Digitization provides an opportunity to do more, execute tasks differently, move faster, and—ultimately—drive better performance. It’s a revolution that’s touching all aspects of business—including IT service management (ITSM).
One thing that has become painfully obvious is that traditional and manual ITSM tools simply cannot keep up in the digital era. This also explains why many millennials and digital natives are choosing to avoid the slow and unresponsive service desk. Some are even bypassing internal IT altogether.
Businesses must therefore do a better job of engaging the digital workforce—to accommodate modern expectations for applications that are intuitive and leverage consumer-oriented technologies. They must explore new ways to boost the efficiency and productivity of service desk agents—and the IT teams that support them. They must also think creatively and consider alternate deployment methods that provide greater choice, preserve data sovereignty, and help lower the total cost of ownership (TCO) for service management. Essentially, it means modernizing the entire service desk operation with an ITSM toolset designed specifically for the digital age.