IT Service Management
Providing service management to organizations has evolved beyond fielding basic service requests and closing tickets. Technology emerges at a much faster pace, some significantly disrupting service delivery. Understanding technology impacts is only the beginning. Then comes leveraging those technologies and placing big bets on the ones to best drive digital transformation
What complicates this situation is that the teams providing service management are continuously asked to do more with fewer resources. Not only do they have to keep up with the waves of technologies as they emerge, but they also need to provide the same levels of support with fewer resources. Leaders are asked to continue to keep the business running while strategically finding ways to evolve.
Employees expect more in their work experience as well. Digital basics and digital natives have grown accustomed to everyday consumer experiences in their personal lives. They now expect the same ease of use in their corporate technologies and want to work in the channels of their choice.