Workplace automation

Service management platforms are designed to structure and automate processes. They allow the status of each process to be tracked and ensure faster turnaround times and automated workflows. As a result, limited personnel resources can be used more effectively and faster, higher-quality service can be delivered.

ITSM (IT Service Management) builds a bridge between IT and the customer. The focus shifts from pure information technology to a customer- and service-oriented approach, with the goal of ensuring and monitoring business services to improve efficiency, process quality and cost-effectiveness.

In practice

The Information Technology Infrastructure Library (ITIL) is a best practice framework that describes how ITSM can be implemented in practice. It includes 26 core processes, functions and roles that define IT service operations. However, not all ITIL processes need to be implemented in every organization. Companies can select the services that best suit their business. Incident Management, Change Management, and Problem Management are among the most commonly used processes in practice.

Choosing an ITSM tool

There is a wide range of ITSM tools offering various solutions. When selecting the right tool, it’s important to first understand the specific needs and requirements it must fulfill. Secondly, it’s crucial to ensure that adequate support is available - e.g., in Germany. A German company might find a perfect solution, but if the provider is focused primarily on the U.S. market, local support may be limited, which could be a disadvantage. Other factors to consider include how well ITIL is already established in the company, the importance of cloud adoption, and industry-specific requirements. Only after these questions are answered can the best tool be selected.

Application Platform as a Service (aPaaS)

An aPaaS is an example of a cloud environment. It is used to build, test and run applications within a company to automate work. Data is stored in the cloud rather than on local computers, allowing users to access the platform and data from anywhere via a web browser. Data collection and storage, workflow automation and report generation all take place within the same platform. It is a data system accessible from multiple user interfaces that maps all business activities in a single environment. Beyond ITSM, such solutions can also automate other departments such as HR, Marketing or Facility Management. ITSM tools act as a Single System of Record, consolidating all service-related matters of a company. They enable full process digitization - from booking business trips via a record producer, onboarding new employees with an order guide (including managing smartphones, laptops, and access cards), to ordering supplies or booking training sessions.

All these services can be ordered and automated via a catalog. Actions related to orders, such as error reporting, can be managed independently by users. This frees up valuable time for innovative projects. With service management platforms, services become as easy to order and consume as those from online providers in everyday life.
Enterprise Service Management platforms, such as those offered by SVA, provide these and many other capabilities to support digital transformation.

IoT & ITSM – Process digitization

Combining IoT and Big Data with such platforms opens up entirely new dimensions for non-IT processes. For example, Facility Management can be quickly and easily integrated into such a platform and made orderable. By linking infrastructure with IoT sensors, the status of buildings, heating systems or other assets can be monitored, enabling rapid response to issues. Additionally, the use of Big Data, Artificial Intelligence (AI) and Machine Learning on such platforms allows for predictive maintenance - identifying failures before they occur.

Market-defining Trends

IT trends are constantly evolving. Key market-defining trends include:

• IT Security
• Cloud Computing
• IoT
• Industry 4.0
• Big Data
• Digital Platforms
• Artificial Intelligence

Companies should not ignore these trends but respond to increasing digitalization with intelligent solutions. When used correctly, AI and Enterprise Service Management (ESM) create the freedom needed to respond to these developments with innovative ideas. This is especially important in light of the growing skills shortage - as task lists grow and expectations rise, automation can help both employers and employees alike.

Challenges

Five percent of companies still lack both ITSM and ESM tools - especially smaller firms with up to 1,000 employees. The challenge is to find a suitable ESM tool that includes all necessary functions. Key selection criteria include integration capabilities, cloud brokering/hybrid cloud support, and ITIL compatibility. The solution should be usable across all departments and allow flexible process modeling. Other important features include service automation, a robust Configuration Management Database (CMDB), social media interfaces, predictive analytics, financial management and service design.

Conclusion

By combining ITSM, ITIL, and ITSM tools, companies can leverage the benefits of innovative platforms for End-User Computing (EUC) and Enterprise Service Management (ESM). Users gain cross-device access to all necessary tools, data, and services - thanks to well-defined processes configured on their service management platform. Service management platforms thus offer the opportunity to elevate IT and other departmental services to a new level.