Due to innovation: IT Service Management in Transition

The digital transformation demands more agility in the company. IT in particular is changing from a service provider to an innovation driver. With the challenges of modern IT and the associated trends such as DevOps, IoT, Big Data, micro-services and multi-cloud environments, long-established procedure, process and method standards such as the IT Infrastructure Library (ITIL) seem to be outdated.

However, in the environment of digitalization, in which all organizational units must constantly reinvent themselves in the so-called VUCA world (Volatility, Uncertainty, Complexity, Ambiguity) and react to new challenges, clearly defined processes are indispensable. IT Service Management (ITSM) in particular makes an important contribution in this respect in modern IT. Although the ITSM system landscape is also changing and increasingly moving away from rigid ticketing software towards a low-code-based business process ecosystem, it still forms the foundation of a functioning IT. The ITIL framework still supports these processes.

Organizations often assume that they must choose between agility and stability, and that these two states are at odds with each other. To support organizational agility, the enterprise needs stability. One of these aspects that provide stability to an organization is ITSM. Against the backdrop of agility, traditional ITSM must evolve into ESM (enterprise service management) so that processes and tools can be extended to the entire customer service.

With our experience in Responsive ITSM, we deliver a holistic customer service that is optimally aligned with end-user needs and fully integrated into the system landscape. To achieve modern IT Service Management, we recommend the following steps:

1. Careful stakeholder management to pick up the needs and put the customer in the center of attention
2. Use user-centric methods such as customer journey mapping
3. Use data and use it wisely, because only with data-driven ITSM can early indicators of problems be identified in time and proactively addressed.
4. Provide a chat-based exchange to enable two-way, fluid communication that actively engages and involves the user in problem solving.
5. Select the right ITSM and ticketing tool and fully integrate the front-end and back-end with the relevant surrounding systems so that interaction with the user is fluid, transparent, process-oriented and without media breaks.

As an expert in the areas of ITSM, collaboration, integration, development, ICT consulting and project management, Linkyard accompanies you through all stages of digitisation, starting with interactive customer portals and process controls, through classic automation and system integration, to the processing and analysis of real-time data and the application of machine learning. As an Atlassian Gold Partner, we provide a configurable tool palette for every company, which serves as an excellent technical foundation for modern IT service management.

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You can find more about ITSM here!

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