siliconindia | | January 20208onsumers today expect modern-day IT Service Management (ITSM) to consist of streamlined processes, faster turna-round and better service quality available 24/7. Employees desire consumer-level service experiences from their company because it is how life is for them outside work. According to a survey by ITSM tools, only 25 percent of ITSM pro-fessionals think that their IT organization meets employee expectations better than consumer-world companies.Companies should incorporate digitization and tech-nologies that can elevate ITSM and that are both cost and time efficient. Emerging technologies are making it pos-sible for companies to deliver better and consumerized ITSM experiences while increasing the productivity of IT service teams.Emerging ITSM Technologies and Trends to Watch Out ForAutomationITSM automation helps streamline processes by proper prioritization and governance, eliminates repetitive and redundant tasks and improves organizational productiv-ity. By automating manual ITSM functions, organiza-tions can reduce service costs, offer high-quality service, and in turn improve customer & employee experience. Companies must focus on automating simple, redundant processes such as ticketing, resolution of common issues, customer information collection etc., in order to free-up the human workforce so that they can focus on more im-portant tasks. ITSM workflow automation can be catego-rized into three forms - automating incoming tasks in the ITSM tool, automation inside the tool and automation of outbound activity. Incoming Automation - Automates simple incom-ing processes such as ticketing and incident reporting to detect minor issues. Inside-the-tool Automation - This includes automat-ically assigning SLAs, tickets and incidents to the respec-tive technicians for processing. Outbound Automation - This automates outbound activity from the ITSM system, such as sending out rel-evant prompts and information when a user logs in or sending an automated email during downtime, service maintenance etc.Augmented Reality Remote support is an important element of ITSM. Aug-mented Reality (AR) takes remote support to the next lev-el. AR projects or overlays virtual objects on the real en-CBy Krunal Patel, Head - India and South Asia Region Business, TeamViewerWith more than 14 years of sales and business management experience, Patel has held key positions in several renowned companies in the technology and enterprise software industry.EMERGING TECHNOLOGIES AND TRENDS TRANSFORMING IT SERVICE MANAGEMENT IN MY OPINION
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