It’s difficult to imagine the IT services sector being operated with traditional management methods and tools. IT service management software tools are commonplace for obvious reasons. They address specific needs with their special functions and features. But what exactly are the benefits of using such software? What advantages does it bring to your business?
The Benefits
Before discussing the future of IT service management software, it’s worth examining the benefits it brings to businesses. Based on a survey conducted by software company BMC in association with Forbes Insights, less advanced and more advanced organisations report increased employee productivity. They likewise observed cost reduction, risk minimisation, better compliance, ease of moving towards becoming a digital enterprise, and improvements in operational efficiency. Additionally, there are those that say that the use of IT service management software is beneficial in driving employee engagement and productivity. In the case of SysAid’s IT Service management software, for example, the business benefits are delivered through a host of features or functions. These include its incident, problem, change, and service level management features. It also comes with a self-service portal, knowledge management, remote control, and automation functions. All of this makes it possible to improve employee productivity, reduce costs, lower risks, enable compliance, and boost operational efficiency.
The Future: A Holistic Approach
Forbes Insights, in a March 2017 article, reported that the lack of an IT service management approach hurts competitiveness in businesses. Accordingly, the IT service management function (ITSM) has already entered a new era. It is no longer just a set of solutions and practices used to ascertain that technology is optimally addressing the needs of users. In this new era, IT service management is believed to be the vehicle or tool itself in delivering value for emerging digital enterprises.
Because of the new developments observed in ITSM, Forbes Media Chief Insights Officer Bruce Rogers said that the key to making the most of ITSM is having a holistic approach across the enterprise. It is through a holistic approach that ITSM can become an enabler for digital transformation. A majority of the executives surveyed in the Forbes Insights report agreed that ITSM is crucial (extremely important or close to extremely important) in key digital enterprise activities. The report also found that ITSM activities are still fragmented in most businesses. There is a need for active efforts to consolidate and establish clear ITSM approaches.
IT service management software is an important investment for companies, especially for those that are striving to achieve digital transformation. ITSM is no longer perceived to be a mere enabler. It is becoming a digital catalyst and businesses need to learn to quickly adapt to this change. ITSM is believed to be moving beyond IT-centric services, hence ITSM software is expected to be playing an important role in adopting a new service culture in the digital economy.
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