IT service management referred as ITSM is all about how IT teams manage the end-to-end delivery of IT services to customers. This includes all the processes and activities to audit, design, prototype, deliver, and support IT services towards their clients or themselves. At core, ITSM is a service. An ITSM scenario involves asking for new hardware like a PC or a laptop. One has to submit a request through a portal, filling out a ticket and then kick off a responsive workflow. This ticket lands in the IT team’s queue, then is sorted and addressed according to priority. Due to these day-to-day interactions with IT, individuals often confuse ITSM as basic IT support. On the contrary, ITSM involves everything in a workplace technology, laptops, servers, to business-critical software applications etc.
In the current scenario, ITSM tools are not in sync with the speed of business. Companies across the globe are struggling with poor UX, lack in agility, automation and the cost of ownership. As well, the IT systems used by different departments have created different silos in the organization. Not only are these, the real risk of legacy systems:
- High Costs: On-premise systems involve complex customizations and integrations that contribute to costs.
- Complex network: Central visibility, tracking and reporting are a problem.
- Lack of Agility: Business innovations and strategic business goals are not in sync with each other when it comes to legacy systems.
So, even if it is clear that a digital transformation is needed towards IT modernization, yet organizations are reluctant for this move. This is understandable. The previous experience of time-consuming and heavy cost implementations leaves the C-suite weary and worried about the new experience. But, migrations to modernized ITSM platforms are different due to the following reasons:
- Existing tools are in place
- Modern ITSM makes implementation seamless
- Cloud-based saves time and money
Benefits of IT modernization:
If the enterprises have silos of products, it’s impossible to reap benefits from IT modernization. With a well-planned migration to an integrated cloud platform, the benefits will be much more and better. The benefits are as follows:
- Streamlined service delivery: Reduce costs and complexity and enable consistent service management processes throughout your entire IT organization when you consolidate multiple service desks onto a single, integrated service management platform.
- Accelerate your services: Deliver services with speed, consistency, and accuracy using automated service management processes that are configured consistently and support process flows, approvals, and notifications.
- Achieve consumer-like experiences: Provide a superior user experience that’s as easy for people to use as their consumer apps and is integrated with your backend service delivery. Thus, enterprises should replace legacy ITSM systems with Modern platforms to get business boost and seamless connect.
