothing more powerfully persuasive than a real-life story. C-suite executives and board members don’t want to hear about hypotheticals. They want to see numbers – quantifiable proof of ROI – before they’ll be willing to sign on the dotted line and invest in AI. After all, it’s pretty hard to argue against benefits like lowered costs, improved service levels and other key business advantages.

Demonstrate AI’s decision-making support.

One of the hardest parts of an executive’s job is making critical business decisions. If you can show them how artificial intelligence can address and resolve this major pain point, you’ll make believers out of even the biggest skeptics. Simply put, AI provides the ability to digest, process and analyze data to unlock invaluable insight and boosting confidence through data-driven decision support.

Position AI as the cornerstone to successful digital transformation.

These days, everybody’s talking about digital transformation. In fact, it’s widely believed that moving to digital operations and offering digital services will be absolutely essential in order to remain competitive in the modern economy. If you can position AI as the catalyst for making this happen, you’ll get emphatic yesses across the board. And since analytics is the core to what drives digital experiences, the connection to AI shouldn’t be too difficult.

Link AI with the power to innovate.

40% of IT leaders list driving innovation and implementing new tech as one of their top concerns. In today’s rapidly changing landscape, staying in-step is no longer enough. To remain competitive and achieve sustainable success, organizations must find a way to stay a few steps ahead. Easier said than done? Not when you have artificial intelligence in your corner. AI offers business leaders the opportunity to garner engagement from all levels of the organization, creating a truly collaborative environment where ideation and innovation thrive.

Reinforce the power of AI for optimizing client experience.

In business, you’re only successful if your customers are happy. Leveraging machine learning and artificial intelligence can help businesses to become far more responsive to their clients, ultimately delivering a better experience overall. And it’s a win-win, because not only do customers receive a higher level of service, but because AI frees up employees to focus more on high-value initiatives, the organization benefits from greater productivity. Happier clients + more efficiency = a better bottom line.  

It’s important to point out that AI, just as with any technology, shouldn’t just be implemented for the sake of it. It should be leveraged because it’s the best and most effective solution to a specific business problem or opportunity. When presenting your case, be sure to tie the technology and its capabilities directly to these problems and/or opportunities, and demonstrate exactly who will benefit and how. This will make your case far more compelling and improve your chances of success.

Want to really wow those key decision-makers? Download your free trial of Ayehu, and you’ll have a full 30 days to create a use case of your own that will demonstrate quantifiable ROI within your own organization. Click here to get started!

EBOOK: HOW TO MEASURE IT PROCESS AUTOMATION RETURN ON INVESTMENT (ROI)

4 steps to minimize MTTR

Any seasoned IT professional will tell you that one of the biggest challenges they face in their day to day job is reducing mean time to resolution (MTTR), or the amount of time it takes to get key systems back up and running after an incident. Down time in any industry can have a significant impact on both internal operations and external service levels. And the longer it takes to get things resolved, the worse the problems can become. Intelligent automation can make minimizing MTTR even easier and more effective.

Managing mean time to resolution involves 4 main steps:

  • Identifying the problem
  • Uncovering the root cause of the problem
  • Correcting the problem
  • Testing to verify that the problem as successfully been resolved

How quickly you can achieve the first step will ultimately depend on the quality of the monitoring system you have in place. Having a basic system can only get you so far and leaves a lot of room for costly error. Depending on how many incoming alerts your organization fields, staying on top of them can be too much for a small IT department. That means serious issues could slip through the cracks and cause major problems down the road. Enhancing your system with intelligent automation can create a highly effective, closed-loop solution, ensuring that all critical incidents requiring attention are prioritized and addressed accordingly.

Once an incident is identified, the next step is determining its root cause. This is the costliest part of the MTTR equation because it takes time, resources and manpower. Obviously, the more serious the issue, the more quickly it needs to be addressed. It may require “all hands on deck” to help uncover the cause so it can be corrected. It’s also important to maintain visibility and accountability at all times throughout the process. Who is handling the problem? What steps have been taken so far to get to the bottom of it? Has anything been missed? Again, automation can address this by providing real-time status of incidents, ownership, severity and priority in one central dashboard.

