By Arun Prasath R, CIO, EverestIMS Technologies
Enterprise Service Management is often the lynchpin of satisfaction to both internal and external stakeholders of companies. The common misconception is that ITSM has to do with IT only. But, it is so much more. It is the lynchpin that holds your enterprise together. For instance, everything related to enterprise operations typically run through a gamut of sub-verticals including hardware, software, admin, human resources, technical support, etc. This translates into services delivery by way of responding to all requests and resolving issues pertinent to the enterprise in a timely and reliable manner.
Historically, enterprises relied on silos with individual units handling their respective functions. In this era of digital transformation, a single source of truth and transparency is vital for a streamlined business. This is where ITSM tools come in, by offering a centralized platform that can handle the entire ecosystem needs of the enterprise with advanced technology. ITSM tools ensure a more efficient and cost-effective way to manage all of your services delivery. Therefore, keeping ITSM tools current and with the latest updates is imperative. There are several advantages to having the latest ITSM tools:
Reduced costs
ITSM tools are a valuable addition to an enterprise’s arsenal as they can increase efficiency, leading to cost-saving. Having an ITSM platform ensures comprehensive services management, including continuous improvement of IT services delivery and a seamless alignment between IT and the unique business operations within the enterprise. IT service management begins with taking ownership of the user/customer experience and ends in higher ROI.
Uniformity for consistent performance
ITSM tools provide a uniform procedure across all your departments. Workflow management tools help enhance your team’s productivity. To retain the uniformity of your platform that works seamlessly across all departments, it is vital to upgrade your tools so each department can leverage them to their full potential. In this case, uniformity creates a consistent performance and delivery across all business units. For instance, every department that has a requirement, has to run it through a unified platform. This process enables visibility across the board and ensures peak performance.
Enhanced collaboration
A unified platform and process that is facilitated by ITSM tools enables enhanced collaboration and communication between departments in your enterprise. Departments that can work in sync with other components of a company lead to improved productivity. The latest ITSM tools can ensure that the enterprise maintains a collaborative workforce with all business units aligned with your business goals. When everyone concerned can view a centralized dashboard, there is no chance of communication gaps or for any request to fall through the cracks due to an oversight.
Automation where you need
A significant benefit of ITSM tools is automation. But, not all functions need to be automated. Knowing how to leverage automation is critical to optimizing your ITSM tools. Automation should be leveraged to make achieving goals more effortless and efficient. Automation-enabled ITSM tools help enterprises navigate the pitfalls of human errors and wasted time. They also ensure streamlined business processes and workflows for high productivity.
Analysis in real-time
ITSM tools can analyze various IT problems and offer proactive means of solving problems as opposed to reactive measures. Using data analytics, ITSM tools can predict potential issues and prevent them from occurring. Only through constant and continuous updates can your system stay current and on top of your service management and IT maintenance.
Enhanced customer service
In a customer-centric era, ITSM tools can make or break your enterprise. Understanding customer habits and behavior leads to a greater understanding of market trends. Your ITSM tools must be able to use real-time data to make predictive analyses to ensure that your service delivery meets customer expectations. Therefore, working with an updated array of ITSM tools is critical to increasing revenue and market share.
Improved security through ITSM tools
Modern threat agents are constantly multiplying and pose a risk to the security of your data, systems, platforms, and services. ITSM tools can mitigate these risks, if not eliminate them. Staying abreast with the latest security advisory is the norm and ITSM tools play a big part in proactive threat elimination by smoothening the friction between departments thus ensuring that all updates and information is delivered to important stakeholders in a timely and actionable manner.
In conclusion
ITSM tools are essential to today’s enterprise and the complex ecosystems that exist within it. But, outdated systems do not meet industry standards or the evolving customer expectations. Moreover, an enterprise following best practices relies on a unified approach to business growth. Therefore, customized, scalable, and holistic solutions are the need of the hour to enable smooth digital transformation. No doubt, ensuring that an enterprise’s ITSM tools are updated and concurrent with existing needs is vital to ensuring that your business offers services and solutions that are fully optimized and aligned with your business objectives.