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Transform IT Service Management

We constantly encounter common problems on the path to improving service management, whether facing users or seeking to make internal work more efficient, which are repeated in almost all companies regardless of size or sector. to which they belong.


Although most organizations have been striving for years to apply the best practices in the IT market or even take them to other areas, not all have had the expected success, since the constant evolution of business and consumer expectations of services It has made some solutions and the way they used to be designed or deployed obsolete. A specific case of this is that of software solutions that can become rigid and unproductive due to the inability to keep up with the pace of evolution demanded by the services of each business.

This is where automation has a place as one of the great themes for business transformation, specifically, in terms of the automation of processes to be able to support what we as an organization provide: services. It is very common to hear talk about workflows today, since almost all software solutions seek to manage some type of processes. Important aspects in the strategies for process automation include determining which tasks can be automated, facilities provided by the solution on which we are going to develop or configure, as well as the scalability of the workflows, in terms of effort and time necessary to deploy them, so that we can guarantee the expected availability of the service and support future changes in an agile way.

Within the scope of what automation is, today more than ever we must keep in mind those solutions that allow us to provide immediate responses, such is the case of a virtual agent that can attend to the requirements of our users 24 hours a day. Another technology is machine learning that can predict the behavior of certain metrics or the correct assignment of a case or incident, which saves efforts and costs, due to the typical human errors of poor assignment.

As an exercise, an interesting question to ask is: How long does it take to enable a new service in our catalog? Assuming something as simple as being supported by a workflow with authorizations, which can generate various types of tasks assigned to different areas of the services, companies, that, in addition, the end user can track their orders, without forgetting that whoever manages the delivery of said service must have all the appropriate indicators. It seems simple, right?

It is also important to mention the relevance that currently implies not only providing a service, but also offering better experiences to our consumers , experiences that generate a positive emotion when consuming them, causing our clients to return to consume more and of course speak well of we. There are many cases of this type of experience offered by applications for personal use, and they have transformed our lives and the way we do things. Having said the above, a good question would be why not provoke these types of experiences within our companies?

Three axes that cannot be left out of the radar of those companies that today want to transform IT service management are:
  • Single registration and action system for all processes and initiatives.

  • Automate all routine work, quickly and easily.

  • Deliver better experiences to our consumers.

Although the aspects when selecting a specific solution for any organization are many more than those discussed here, the topics discussed here are current reference points on which we suggest focusing in any analysis.

Finally, and for those who today need to transform the management of IT services, it is always suggested to search and access recent reports from analysts such as Gartner, Forrester, among others, where they can find in much more detail the leading solutions with their strengths and weaknesses.

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