How ITSM Delivers Worth To The Digital Enterprise

How ITSM Delivers Worth To The Digital Enterprise

Long regarded as the set of practice and solutions for ensuring that technology is the best meeting the need of users, the IT Service Management (ITSM) function now serves as the vehicle that will deliver value in today’s rising digital enterprise.


The report depends on a survey of 261 executives around the world IT leaders in large industries and examines the evolving role of ITSM. The research maps ITSM progress besides a maturity model that looks at its progression from IT department enable to the digital catalyst. The ITSM maturity curve discovers that the vast majority of ITSM effort has moved beyond a focus on IT-centric services and are locating a service culture to advance its organization in the digital economy.


Key findings include:


• Most directors agree the IT landscape is changing spectacularly, and it is hard to keep up with the needed skills to support it. A majority, 56 percentage, says the pace of IT change or transformation is going faster “significantly” or close to radically. Skills shortages are the biggest challenge in aligning IT to business services. 


• Many industries still spend most of their IT budget and a good deal of teams time keeping the lights on. 37% of survey respondents report that the majority of their IT budgets go to ongoing management and maintenance. Close to half of executives, 47 per cent, indicating they are replying to the challenge of budget and resources going into management and maintenance by turning to cloud-based services.


• Need for a Service Management approach is hurting competitors as a business. Three out of four executives consent that the amount of time, money and resources spent on ongoing management and maintenance versus new project development or new initiatives are affecting the overall competitiveness of their business.


• ITSM plays a crucial role in crucial digital enterprise initiatives. A majority of executives 56 percent indicate that ITSM is either “very important” or close to extremely important in their enterprise’ cloud computing efforts, as well as insignificant data initiative. Fifty-four percent also indicate that ITSM is “extremely important” or close to it in supporting their mobile computing efforts. The ITSM function’s most exceptional contributions to digital transformation efforts are through transparency and productivity.


• IT Service Management activities still fragment within most enterprises. Here 37% of executives indicate their “ITSM effort mainly focused on delivering IT service at this time,” and 41 percentage report their “ITSM effort aligned with the requirements in the chosen business division.”


• Service Management isn’t just for IT technology. As digitization spreads throughout enterprises, it serves the requirements of all department. Service Management has expanded to represent new ways of thinking about how management can be provisioned and made available when and where they require across the enterprise. Two-thirds report their ITSM budgets have developed over the past three years. The uses of a holistic Service Management strategy understood outside of IT. 


• Improving operational efficiency and employee output are the most critical business drivers of ITSM efforts. More than two in five respondents, 43 percent say improving operational efficiency is the aim of their ITSM efforts. Cost savings and increased output are the leading benefits of a reliable ITSM approach. More than two in five executives, 42 per cent report they see cost savings in their business procedure. Advanced ITSM site is far more likely to have seen such benefit 49 percent of advanced sites have achieved cost savings, versus 28 percentage of their less-developed counterparts.


ITSM tools still tends to be fragmented but is increasing its role as an enable of the digital initiative that is delivering competitive benefit. Customer satisfaction, employee output and operational efficiency are forward-looking benefit organizations realize as a result of more expansive ITSM engagements.

What are the ITSM modules?

What are the ITSM modules?

ITSM refers to all the actions involved in, creating, managing, supporting, designing and delivering the lifecycle of IT service. ITSM modules is a mixture of a set of a defined process, policies and technique for providing IT services and products. It progresses and supports customer-centric IT service.

itsm modules

Problem management:

A problem is the core cause of any occasion. And IT industries might temporarily resolve the issue but can’t fix the trouble. It may lead to divergence, so problem management is a process to fix the problem to improve performance and service delivery.


Incident Management:

It is a daily process, which restores standard, acceptable service with a minimal impact on business.


Change Management:

It is a conventional method and procedures to manage all the changes made in ITSM services.


Service Level Management:

It assists you to enhance and maintain the level of service to your customer. It supports meeting the SLA (Service Level Agreements).


Configuration Management :

It contains the physical and logical perspective of the IT infrastructure and services.


Release Management:

Testing, releasing and verification of changes to the IT environment.


Availability Management:

It optimizes IT infrastructure capabilities, services, and support to reduce interruption of service. It also gives sustained levels of service to suit the business requirements.


Financial Management:

This IT service assists you in managing the price required by the industry to meet its financial commitment. These services also involve the resources needed to meet demand.


Capacity Management:

Assist the organization in managing resources and also allows them to plan for future resource demand.


Knowledge Management:

Knowledge management helps you to maintain duplicated work by organizing and making available information about various types of IT products and services.


Project Management:

Project management permits IT firms to maintain orderly services to avoid difficulty like outdated systems.


Knowledge Management:

Knowledge management helps you to keep away from duplicated work by organizing and making available information about various types of IT services and products.