Remember IT Service Management (ITSM)? If you’re already yawning and imagining that it’s all about filing tickets and fixing issues, then think again.
Those days are long gone. ITSM today, is a proactive powerhouse—no longer just designed for ‘managing information technology (IT)’, but empowering IT.
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In the past few years, ITSM has evolved from reactive troubleshooting to proactive problem-solving, aiming to proactively resolve issues before they arise. This shift is driven by three key pillars: smarter Processes, stronger Platforms, and specialized Providers.
Together, these pillars have elevated ITSM to an agile, artificial intelligence (AI)-powered engine that doesn’t just support the business—it actively drives it forward. Let’s explore how each of these components fuels the change.
Processes: DataOps to AIOps
Not long ago, the buzzword in ITSM was DataOps. It brought the agility of DevOps into the world of data, revolutionizing data management by automating processes for ingesting and processing large data sets. In the process helping enterprises derive actionable insights, and transforming it from a hassle into a streamlined, reliable machine, but that was just the start.
Enter AIOps—a game-changer. AIOps (AI-driven IT operations) does all that DataOps did and then a lot more! Not only managing data, but also analyzing it and proactively solving IT issues, while using machine learning models before they even arise. With use cases such as automated event correlation, anomaly detection, and predictive analytics, AIOps transforms ITSM into a proactive, intelligent system—shifting the focus from fixing problems to preventing them.
Platforms: foundation of intelligent ITSM
As we explore processes, it’s essential to acknowledge the platforms that power them. Leading the charge in ITSM platforms is ServiceNow. If these platforms were superheroes, ServiceNow would undoubtedly be Iron Man— continually redefining the boundaries of what’s possible in this space.
Consider the Now Platform for instance. With its Now Assist application, enterprises get access to integrated generative AI (gen AI) capabilities such as AI-powered search summarization, knowledge creation, and incident management—all in one, empowering its users to resolve routine IT issues independently—significantly reducing the strain on IT teams.
Moreover, ServiceNow’s latest Xanadu release further elevates its ITSM portfolio with the introduction of AI agents, shifting the play from static, rule-based workflows to dynamic, self-optimizing processes. We are already witnessing AI agents collaborating to automate complex tasks, while human oversight ensures optimal outcomes. This evolution transforms employee experience, enabling virtual agents to act as personal service desks and broadening live agents’ roles from handling tickets to overseeing intelligent agent interactions and taking strategic decisions.
ITSM Specialists: the final piece of the transformation puzzle
As we stand at this pivotal phase in ITSM’s evolution, with platform giants like ServiceNow ITSM, Atlassian Jira, BMC Helix ITSM, Ivanti, ManageEngine, Freshworks, and many more spearheading transformative advancements, it’s vital to recognize the essential role of specialist providers, in making these innovations accessible and impactful for enterprises. These experts are more than just supporters of ITSM growth—they’re the driving force behind it.
Recently, enterprises have increasingly chosen specialist providers over large service firms to cater tailored requirements. Specialists offer deeper technical expertise, flexible contracts, and superior client management skills, empowering enterprises to go beyond one-size-fits-all solutions and instead build custom applications and industry-aligned ITSM capabilities that cater directly to unique operational demands that help boost user satisfaction.
Here are some key case studies highlighting how specialist providers have delivered impactful results through customized ITSM solutions:
With the growing impact of specialist providers in the ITSM ecosystem such as Inmorphis, Happiest Minds, AutomationEdge, Synoptek, Mobile Reach, plat4mation, Advance Solutions Corp. (ADVANCE), and many more we’re excited to announce the launch of our ITSM Specialist PEAK Matrix Assessment 2024.
In case, you’re interested in learning more about this assessment process or wish to participate, please schedule a call using this Calendly link: https://calendly.com/d/5hn-wfj-g5x/discussion-with-everest-group
If you found this blog interesting, check out our blog focusing on Unpacking The Potential Of A Hybrid Copilot Strategy: A Roadmap For Success | Blog – Everest Group, which delves deeper into another topic in the Engineering & Information Tech service line.
For further discussion, please contact Shivam Jaiswal ([email protected]), Prabhneet Kaur ([email protected]), and Udit Singh ([email protected]).