As soon as the problem has been properly diagnosed, the third step is taking the necessary actions to resolve it as quickly and effectively as possible. With most incidents, time is of the essence, so developing a solution is critical. One of the biggest benefits of integrating intelligent automation into your incident management process is that it can actually predict MTTR based on historic events. This can provide a guideline for the resolution process and alleviate some of the stress that naturally arises during a downtime. The IT team will be able to work quickly and efficiently to implement a solution that will get systems back up and running fast, limiting the negative effects on the company.

The final step in the MTTR process is testing to ensure that the problem is, indeed, resolved. It’s also important to assess each process to identify areas that can be improved. Being proactive and leveraging artificial intelligence can help to determine the best way to deal with similar incidents and can even help to avoid them completely.

In conclusion, managing the mean time to resolution process involves careful monitoring and the right tools, specifically intelligent automation. This can provide the most timely and effective response and a faster overall turnaround, thereby reducing or even eliminating impact on the business.

If your current incident response strategy isn’t producing these results or you’d like to learn more about how IA can dramatically reduce your MTTR, take Ayehu for a test drive or download a free 30 day trial.

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Attention MSPs: How a hybrid approach could be your next opportunity

It’s happened time and time again: large corporations wavering between total in-house IT and complete outsourcing, only to discover that neither option provides a truly cost effective and efficient solution. Such was the case with European oil company Rompetrol, who seesawed between both approaches, all the while wasting value time, money and resources only to lose control over their IT altogether. This all changed, however, when CIO Marcel Chiriac took over in 2012.

Upon discovering that the outsourcing firm the company had hired had grossly mishandled things, Chiriac took on the daunting task of getting things back under control as quickly as possible. Weighing his options, and considering the fact that shifting everything back to in-house again that fast would be just short of impossible, Chiriac opted instead for a hybrid IT environment. This provided the “best of both worlds” in terms of control and efficiency.

The first step in the process involved putting together a team of IT professionals with whom he could work to renegotiate contracts with the many software vendors Rompetrol dealt with. Chiriac’s in-house team then had the job of evaluating the state of the company’s IT infrastructure since it had been managed by the previous provider. The results were disheartening. Additionally, the outsourcing provider refused to cooperate with the transition, making the process extremely frustrating and arduous.

Knowing he was working with a timeframe of just 3 months, Chiriac knew that using traditional technologies simply wouldn’t be sufficient to gain control over and document the asset transfer process. He decided that intelligent process automation might be his best option for meeting the tight deadline and getting the company’s IT performance back up to par. The new IT provider got to work extracting the information needed to allow Rompetrol to begin securing their scattered and vulnerable infrastructure.

Perhaps the most important step taken during this 3 month period was the introduction of “virtual operators”. These are essentially just IT service robots which helped to quickly identify the exact network composition. In addition to facilitating the consolidation and optimization of the company’s infrastructure, these virtual engineers also enabled in-house IT professionals to manage incidents more proactively. This allowed problems to be resolved quickly and efficiently, improving performance and service levels.

Within just one month’s time, automated solutions had been put in place for more than 2,000 items, including switches and servers for over 750 of Rompetrol’s gas stations. There has only been one single outage since the shift to the new hybrid model, and it’s succeeded in reducing operating costs by 27%. At this point, the internal IT team is able to focus on further optimization needs.

Beyond what this means for other companies looking to cut costs and improve IT operations, the use of virtual operators is poised to revolutionize things for managed service providers.  Intelligent automation will open up new avenues of opportunity to provide enhanced levels of support, maximize internal resources, lower costs and maintain competitive advantage. As businesses begin to recognize this hybrid approach, they will begin to once again look to managed service providers to help them achieve the best of both worlds in terms of control, IT security and efficiency.

