ITSM: The ‘What’ and ‘How’ Of Digital Transformation

Business internet technology concept. Businessman chooses Transformation button on a touch screen interface.

In many organizations, digital transformation is still one of the most discussed topics. However, there are many definitions pertaining to its meaning and why it is so crucial. Some people have defined digital transformation as the movement of information from the analog to digital world A  majority of organizations have realized the advantages of doing so that include cost efficiencies, ability of offering faster customer service and information management in a simplified way, Digital transformation is also about utilizing technology for updating or automating existing processes.

In fact, the importance of digital transformation can be understood from the fact that it is on the agenda of all top Chief Information Officers. Here are some of the core components of digital transformations one should know about:

  1. To improve the back-office operations, especially to modernize the manual procedures.
  2. To introduce new services and products, i.e. to introduce new streams of revenue based on data exploitation, as well as, new technology. All these products/service add greater competitiveness, financial success, and more corporate reach.
  3. To improve mechanisms for customer engagements. It also aims to enhance the customer experience at various stages of a customer lifecycle starting from the “product investigation” stage through converting customers to growth, loyalty, and customer retention. In other words, it helps in making customers stick to their services and products and also the company.

Managing the journey of digital transformation

Typically digital transformation is an organization-wide effort, which covers multiple business units and departments. Thus, it is imperative to have a proper development plan for digital transformation, as well as communicated right from the top management level to the entire organization and with controls and measurements in place for monitoring progress and making sure that there is proper accountability. Once the plan for a digital transformation has been already developed, companies need to make a decision on who will lead this initiative and the way it is supposed to be managed to move ahead.

ITSM or IT Service Management is a management approach that is being used by an increasing number of IT functions today. It is an effective and proven technique to deliver value-added services to an organization’s end users. The function of the ITSM is to help companies to deploy new process improvements and services, which are based on principles of transparency, collaboration, and automation. These are the requirements for transferring from the analog world to the digital world.

In fact, there are several organizations that are utilizing IT to facilitate their efforts of digital transformation. It is clear that ITSM has a good position to enact a central role to manage the digital transformation journey of an organization.

Organizations today are delving deeper into AI or Artificial Intelligence as a component of their digital transformation journey. They are also trying to find ways through which IT Service Management can be leveraged to speed up their digital transformation.

Artificial Intelligence has the ability to take digital transformation initiative to a higher level by improving business agility, offering meaningful insights into latest customer and business trends, deploying smart automation, and accelerating the process of decision making.

Important capabilities of ITSM tools to enable an improved digital transformation of back-office

  1. Orchestration and automation along with most recent automation technologies
  2. Well-designed user experience
  3. Ability to adapt according to changing business requirements
  4. Support services liked by consumers like multi-device access, self-service, as well as, the launch of fresh support technologies
  5. Multipurpose knowledge management

It is important for good ITSM tools and ITSM software to be adequately flexible to adapt itself to the changing needs of a business instead of expecting that the customer will alter the corporate styles of working.  It is even more applicable when looked upon from the perspective of the digital transformation of a back-office of an organization, with abilities needing flexibility and adaptability cutting across many business functions and departments, and their unique peculiarities and requirements.

Hence, you should make sure that the ITSM tool you are using fits the purpose of your business in the following areas:

  • Should never be a force fit: When other business functions are using the ITSM tool, there should not be a list of compromises or a force fit. Rather, the tool should be built in a manner so as to take care of several use-case extensions.
  • Customization and configuration for every business function: For a scenario entailing digital transformation of a back-office, it is extremely important for the tool to have the capability to alter out-of-the-box criteria like form fields, workflow, reporting capabilities, and dashboards in order to deliver a solution, which the other functions of the organization would want to use.
  • SIAM or Support for Service Integration and Management: Although its need could be perceived only in a large enterprise, as well as, their IT organizations, there is absolutely no reason why the best practices of SIAM cannot be made applicable to different business functions and smaller businesses.
  • Digital transformation efforts in back-office need higher integration abilities to enable different types of systems deployed by every business function that is being transformed.