Transforming Information Technology Service Management (ITSM) into Business Technology Service Management
When you consider the transformation of IT in many organizations from enabling function to strategic partner, it’s becoming clear that the business of technology and how it’s monitored and managed has the potential to empower or limit an organization’s ability to deliver on its strategy. Putting business back into ITSM In today’s highly complex IT environments, Information Technology Service Management (ITSM) is about balancing cost pressures and service levels, while establishing effective external partnerships. That takes care of one side of the balance sheet—expenses, but what about revenue side? As Bill Bulkeley explains in his article, How to be a modern CIO by staying relevant in the cloud computing era, forward thinking CIOs are seeing more than technology and information. They’re spotting opportunities to apply technology that also drives business. Look at the explosive growth in mobile technologies. When you consider the use of mobile in organizations—66% sales, 65% field service, 45% customer service (2011 State of the CIO, CIO Magazine)—the opportunity to leverage the technology to not only support, but also to grow the business represents significant potential. And in addition to determining whether the innovation is developed in house or outsourced, the role of IT is that of a business line manager answering business questions: How can this improve my business? What is the investment and what is the payback? Get your head in the cloud One of the most influential changes to affect ITSM has been the cloud. Bulkeley explains that much of the CIO domain—infrastructure, capacity planning, etc.—has moved to the cloud. Therefore, CIOs have become mangers of services, who establish and deliver on service levels. Add to that the fact that cloud technologies that have inspired a host of out-of-the-box and easy-to-implement IT products, such as Vblock and Nimsoft’s IT help desk solution, Unified Service Desk Management, business line executives are now embracing and making decisions on these new IT products. Yet the impact of IT touches every aspect of the enterprise, and as Bulkeley says, no one has greater insight into the entire organization than IT. In fact, according to a CIO Magazine 2011 State of the CIO report, over the next three to five years, CIOs will spend 54 percent of their time driving business innovation and 38 percent of their time developing and refining business strategy. As CIOs play a more strategic role, so too will ITSM. The organization’s ability to effectively monitor and manage the service desk will have even greater influence on business results. CIOs who are more effective at monitoring the end-to-end infrastructure will not only run a more efficient service operation, but also will have more time to spot technology trends that can drive new business. Schedule a ITSM demo and learn how the Nimsoft Service Desk approach to ITSM adds greater value to the one IT resource that touches every aspect of the enterprise.