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Why Is ITSM Essential For Digital Transformation Of Your Organization?
Fremont, CA: The speed of digital transformation is quickening as businesses prepare for the future, necessitating IT service management or ITSM to adapt and modernize.
According to a report, more than 60percent of enterprises are changing or boosting their technology spending to pivot their companies to the digital future, focusing on technologies with a faster change velocity, and those are more business-critical.
Service management needs to become more agile and accessible to cope with this fast-paced environment and the expectations that come with it.
One might be wondering why service management has to evolve in the first place. Shouldn't ITSM, amid all the change, be a constant? Traditional ITSM will continue to exist in some form, particularly for supporting record-keeping systems.
However, given how quickly digital transformation has progressed in the last 18 months, ITSM will need to adapt. Here's what to anticipate.
One will need to implement current support technologies to enable new operating models and ensure long-term service delivery. Let's see major contemporary support areas considered as part of its digital transformation and progress.
- Artificial intelligence (AI) and machine learning (ML)
Artificial intelligence (AI) and machine learning (ML) are significant drivers in modern service management. AI can help with tasks, requests, and actions on the IT service desk on its own, and AITSM, as defined by Gartner, adds AI to ITSM to help with duties, requests, and actions on the IT service desk. It can assist infrastructure and operations workers in increasing their overall effectiveness and efficiency while also reducing mistakes.
When combined with machine learning, AITSM can offer an intuitive experience that improves over time. The program will better comprehend user intent, forecast future difficulties, deliver relevant search results, and even engage via intelligent automation like AI-powered chatbots by evaluating user data, incident patterns, and search behaviors that are constantly input.
- Intelligent knowledge management
Intelligent knowledge management extends beyond typical wiki pages to provide contextualized, guided information delivery across various channels, including Microsoft Teams or comparable collaborative tools, self-service online portals, and multi-experience applications.