As it stands today, IT Service Management (ITSM) continues to be 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 begin to shift their view of what this practice is truly all about and – more importantly – exactly how it will serve their organizations moving forward.
The Origins of IT Service Management
The practice of IT service management was originally intended to deliver a more unified approach to how IT technology services were integrated within an 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 effective, efficient end-to-end services.
Organizations would conduct ITSM audits which analyzed such things as ROI, budget adherence, and the effectiveness of communication, 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.
While ITSM is still a respected practice, in order to be truly effective in delivering its purpose, it must evolve along with the changes that IT is experiencing as a whole. What’s missing from the original concept of ITSM is the very end-user – the customer. Internal processes may have been improved significantly, but until these improvements don’t translate to the customer, it won’t be a true victory.
How can IT professionals change their view of ITSM?
In order to optimize ITSM, IT professionals at every level must begin to shift their perspective from strictly internal to also include the potential external benefits. 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 focus on improving the customer experience through the delivery of faster results, higher quality service and at a much more attractive price. Internal processes are streamlined and made more efficient, while external service levels are also improved.
If businesses are going to be successful in the future, they must leverage the evolving technology available to them 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.