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Service Management

Most companies have some level of service management in place. It could be a help desk ticketing system, monitoring solution(s), or a full-fledged IT service management platform. The real question is: do they have a plan for service management that brings everything together? The secret is building upon established services and developing a strategy to manage IT services that drives positive business results.

Digital business disruption continues to impact business and in turn is increasing the demands placed upon IT professionals. The challenge to be nimble, agile, efficient (less costly), and effective (more valuable) while aligning to these rapidly changing demands is daunting. Solutions come from every angle, and if an IT team is unable to respond, it is soon left behind in the technical debt scrapheap in favor of new and flashy shadow IT.

Taking a holistic approach to managing services and delivering business value is at the very core of implementing and maintaining a service management strategy. To be respected by the business and its customers, IT service providers must demonstrate the ability to provide quality and timely services that support business outcomes.

The Business Benefits

Enabling IT to become a value-added business partner

Automating standard processes

Improving customer experience

Streamline business expansion, mergers, acquisitions and divestitures.

Delivering governance and accelerating the maturity of IT services

The Challenges

The Challenges

Demands on business to keep pace with an ever-changing market continue to accelerate.  Continued innovation, as a result, is required for businesses to be agile and respond efficiently and effectively to constant change.

IT organizations face similar pressures.  Businesses will be challenged to respond effectively and with agility unless their IT environments are agile, secure, flexible, responsive, high performing and scalable. IT organizations that can’t provide these attributes risk being sidelined as business users look to external service providers to meet their needs. 

While external service providers may be the right answer, being outside the control of the IT team can produce unwanted results, such as increased risk of non-compliance with regulations, non-conformance with company direction, as well as a lack of integration with company processes. An enterprise-wide plan for service management is a necessity to ensure a consistent plan is followed for service delivery and business benefit. 

The Solutions