Is service management relevant for digital transformation?
Often known as IT service management (ITSM) strategy, it is being forced to stay on its toes in a fast-changing and more competitive marketplace.
Service management is the basket of capabilities and methodologies -- from applications to connectivity -- that IT organizations employ when planning and delivering services, both to a business' customers and to the company's employees.
Often known as IT service management (ITSM) strategy, it -- like every other aspect of business today -- is being forced to stay on its toes in a fast-changing and more competitive marketplace. That means remaining flexible and quickly responding to the ever-evolving expectations of customers.
The best way to do this is to move your processes into the world of digital transformation. In doing so, ITSM becomes digital service management (DSM). With a DSM system, you upgrade service management through the use of technologies such as artificial intelligence (AI), cognitive computing, the internet of things and more.
DSM allows for your business to be more proactive and to use new technologies to exploit opportunities. Technology also can be used in other ways -- such as via virtual agents -- that reduce the burden on staff members to free them to make other contributions.
When automating your DSM, investigate which tools make the most sense. Picking the wrong option here can cause big problems down the road.
Finally, remember that the only constant these days is change. Technology and competition are moving so fast that you need to stay nimble. Having longer-range plans is great, and so is sticking to them when you can. But you also must be ready to react and change course as the marketplace changes.
