Rethinking IT Service Management.
A New Model of Seamless IT for the Modern Workforce.
Discover how EXPO.e’s ITSM solutions, powered by ServiceNow®, can transform your IT operations with rapid deployment, advanced security, and full compliance. Download the whitepaper today.
A world-classITSM solution.
Case studies.
Conclusion.
All organisations will have some sort of IT Service Management (ITSM) platform in place, so employees always have a clear point of contact to raise any issues related to the performance or security of their digital tools. However, in light of the growing complexity of IT systems - largely driven by the rise of the distributed workforce, an increasingly stringent, regulatory landscape, and an ever-growing range of cyber threats - implementing a fit-for-purpose ITSM platform often proves easier said than done. However, ITSM is no longer a ‘nice to have’ - it is not only a foundational element of seamless, secure IT, but a requirement for a growing number of projects, particularly across the public sector. In this report, we will explore the different elements of modern IT workflows, the challenges that come with establishing the systems and processes that serve as their foundation, and how a blend of the right technology platforms with the right support around design and implementation will open the door to a new breed of ITSM.
Highly efficient, highly available IT support.
Change and release management.
Streamlined service configuration and release management.
Holistic management and reporting.
Full scalability and potential for integration.
Multiple channels of communication available.
End-to-end case management.
Seamless integration with IT Operations Management (ITOM).
As with any investment in new technologies, a number of key factors must be considered when designing, implementing, and managing an ITSM solution. We would strongly advise treating the following areas as foundational for the successful design, deployment, and management of a world-class solution.
The ability to bid with confidence on the most sought-after public sector contracts requires organisations to be active on the appropriate frameworks, and to have earned a number of universally recognised accreditations. For example, G-Cloud bids not only require organisations to have ITSM tooling in place, but to have done so in full compliance with the ITIL standard. Any ITSM deployment must take this into account, with all compliance obligations factored into the tooling, even if this involves customisation of a prebuilt solution.
While, at their core, ITSM platforms will always be workflow management tools, modern workflows are increasingly complex and interconnected, and so the platforms that support them must evolve in kind. Aspects of IT that were previously highly siloed now interconnect with other aspects of organisations’ day-to-day operations, such as HR, and contact centre environments. In such cases, ITSM platforms must be able to accommodate a growing range of channels and securely integrate with existing systems, supporting the ongoing convergence of ITSM and ITOM.
Assuming robust cyber security processes and systems can be retrofitted on top of an existing solution is a mistake. With the cyber threat landscape evolving at an unprecedented rate, any ITSM solution must be intelligently integrated with the organisation’s wider security ecosystem. This must also take sector-specific compliance obligations around the handling of sensitive data into account.
With an increasingly distributed workforce and the growing popularity of the BYOD model, asset management is an evolving challenge for IT teams, who must ensure employees are able to continue making use of their preferred devices, both in the office and when working remotely, while ensure security protocols are consistently adhered to, legacy technologies phased out when appropriate, and full cost control maintained.
The breadth and complexity of modern IT means that an exclusively manual approach to monitoring, security, and asset management is no longer enough. AI-based automation has huge potential here, particularly when it comes to areas like service mapping and CMDB discovery, which are typically extremely complex and time-consuming, limiting the time that can be spent on business-critical activities and the successful resolution of complex tickets. When AI-powered workflows are intelligently implemented within the appropriate areas of an ITSM deployment, IT shifts from reactive processes to predictive ones, identifying and mitigating potential issues before end users are even aware of them - one of the foundational elements of effective ITOM that, ultimately, results in smoother day-to-day operations at all levels.
Taking all these challenges into account, designing, implementing, and managing an effective service desk operation completely in-house is frequently impractical for internal IT teams. Prebuilt solutions, such as ServiceNow®, are an obvious answer, but these come with their own challenges when it comes to implementation. The diverse, dynamic nature of modern workflows, the rapid rise of AI, and the complexity of the regulatory landscape means that some level of tooling will inevitably be necessary, putting a further strain on internal resources.
