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Overcoming Multiplicity of Channels, Devices, and Clouds for an Enhanced Service Management

Among all significant factors for enhanced customer experience, adoption of disruptive technologies is rapidly materializing as a critical attribute for competitive advantage. Modern consumers as well as young employees look for greater flexibility and better convenience while choosing ways for business interactions.

Majority of services have been built around satisfaction of end users for the same reason. One must understand customer preferences while developing applications and empower these with seamless availability for assured connectivity irrespective communication channel, even while on the move.

Complexities of the digital ecosystem

Meeting ever evolving expectations of modern consumers and employees is an uphill task in the present context of a digital environment. There are no data center specific workloads to manage due to the advent of multi-cloud environments that are the result of integrated public and private cloud adoption.

Organizations have to grapple with a multi-device environment consisting of IoT, internet ready mobiles, and other factors such as BYOD and shadow IT. Moreover, there are devices that may be associated with third-party providers or the enterprises own IT systems.

No service can expect to generate customer engagement if it lacks a multi-channel perspective. Modern business services must offer compatibility with a wide spectrum of communication channels including web chat, video conferencing, social media, and phone to name a few.

Organizations must leverage IT for embracing digital transformation by ensuring that it is an inseparable aspect of the process. IT has great potential to address issues in terms of service delivery. No wonder, most of the C-level meetings involving business strategies, role of digital transformation is always discussed while deliberating plans to focus on new markets.

IT enabled service management is vital for facilitating digital transformation. Leading business magazines have concluded that any business initiative concerning big data, cloud adoption, or mobility must adopt ITSM in order to succeed. However, according to Forbes, there are several challenges being faced by organizations that are trying to involve ITSM to enable digital transformation.

These challenges are mainly associated with growing demand for expert personnel apart from fulfilling training needs of existing staff and procurement of the latest systems. Modern enterprises are also dealing with resource shortages. All these factors are found to exert immense strain on teams that are supposed to deal with service management.

Transforming service management in the IT sector is vital for bringing about digital transformation in any organization.

This can happen in three different business areas such as adoption of cognitive technologies to accelerate service delivery while maintaining the pace of innovation. Secondly, the process of digital transformation must involve various aspects of service delivery including business and human components. This is required for enhanced service delivery and reduced expenditure. Any plan for initiating digital transformation must be directed at satisfying the ever evolving needs and anticipations of customers.

Digital perspective of service management

It is easy to taste the success of digital transformation even by enabling baseline digital initiatives to optimize and standardize the service delivery in an organization. This can be further extended to other aspects of business and IT infrastructures such as heterogeneous cloud environments, in order to provide greater control and visibility.

Maturity of service management by adopting digital initiatives and by following the best practices is imperative for satisfying modern users who are looking forward to always available services irrespective of devices, channels, or locations.

Importance of business specific IT

All efforts to improve IT must not lose the focus of business for assured returns. No part of digital transformation can be accomplished overnight. You must ensure faster marketability of code in more than one way.

• Higher efficiency by developing smaller batch size and more agile processes
• Improved technology adoption by embracing automation to gain capabilities of version-control, application stack and so forth.
• Build a culture to blend business and IT so that both are always in sync with each other.

Unless you have gained an ability to develop the code promptly and deliver it quickly, it would be difficult to exploit digital transformation for incremental earning. This underlines the significance of IT improvement from a business perspective.

You can add great value to your services by allowing seamlessly digital experiences that are backed by assured productivity through improved client engagement. Such services can also provide much needed differentiators.

It is possible to achieve remarkable cost reduction without impacting overall efficiency if you have adopted business specific digital transformation. In fact, these processes can be further reinforced with help of result oriented models to improve financial gains.

Bottom-line

Digital service management is a key to streamline IT infrastructure with business strategy. It also helps smooth and faster operations of digital systems and enables the organization to enjoy a considerable lead in a fiercely competitive IT market.

About Vipin Singh (10 Posts)


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