ITSM in 2019: Are You Ready for Digital Transformation?

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It’s coming, and it’s going to change how you deliver and manage services

The growth and pervasiveness of connected digital technologies has transformed how almost everything gets manufactured, delivered, bought, and sold around the world. This unrelenting transformative force compels almost every business to pursue some form of digital transformation. And at most businesses, that digital transformation starts with and relies upon how IT services are delivered and their supporting IT resources are managed.

Digital Transformation: It Often Starts at the Service Desk

“Digital transformation” means different things to different businesses. Generally, however, the term refers to evolving how a business does business in response to increasing digitalization of supply chains and buyer journeys.

One factor pushing businesses toward digital transformation is the ease of use of consumer-oriented digital services, from to eBay to Pokémon GO. Workers increasingly challenge IT leaders and teams to deliver business applications and services as easy to navigate and use as the online shopping and entertainment options those workers use when they’re not working.

In March and April of 2018, the Service Desk Institute (SDI) conducted a survey of service desk professionals. The subject of the survey was digital transformation. Nearly half the respondents to that survey (43 percent) said their service desk teams had already undertaken at least one digital transformation project. An additional 26 percent said they had plans for such a project “in the near future.”

Respondents were also asked about where the push to undertake a digital transformation project came from within their organizations. Some 43 percent of respondents cited their service desk teams, making them second only to “Management” (70 percent). More respondents cited their service desk teams as drivers of digital transformation projects than “The Business” (41 percent) or “The Customers” (30 percent).

In that same survey, respondents were also asked how they prepared for their digital transformation projects. The three most popular responses were “Reviewed and/or refined processes” (67 percent of respondents), “Engaged with customers to discuss needs” (65 percent), and “Engaged with service desk team to discuss implications” (63 percent).

These survey results make two things clear. Many organizations are pursuing or planning to pursue digital transformation projects. And those responsible for delivering, supporting, and managing IT-powered services are often on the front lines of these efforts.

Digital Transformation: How Best to Prepare?

Whether your business is actively pursuing or simply considering a digital transformation project, you want to make sure it and future efforts are built on a solid foundation. This means you need effective IT service management (ITSM) and IT asset management (ITAM), as well as a comprehensive, flexible configuration management database (CMDB).

These resources will provide maximum usable information about your IT estate, including the interconnections that link your IT assets to each other, your IT and business services, and your users. That information will enable you to identify, prioritize, and successfully pursue your digital transformation projects, and improve service delivery generally as well.

As digital transformation takes root across your business, your ITAM and ITSM efforts must be tightly integrated with your cyber security measures. This is especially true if any Internet of Things (IoT) deployments are on the horizon. IoT devices often lack manageability and security features, and are frequently targeted as illicit entry points into corporate networks (A webinar co-hosted by Virima and follow-up address the bringing together of IT and cyber security operations and management in detail.)

If your business isn’t already pursuing digital transformation, it likely soon will be. Before those efforts move much further along, you and your team should ensure your IT management resources and processes are up to the challenge. With the right management solutions and business-driven processes in place, your business can pursue digital transformation confidently, effectively, and securely, in 2019 and beyond.

Virima: Your Digital Transformation Partner

Virima’s solutions for IT asset management (ITAM) and IT service management (ITSM) can help your business prepare for and pursue digital transformation consistently and successfully. Virima solutions can automatically discover and map your critical IT resources and the interconnections that link them to one another, your applications and services, and your users. Virima solutions are easy to use and configure, and designed to work well with each other. They also produce useful, actionable reports about your IT environment, for IT managers and business decision makers. These features can help you and your IT management team achieve and sustain digital transformation for your business, effectively and securely.

Learn more about Virima’s IT and service management solutions online, or contact Virima today. Let us help your business achieve its digital transformation goals, today and tomorrow.



Headquartered in Atlanta, GA., Virima Technologies is an innovator of cloud-based and on-premise IT Asset Management and IT Service Management (ITAM & ITSM) solutions. Through advanced infrastructure discovery and visualization capabilities, Virima links the business processes to the technology and services business rely upon. Virima automates IT operations functions enabling improved service, security, risk and compliance management. The ITAM and ITSM capabilities of Virima deliver insight and value to each of their clients, enabling them to address their entire IT operational needs.

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