The Influence of ITSM ServiceDesk Plus on Digital Transformation
Digital transformation is a buzzword that every CIO and most senior managers are very concerned about. So, for all the publicity surrounding it, what is digital transformation and is it really happening?
Yes, it’s happening! With the passage of time, "digitalization" has become the driving force of enterprises. In the past few decades, many traditional industries have achieved success through digital transformation, such as Uber, who finally created value in their respective industries.
That is to say, IT and IT service management teams must be pioneers in realizing digital transformation in organizations. The role of IT team is to use existing technology to promote digitalization. Therefore, here are five ITSM trends and themes that we believe can help IT teams improve their digitalization efforts in 2022:
01 "Autopilot" based on artificial intelligence is the way forward
Ten years ago, self-driving cars were able to stop automatically with minimal human intervention, so that they could predict accidents and avoid them on the road. Thanks to artificial intelligence technologies such as machine learning and computer vision, self-driving cars provided an efficient and risk-free means of transportation for human beings.
But cars are not the only thing that can benefit from artificial intelligence. In 2022, automatic automation supporting artificial intelligence will make service desk management easier. Autonomy is any dynamic automation, which can learn from historical data and use real-time data for course correction. This is contrary to the current variant of static automation, which requires manual support at every stage. Automation includes automatic classification, prioritization and assignment of work orders. Sooner or later, these automations will perform transactions for end users, such as creating work orders and approving requests.
02 Is the robot suitable?
Gartner predicts that "by 2022, 25% of customer service operations will use virtual customer assistants or chatbots." We think the same trend also applies to IT service desks. Although chatbots have existed in our service desk for quite a long time, their role in request management has been very small.
With the rapid development of NLP technology, as shown by Google, virtual help desk assistant may soon replace manual work as the first contact point of help desk. In addition, they will be able to perform daily work order management activities, reducing many tedious tasks of the help desk team. For example, a user may report a lost or damaged mobile phone to a virtual service assistant and request to buy a new mobile phone in the same chat.
0ITSM Service Desk Plus is Uber in the "X" era.
Uber technology is used to connect taxi drivers and end users conveniently, which subverts the taxi industry. After Uber, other applications also appeared, providing a series of similar on-demand services for other industries.
However, more and more employees know about technology, which means that enterprises need to provide more than just basic technical services such as e-mail, WiFi and device configuration. IT teams should not limit employees to these basic services, but should be equipped to support newer, more technology-savvy employees who want to explore the benefits of technology. When IT departments are unable to meet the increasing technical needs of employees, they risk seeing more shadow IT activities from skilled users, who may have other ideas for solving work-related challenges.
In 2022, the service desk will play the role of "Uber in the field of science and technology" in enterprises. With the passage of time, the service catalogue in the service desk tool will become the technology market of enterprises. This market can support any service provided by it-approved applications on demand. Adopting this on-demand mode in 2022 will transform the help desk into a technology portal for enterprises.
Privacy, security and more regulations
Today’s service desks contain an amazing amount of personally identifiable information (PII)-usually more than we realize. This information includes the login id, IP address of the end users and the MAC address of the devices they use. Although laws like GDPR only protect EU citizens, there may be more regulations to protect global citizens in the future. If the help desk team hasn’t already done so, they should use 2022 to promote a privacy culture in their business to ensure that the digital journey takes place with minimal risk of data leakage or theft. This work will also be supplemented by ITSM suppliers who can:
Mark the end user data field as PII.
Encrypted data field
Anonymizing end-user data
05 framework is being updated.
IT has been nearly ten years since the last major ITIL update, so many people question the relevance of the old ITIL standard in the current IT environment. In recent years, technologies such as cloud computing, mobile, big data and Internet of Things have brought irreversible changes to enterprise operations, and also affected IT service management. In order to adapt to this developing technological environment, enterprises need to be lean and agile.
As predicted by many analysts, ITIL 4 may see the integration of ITSM processes, which make use of DevOps, Agile and Lean philosophy. New frameworks like VeriSM also claim to take a business-oriented approach to ITSM. The new additions and updates to these existing frameworks emphasize that IT is related to business, so as to be successful in the digital journey.
Disclaimer: The market is risky, so you should be careful in your choice! This article is for reference only, not for sale.