Paving the Road for Digital Transformation with ITSM and ITIL 4

A crucial by-product of the ongoing pandemic is that companies’ need to serve a dispersed, remote workforce had better accelerated the pace of many organizations’ digital transformation strategies. 

However, information technology is not exclusively about increased technology exploitation; it is also based on changes to the human and process components of business capabilities enabled by digital transformation managed service providers. This, upon reflection, is consistent with the venerable ITIL and IT service management (ITSM) slogan of “people, operation, and technology.” 

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Blending the ITSM and ITIL 4 for the digital transformation  

ITSM has existed in the form of the original ITIL professional standards for over three decades. Many businesses are undergoing a digital transformation for over a century, at least in early adopters. And ITIL 4 is about to take off in terms of acceptance, with the ITIL 4 Managing Qualified content’s arrival. 

They may have been born in various decades and with varying views on progress. Still, in certain respects, it is incorrect to think of them as distinct entities, with digital transition affecting the introduction of ITSM and ITIL 4 and ITSM and ITIL 4 serving as a critical enabler of digital transformation. 

Adopting ITIL 4 and ITSM as a way of digital transformation 

When considering what digital transformation is, you have already seen enough seminars and read sufficient blogs or articles to understand that it is about three distinct areas of change that all lead to improved business operations and outcomes –  

  • Next-generation goods and services and related revenue streams can be developed using a digital transformation managed service provider. 
  • These technologies and data enable us to deliver new levels of consumer engagement in innovative ways, personalized ways, meaningful ways, and less costly ways.” 
  • Shifting back-office operations away from process to a platform enables businesses to deliver and support new products and services while improving customer interactions. 

However, have you found a third of these categories about ITSM and ITIL 4? And this is not to suggest that an enterprise service management approach cannot use technology to expand ITSM abilities to other functional areas such as human capital (HR) and facilities management. Other than that, have you considered that your ITSM capabilities – whether ITIL-aligned or approach agnostic – can require a change to meet your business’s growing needs? 

That is, we in ITSM roles may be trying to “sell” our capabilities to other business functions to help them transform their rear operations. Businesses will first need to reinforce the ITSM capabilities and outcomes offered by digital transformation managed service providers to provide effectively and support new products and services.  

How ITSM and ITIL 4 paves the way for digital transformation 

The implementation of ITIL 4 is likely an essential enabler for your organization’s digital transformation. Since these new products and enhanced customer interaction techniques are technologically based, your IT services also must be technology appropriate. Without ITSM service delivery and these two of these two recent front-office features will be subpar. 

Additionally, with service management strategies, you can allow other business functions to remove their outdated, monotonous processes or provide automation, made possible by ITSM and other modernization tools, with workflows and productivity features created possible modern ITSM. 

What this means for CIOs and their ITSM teams 

A critical aspect of comprehending the necessary ITSM capabilities and the necessary improvements to the status quo is that all three digital transformation elements use technology and data. It is critical to remember that digital transformation managed service provider digital transformation is not simply about more and better technology. Rather than that, it is about the improved industry. 

Consider the people-related change. 

In the world that is being more and more digitally transformed, getting the right people, in the right positions, with the correct mindset is extremely important. Additionally, the ability to collaborate with modern technologies in IT services and support is more prevalent today than ever before.” 

There is also the need to be customer-centric and resource-focused nowadays. That means more than just technological factors are at play in the employee mindset. 

However, it is an organizational reform and a big people issue before hiring a digital transformation managed service provider. ITIL4 approach includes enterprise change management as one of the latest management strategies 

Consider the process-related change. 

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Here, it is essential to place a premium on the importance of your organization’s ITSM/ITIL processes and operations rather than on their mechanisms. Thus, it is not what is done that matters but what is accomplished due to what is done. 

Additionally, IT must deliver and support consumer-like capabilities in the enterprise, which affects the ITSM systems and the infrastructure and personnel that support them. Adopting ITIL 4 will assist in this endeavor. This body of ITSM best practices provides advice on transition factors such as value, emerging technology, and employee experience on managed services capability. 

Consider the technology-related change. 

ITSM technology must seamlessly work with enterprise-wide business processes, particularly in back-office areas that leverage the services digital transformation managed service provider. The problem is not with technology; it is with its use in work and results. 

Consumer-like self-service features that do not restrict the employees’ access to self-service and self-help to portals. 

No-code workflow and development design technologies allow non-developers to develop new capabilities to assist them in their work and achieve positive results rapidly. 

The adoption of capabilities provided by artificial intelligence. Intelligent ticket management, virtual agents, and data modeling are only a few examples. 

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