IT service management drives successful digital transformation

Share on linkedin
Share on facebook
Share on twitter
Digital Transformation

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 transformation starts with and relies upon how IT services are delivered and their supporting IT resources are managed.

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 conducts their 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 Amazon.com 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 this transformation project came from within their organizations. Some 43% of respondents cited their service desk teams, making them second only to Management (70%). 

More respondents cited their service desk teams as drivers of digital transformation projects than the business (41%) or the customers (30%).

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% of respondents), “Engaged with customers to discuss needs” (65%), and “Engaged with service desk team to discuss implications” (63%).

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.

How best to prepare?

Whether your business is actively pursuing or simply considering a 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.

(See, “Digital transformation requires a better understanding of your IT environment”)

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 

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 ITAM and ITSM can help your business prepare for and pursue digital transformation consistently and successfully.

They also produce useful, actionable reports about your IT environment, for IT managers and business decision makers. 

Virima features 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 is here to help. To get started, contact us today to schedule a demo and explore the possibilities!

Share on linkedin
Share on facebook
Share on twitter

Subscribe to Our Newsletter

More to Explore

To understand the business value of service mapping, it’s important to shift to a service delivery mindset, rather than thinking about delivering infrastructure, equipment, software, and applications. Defining services is relatively simple if thought of as the commoditization of what’s…

Business service mapping – the area of configuration management that perplexes so many IT professionals, yet that which provides the highest value in configuration management database (CMDB) projects. There are several major reasons IT gets stopped when it comes to…

The world of ITSM has changed as technology has shifted from providing tools for administrative support to being fully embedded in the delivery of the business’ core function.  There’s a world of difference between using an accounts payable system to…

The Configuration Management Database (CMDB) provides a single database that contains information about the enterprise’s assets, both logical and physical. In modern service management platforms, it provides core functionality that is referenced by all of the service management practices, including…

The importance of discovery comes from what it provides to the users of the Configuration Management Database (CMDB): trustworthy data and greater speed to value. Without discovery, the CMDB database is built by feeds and data entry, which can lead to…

There is an old saying that you can’t manage something unless you can measure it. IT asset discovery can provide you with accurate and up-to-date data and information about everything you use in IT.  You can then develop metrics using…

The most significant ServiceNow CMDB best practice is having a system with data you can trust. ServiceNow will tell you that, your stakeholders will tell you that, and IT service management (ITSM) professionals will tell you that.  Achieving high-quality configuration…

The value of a configuration management database (CMDB) is undisputed when carefully implemented with a clear plan in place about how the CMDB database will be used and maintained within the organization.  Below is a list of six steps that…

The past decade has introduced a tremendous change in the IT industry. If you were to compare your IT ecosystem today with how it was ten years ago, you would likely find it hard even to recognize that you’re looking…

The time for configuration management database (CMDB) has come! A new decade is upon us, and if you are like most people in the IT industry, you’re spending some time reflecting on what has been accomplished in the past few…