Are you an managed service provider that would like to become part of a success story like that of Rompetrol?  Intelligent automation is the tool you need to jump ahead of the game. Click here to try it free for 30 days.

Intelligent Automation Solutions – 7 Questions to Ask

When it comes to IT operations, there’s no question that it is crucial for organizations to increase their efficiency. In fact, with the ever-growing complexity, service levels and performance, greater operational efficiency becomes not just an option, but a competitive necessity. Intelligent automation solutions can help your IT operations become more efficient, thereby improving your organization’s bottom line.

That being said, not every automation tool is the same. And with so many to choose from, the selection process can be confusing and downright overwhelming. Here are seven important questions that should help you make a more informed decision.

1. What are the integration points? Before choosing your intelligent automation solution, you should first verify that it will have touch points and triggers that integrate with your data center systems, including different OS, legacy systems, integration with help desk such as ServiceNow, monitoring and management systems, etc. The more integrated the better.

2. What should be expected in terms of deployment effort? Evaluate how much time and effort will be required for deployment (setup, configuration, implementation, etc.). You want to make sure that the time-frame proposed works with your organizational needs. Also, set expectations so that everyone is on the same page throughout the process and there are no unexpected surprises.

3. What is the required skill set for this particular platform? Part of the implementation process involves training and adapting to the new system. Before moving forward, you should understand what the estimated learning curve will be for generating automated workflows independently. You’ll also want to determine ahead of time if any scripting will be required. (Tip: Look for a solution that does not require coding or programming required. This enables rapid adoption and time-to-value.)

4. Does this product feature out-of-the-box functionality? Some intelligent automation solutions provide ‘pre-canned’ templates for various commonly performed tasks. If the platform you are considering offers this, the next step is to determine whether these generic templates can easily be tailored to fit your unique business environment and processes. Templates are a great place to start, but the more customizable, the better.

5. What level of human intervention is available? Even the simplest automated processes will require some type of human decision at some point during the process. The question to ask is whether you will be able to embed decision-making logic into workflows for remote decisions on process execution. This allows management to maintain control over the process from start to finish.

6. What kind of scheduling functionality does it offer? While some automated processes will be triggered by system events, others, such as repetitive tasks, will need to be scheduled. You’ll want to make sure the automation platform you select provides for full scheduling capability.

7. Does it take into account regulatory compliance? Meeting regulatory compliance requirements is a critical part of every organization’s success. When evaluating an intelligent automation solution, be sure to find out whether it can help you with these initiatives. For instance, does the tool provide tracking of events, reports and knowledge management that will help the organization comply with regulations?

These are the seven most important things to consider when evaluating automation for your organization. By asking these key questions and understanding what to look for, you will have a much better chance of selecting an intelligent automation solution that will be a perfect fit for your business and ensure project success.

eBook: 10 time consuming tasks you should automate

3 Ways AI is Revolutionizing ITOps

It’s hard to imagine that while just a short time ago, people were asking what AI was all about and whether it was something worth investing in, yet pretty soon we’ll be asking how we ever lived without it. Artificial intelligence and machine learning have radically improved the lives of many, in particular, IT managers, enabling them to optimize their precious time and add legitimate value to their organizations. Here are three specific ways AI is redefining the role of ITOps.

Reduction/Elimination of Time-Consuming Tasks

Each and every day, IT managers are burdened with tasks. Some of those tasks are complex, tedious and mission-critical. Others are menial, mundane and time-consuming – administrative tasks, such as scheduling, setting deadlines and alerts, establishing priorities, directing daily operations, coordinating project activity, managing and analyzing workflow…the list goes on (and on, and on).

Here’s where AI is already making a remarkable impact on the lives of ITOps managers. By shifting most or all of these time-sapping administrative issues to intelligent automation, these leaders are freed up to allocate their skills and expertise to what’s most important. AI is particularly beneficial in terms of managing any process that is repeatable, such as preparing reports (and we all know how much IT managers adore reporting). Many organizations worldwide are already taking advantage of AI’s quantitative data analysis capability to generate analytical reports.

