ITSM: The Super Power of European Entrepreneurs! Top 10 Novelties for CIOs to Venture

CIO Applications Europe | Thursday, August 29, 2019

European entrepreneurs' race for deploying ITSM services reveals that it has become an imperative part of achieving business prosperity.  

FREMONT, CA: A strategic approach to IT service management today is imperative for organisations working to streamline service delivery and achieving customer success. A strategic ITSM provides more value to the customer and helps enterprises gain improvements in return on investment. While global megatrends are sweeping through the ITSM market, Europe is maintaining million worth demand for leveraging latest ITSM tools. Strategic ITSM can be defined as adopting the ITSM approach for designing, providing, managing the way IT is used within an enterprise to ensure that IT services are aligned their ultimate business objectives. It makes sure that the right people and the right technologies are in place for an enterprise to meet its goals. Emerging innovations that are shaping the ITSM landscape and they will drive the years ahead for enterprises. Well, here CIOs have it, the biggest innovations they must invest in for shaping their ongoing conversation on ITSM.

• Service Automation with Automated Ticket Routing

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Automation is a hot topic among enterprises, and it is continuously gaining momentum. The quest to automate as much of service and processes among European companies made ITSM providers focus on artificial intelligence to get better at interacting with the need. The IT service desk staff cannot spot every trend and pattern, and they will be better at their job if technology can handle a portion of it for them. Gone are the days of an agent parsing through a ticket queue which may slow down service delivery. Routing automation can send every ticket to the right place, so the appropriate technician gets to work immediately upon the submission of the ticket. This can be a valuable tool to assist in the incident, problem, and change management, as it will directly open doors into the communication between configuration items with the enterprise.

• IT Self Service System

Self-services visions to empower the end-user, and it helps to free up resources and to reduce ticket volume. Whatever the reason for investing in IT self service, the portal should ensure user-oriented experience. Companies across Europe are accomplishing this objective by employing chatbot technology to enhance the user experience to navigate the enterprise's knowledge management system. Building analytical tools is also an emerging trend among enterprises that CIOs can invest in. Business leaders must ensure that analytical tools implemented are continuously improving user experience over time.

• Artificial Intelligence-based IT Operations

What artificial intelligence could do for ITSM is still a major area of focus among European business leaders. AI is making ticketing process more efficient by telling how many tickets are in the queue and providing suggestions on how to resolve the easiest tickets faster. AI service desk can also assist the IT team with their work by predefining processes, automate redundant tasks, set reminders, filter projects, and many more. Using AI to automate tedious tasks is an excellent way to grant the IT team members freedom to focus on their greatest skills as well as growth opportunities.

• Performance Analytics

Performance Analytics puts the power of data in the hands of the stakeholders and subject matter experts who are responsible for successful service delivery. With that, enterprises can monitor current and previous performance to identify areas for improvement and detect service bottlenecks, which brings clarity to matters and re-direct service coverage where it is needed the most. Performance analytics can quickly pinpoint areas where automation and self-service can improve efficiency, reduce costs, and deliver exceptional customer experiences. CIOs can ultimately drive the business forward and accelerate results by aligning self-service and automation operations with company strategy.

• Asset and Cost Management

This feature of ITSM service allows enterprises to know what assets they have, where they are, who uses them, how they are configured, and what they cost. This helps automate the IT assets lifecycle with workflow and tracks the financial, and inventory details of hardware and devices along with non-IT assets throughout their life cycle. This feature can also record all maintenance activity and allow enterprises to perform regular audits until asset retirement. Deploying this innovation can facilitate enterprises with control of assets, reduced asset costs, and asset policies and regulatory requirements enforced.

• Virtual Agents

Virtual agents or enterprise chatbots are potent to resolve common requests, increase customer satisfaction, and keep agents focused on what matters the most. It improves service by providing customers and employees with instant support round the clock. They are capable of reducing agent workload by resolving common requests so that employees can invest their time in more complex inquiries. All these efforts can ultimately translate to business efficiency by lowering costs and managing a higher volume of routine tasks.

• Incident Management

The added feature of ITSM—prevalent among European entrepreneurs —incident management keeps employees productive by ensuring business continuity with streamlined service restoration. Incident management connects the end-user with IT through mobile service or virtual agents. By leveraging machine learning to route incidents to the right resolution groups automatically. It helps improve transparency and customer satisfaction with easy end-user access to communications, updates, and work-related activities. Implementing incident management feature with ITSM service can accelerate service restoration, deliver better customer experience, and fuel continual service improvement with role-based dashboards, performance metrics, and real-time analytics.

• Agent Intelligence

With the feature of agent intelligence, enterprises can resolve issues faster using machine learning to intelligently categorise, route and prioritise and assign topics based on recommendations based on patterns and contexts. Using the power of machine learning and historical data, it automatically categorises tasks, which can result in it decreased resolution times and errors through accurate classification. This ITSM boon increases the agent productivity for businesses by saving time spent manually identifying significant incidents and problems.

• Change and Release Management

With ITSM change and management IT leaders can control IT change processes for creation, risk assessment, conflict detection, and approval of environmental changes. It helps schedule requests easily and assesses risks with dynamic impact calculations. This innovation coordinates change processes across IT with a single, auditable repository of all planned IT changes. It can ultimately improve service relationships with prescriptive changes.

• Onsite Walk-Up Venue

The onsite walk-up venue is an easily accessible, optimised channel for capturing and managing face to face IT support requests. Online check-in, transparent queue estimates, and automated notifications are the perks provided for the customers, which make the best use of their time while improving the service experience with customer satisfaction. Staffs can get real-time inventory data that allows them to deliver faster, more predictive service. IT service managers can harness the dashboard for insights to drive staffing and other business requirements. With full visibility into inventory levels and service times walk up venues manages demand effectively making it a worthwhile investment for CIOs.

By investing in and consolidating the above ITSM applications, CIOs can indeed transform the impact, speed, and delivery of IT. Selecting the right apps for where the organisation is and hoping to reach makes the core consideration for CIOs in the ITSM tool selection. Leaders should have a sound evaluation and understanding of the enterprises' current position for utilizing the ITSM model. Make sure to invest them in a way that will bring the most return on investment. The net of this is that CIOs have much more to consider well beyond the initial purchase. Ready to roll? Then clear the decks! Kind wishes!

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