The new resource provides insights on how IT leaders can transform their service management strategies into an enterprise service management (ESM) framework. The firm advises that by integrating advanced technologies like generative AI, IT leaders can ensure their service management practices are not only aligned with organizational objectives but also positioned to drive significant growth and enhance customer experiences in an increasingly competitive market.

“Over the next decade, digital and technology-first services will be how customers and communities primarily engage with your offerings, be that your products, platforms, experiences, support, or any other outcome,” says Carlene McCubbin, associate vice president of research development at Info-Tech Research Group. “Exceptional service then becomes the key differentiator for organizations, prompting technology leaders to shift focus from IT services to enterprise services. In turn, these tech-driven services will bring immense value to customers and your organization.”

Info-Tech’s blueprint emphasizes the transformative impact of exponential technologies on organizations and industries. The firm’s reference to the concept of Exponential IT, which is also a recently revealed research center, is intended to address the ever-increasing demands of today’s organizations. The concept encompasses not just the rapid advances in artificial intelligence and machine learning but also emergent tech trends, digital transformations, and the strategies needed to thrive in an era of exponential technological evolution. With this evolution in mind, Info-Tech details in its latest resource how traditional IT service delivery models may struggle to keep pace with the rapidly evolving needs of organizations and departments as they strive to modernize and remain competitive.

“Delivering exceptional tech-based services requires a complete overhaul, placing the customer at the center of design, orchestration, and delivery,” explains McCubbin. “This transformation demands merging enterprise and business architecture, customer experience, and service planning practices as the foundation for enterprise value.”

Info-Tech recommends organizations shift their focus to an enterprise view of services with customer experience and value at the forefront. This shift can be achieved by setting achievable targets to elevate each service capability and determining actions to reach those targets, including potential use cases for AI. The firm explains that by leading the charge in offering capabilities to the business, IT can evolve from being merely an order-taker or service provider to ultimately co-owning outcomes for the organization.

In Elevate Your Service Capabilities to Drive Enterprise Value, Info-Tech outlines three critical steps IT leaders should follow to transition their services from traditional IT-centric models to enterprise service management practices and drive toward an Exponential IT future:

1. Define a Guiding Star: This step involves IT leaders adopting an Exponential IT mindset, establishing a clear vision and guiding principles, and identifying value and success metrics.
2. Assess Technology and Capability Readiness: IT must identify the current and target state for key ITSM capabilities, assess gaps, and review recommendations to progress each capability through targeted milestones.
3. Build an Effective Roadmap: The final step requires prioritizing initiatives to form a comprehensive roadmap and finalizing it with a robust communication plan.

The comprehensive blueprint provides practical guidance for IT leaders to transform IT service management into a strategic asset. By leveraging exponential technologies and adopting a strategy focused on delivering customer value, the firm explains that IT leaders can ensure their services support organizational growth and drive significant transformation. Embracing this forward-thinking approach will enable organizations to effectively meet future customer expectations, positioning them as pioneers in delivering exceptional digital experiences.

The proactive strategy outlined by Info-Tech in the newly published resource not only enhances service delivery but also fosters long-term innovation and competitiveness in the digital age.

For more information, click HERE.

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“With Exalate, we are able to simplify and automate even the most complex issue tracking environments,” said Armando Wirshing, Senior Business Development Manager, Forty8Fifty Labs. “Featuring an intuitive scripting engine, Exalate is optimized for cross-company issue tracking use cases and is not only high performing but extensible as well. It is a core component of our solutions and deployments for IT service management (ITSM).”

“Forty8Fifty Labs is an expert at architecting and implementing service management solutions that address even the most challenging requirements,” said Francis Martens, CTO, Exalate. “We are pleased to have their expertise and insight as part of our growing ecosystem of technology and delivery partners.”

Exalate is offered as part of Forty8Fifty Labs’ solutions and services for lean ITSM which leverage automation to deliver service request management, incident management, problem management and change management. For more information visit: https://www.forty8fiftylabs.com/lean-itsm. 

Image licensed by: Jetpatch.com

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For many organizations, this preparation has paid off. 61% of IT professionals feel they are consistently providing the same level of service working remotely and 47% said their quality of user experience has not suffered because of remote work.

These are among the findings of the Ivanti study which also assessed the value of Enterprise Service Management (ESM) tools during the recent influx of remote workers. ESM, which extends the use of IT service management (ITSM) processes to also address business-centric use cases in departments including HR, facilities and customer service, is proving to help organizations remain productive during this time of dramatic business change. The new study found that 65% of IT professionals say efficiency is ESM’s top benefit.

The cross departmental support of ESM contributes to its benefits. Nearly half (48%) of the survey respondents said ESM workflows crossed two departmental processes 25% of the time. In fact, when it comes to the number of non-IT services, workflows or requests IT helps with per quarter, respondents replied:

• 31% – said 1-2 non-IT services, workflows or requests
• 30% – said 3-5
• 17% – said 6-10

This has resulted in business departments also seeing ESM’s value, with 64% finding efficiency to be the top benefit, followed by productivity (53%), improved experience (43%) and better alignment between department and end user expectation (42%).

When asked which departments IT professionals collaborate with the most on ESM initiatives, the survey found:

• 60% – Customer Service
• 53% – HR
• 40% – Facilities

The adoption of ESM isn’t new for most organizations. According to the survey, 29% of IT professionals reported they have been working on ESM initiatives for anywhere between three and five years, 34% reported the process has taken one to two years, and 23% said less than a year.

Since implementing their ESM program or solution, IT has realized valuable benefits, including:

• 55% – process improvements
• 47% – improved IT experience
• 44% – streamlined operations
• 42% – staff productivity
• 42% – automated processes
• 41% – reporting

“By hyper-automating processes and empowering users with self-service technologies such as chat bots, ESM technology has risen to support efficiency and user productivity demands in the face of our new remote-working world,” said Ian Aitchison, senior director of product management, Ivanti. “By bridging cross-departmental workflows, ESM is not only empowering IT to be more proactive and responsive, but also helping businesses remain productive and resilient in the face of changing workplace dynamics.”

The study surveyed 385 IT professionals. Research was generated online by Ivanti during May and June of 2020.

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