Increased Knowledge/Skill/Judgment Work

Only an IT manager would understand how a so-called promotion can actually be more of a headache and disappointment. Think about it. You’re awesome at what you do – ITOps work – so you get moved up the ladder, into a role that is filled with endless administrative tasks (as mentioned above). Feels more like a demotion than anything else. Many IT managers in this position would much rather be focusing their time, energy and expertise on things like:

  • Developing standards and best practices
  • Overseeing complex workflows
  • Identifying duplication and waste, quantifying outcomes and providing analysis
  • Coordinating and managing operational budgets and initiatives
  • Analyzing data
  • Developing departmental and interdepartmental goals
  • Evaluating proposals to determine requirements and feasibility
  • Consulting with users, stakeholders, technicians and vendors to determine needs and requirements

Artificial intelligence has gifted IT managers with the ability to perform more of the knowledge, skill and judgment work that they love, not only because it frees up time, but because the technology is inherently designed to support enhanced decision-making within ITOps (and beyond). That’s not to imply that human expertise and insight will be replaced by AI. To the contrary, cognitive skills and critical thinking will become even more prevalent because IT managers will have more time.

More Room for Creativity

The flood of demanding day-to-day tasks that ITOps manager face leaves little to no room for the creative thinking that is necessary to drive innovation. Some of the areas where these leaders can add value include brainstorming to improve future IT initiatives, strategizing on organizational goals and objectives, keeping up with tech developments, acting as champion for the IT department, just to name a few.

Integration of artificial intelligence is facilitating more creative thinking by enabling better experimentation and collaboration. When IT managers are able to spend more time strategizing, the human element of creativity will flourish for the betterment of ITOps and the organization as a whole. What’s more, IT managers will be able to take on more advisory roles thanks to AI’s presence. The ability to hone social skills will continue to open up new and exciting opportunities.

Conclusion

ITOps managers across the globe are already experiencing drastic changes with the growing adoption of AI technology. The relief from administrative tasks alone have made it well worth the investment, with the promise of even more widespread benefits that will change the scope of everyday life for the better.  

Want to experience some of these incredible, life-changing benefits for yourself? Give Ayehu a try completely free for 30 full days. Click here to start your free trial today!

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How (and why) to run your in-house IT like an MSP

For decades, businesses have been turning to MSPs to handle their day to day IT needs. This outsourcing was something that many small to mid-sized companies were forced to do, since housing IT internally wasn’t always an option. The good news is, technological advances have begun to make it possible for companies of any size to affordably manage IT operations in-house – and with the same efficiency and service levels as an MSP.

We’ve written countless posts about how tools like intelligent automation can be leveraged by MSPs to save time and reduce costs. This same concept can be applied to internal IT departments as well. For small to mid-sized businesses that previously relied on external MSPs to essentially serve as their IT office, the reason was typically budget. It was simply more cost-effective to outsource IT rather than to manage it in-house. But with the ability to accurately measure the value of internal IT, more and more smaller companies are recognizing the benefits of keeping things on-site.

The answer to the age-old question of how an internal IT team can match the efficiency of a managed service provider lies in automation. When you are able to automate not only individual repetitive tasks, but entire complex workflows, suddenly the idea of running a busy IT operation doesn’t seem as overwhelming. You no longer face the need to hire more staff than you can afford, and those team members that you do employee will have the ability to focus on critical things that require a human touch, such as analyzing and developing business strategies for future success.

Benefits of Using IT Process Automation to Keep IT In-House

While using MSPs is certainly not a bad option, there are a number of specific benefits that a business can realize by keeping IT in-house. These benefits include:

  • More Control – Outsourcing always requires giving up a certain amount of control. Keeping IT operations internal gives the business full control over all processes and procedures.
  • Flexibility – A quality intelligent automation platform provides flexibility and customization to each business’s unique pain points. That means that your internal IT can be designed specifically for the needs of your organization, unlike an MSP which can only adapt so much.
  • Higher Level of Security – It goes without saying that internal versus outsourced departments always provide a more secure atmosphere. IT operations for industries that deal with more sensitive information, such as the financial sector, benefit greatly from keeping all transactions in-house.
  • Saves Time – Internal IT operations eliminate the need to contact and rely on a third party for support requests, which can save time. The beauty of automation is that it is designed to make IT operations more efficient, so it is inherently a time-saver. Couple this with the fact that intelligent software is doing the heavy lifting, freeing up personnel to be available if and when an issue arises, and you’ve got a highly effective and efficient department that is able to maintain exceptional service levels.
  • Saves Money – Keeping IT internal saves money over time, since you will no longer need to incur the costs of outsourcing to an MSP.

Think your business is too small or lacks the resources to manage IT operations in-house? Think hiring an MSP is the only option? Think again.

With technological advances, namely the rise of intelligent automation, now organizations of any size have the ability to achieve the same operational efficiency with their in-house IT as they would with a Managed Service Provider.

Still not convinced? Take our Next Generation IT Automation platform for a test drive FREE for 30 days. Click here to claim your free trial.

MSPs: How to Cut Costs in 4 Easy Steps

We’ve come a long way since the antiquated automation tools introduced at the turn of the century. Huge, clunky and far-from-perfect, those old tools were enough to get the job done, but thankfully have been vastly improved over the years. Now, automation is intelligent, offering sophisticated solutions in easy-to-use, out-of-the-box products that are affordable and scalable.

Yet, to truly get the most out of intelligent automation – particularly if you are in the highly competitive field of MSP, there is still work to be done. Here are 4 key steps to manage your services in a way that is more efficient and cost-effective.

Stay Proactive – Of course you know what to do in the event that one of your clients’ infrastructure is compromised, but wouldn’t it make more sense to stay one step ahead of the game? That way, instead of having to waste time, resources and money putting out fires, you could resolve issues before they developed into serious problems.

Let’s take the task of patch management for example. If you’re handling this manually, vulnerabilities in the days following a new release could be placing your clients at risk and making your job much more complicated than it has to be. Intelligent automation, on the other hand, allows you to take a proactive approach to patch releases, speeding the process and reducing risk.

Develop and Implement Standards – By developing a check list of technology standards that can be applied across multiple devices and clients, you can remove much of the guesswork from the trouble-shooting process. This will improve customer service levels and streamline your own internal operations.

For instance, you can create a list of back-up and anti-virus processes, recommended amounts of memory, standard applications and configurations, etc. You can then automate the process of auditing these standards accordingly.

Manage Policies – In addition to common standards, there are also a number of policies that must be managed properly, particularly in terms of IT usage governance. It’s critical to ensure that all users remain in compliance with the policies of your customers.

Common policy areas include password refresh, application usage, allowable downloads and access security. By setting up a policy management plan that is proactive and automated, you can prevent unwanted actions and reduce the number of tickets you and your team will have to field.

Review Regularly – While implementing the three steps listed above will dramatically improve productivity and performance, you’ll never get your incoming trouble tickets down to zero (nor should you want to). By reviewing your existing tickets regularly, however, you can effectively identify other areas where automation could help.

What pain points are regularly causing you problems that you might be able to streamline for better results? You may also find through routine reviews that adjusting your standards and policy management in certain ways could further reduce the excess workload that your team is currently carrying.

As any MSP, you’re probably struggling with the need to do more with less. As IT issues become more and more complex, the ability to stay on top of the needs of your clients without having to increase expenditure will be critical to your future success. Intelligent automation, along with these 4 key steps, can help position you right where you need to be to stay out on top.

IT Process Automation Survival Guide

5 Things Driving AIOps

Thanks to the forces of digital transformation, IT operations is undergoing some pretty significant changes. Traditional IT management techniques are becoming obsolete and an entire restructuring of our IT ecosystems is underway. In response, IT operations leaders are using artificial intelligence to help them do their work better, faster and cheaper. Gartner has coined a term for this fundamental shift. It’s known as Artificial Intelligence for IT Operations, or AIOps for short.

AIOps addresses the challenges of speed, scale and complexity that IT leaders are facing in the wake of digital transformation. Here are five specific factors that are driving forces behind AIOps.

Manual Infrastructure Management – Today’s IT environments are a mishmash of SaaS integrations, third party services, mobile, managed and unmanaged cloud and more. Traditional infrastructure management approaches, like manual tracking and oversight, are simply not adequate in these dynamic, ever-changing environments.  

Increase in Data Retention Requirements – The volume of events and alerts being generated through performance monitoring is growing at an exponential rate. Furthermore, the growing number of APIs, IOT devices, mobile applications and digital and/or machine users is driving service ticket volumes through the roof. This has made manual analysis and reporting far too complex and cumbersome.

Demand for Faster Response Time – The more enterprises digitize their business, the more quickly infrastructure problems must be addressed. User expectations have evolved thanks to the consumerization of technology, which is driving the demand for faster reactions to IT events (whether actual or perceived). This is compounded when the issue in question affects user experience.

More/Expanding Computing Power – Given how easy it has become to adopt cloud infrastructure and third party services has empowered individual lines of business (LOB) to develop their own IT applications and solutions. As a result, both budget and control have moved from the center of IT to the very edges of the network, driving the rollout of more computing power.

Influence and Power of Developers – In modern DevOps, programmers are taking more responsibility for monitoring at the application level, however, responsibility for the interaction between services, applications and infrastructure, as well as accountability for the overall health and function of the IT ecosystem still lies at the feet of core IT. As digital businesses are becoming more complex, IT Ops is taking on more responsibility.

Digital transformation is something organizations in every industry and across the entire globe are striving for. AIOps could very well hold the key to success. Power your AIOps with the right solution. Click here to download your free 30-day trial of Ayehu today.

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IT service management from a different perspective

To date, IT Service Management has consistently been viewed as simply part of the IT infrastructure library (ITIL) processes. However, with the looming shift of IT operations from fragmented services to a more end-to-end, service-driven approach, the concept of ITSM is poised to play an increasingly critical role in business operations. In order to successfully navigate this shift toward service, IT professionals must essentially rethink what this practice is really about and how it will serve their organizations going forward.

The Original Intention of IT Service Management

When it was first developed, IT Service Management was intended to bring a more unified approach to how IT technology services were integrated within the organization as a whole. 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 analyzed things such as ROI, budget adherence, and the effectiveness of communication and identifying and evaluating risk. The purpose was to identify areas that needed improvement so that IT services could be better honed to benefit the entire organization.

What’s missing?

While ITSM is still a concrete practice, in order to be truly effective it must evolve along with the changes of IT as a whole. What’s missing from the original concept of ITSM is the end-user – the customer. Internal processes may have been improved significantly, but if these improvements don’t translate to the customer, it’s not a true victory.

How can IT professionals change their perspective of IT Service Management?

In order to get the most out of ITSM, people must begin to shift their view from strictly internal to also include external benefit. The easiest way to do this is to simply drop the “IT” from ITSM and replace it with automation. This essentially expands the benefit of ITSM from the internal operations of the enterprise to also improve the customer experience through the delivery of faster outcomes, higher quality service and at a much more attractive price. Internal processes are streamlined and made more efficient, while external service also improves. 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 intelligent automation into the mix will accomplish this goal, providing the competitive advantage needed to thrive in the coming years.

Experience how ITSM automation can be a game changer by downloading your free 30-day trial of Ayehu today.

5 Ways to level up your service desk using it process automation