About one year ago, Forrester experts published a report to discuss the rise of Enterprise Service Management models inspired – and somehow triggered – by consolidated IT Service Management (ITSM) practices.
ITSM was born from Network Management and IT System Management methodologies, moving them away from a technology-focused approach to address IT users’ needs and issues from a comprehensive point of view. ITSM succeeded in structuring and standardising all communications and exchanges between business users and IT staff, making the IT department more efficient and productive. The Information Technology Infrastructure Library (ITIL, now in its v4 release) played a significant role in achieving all this.
We are now ready to take one step forward, thus introducing the idea of IT Service Performance to monitor and measure the outcomes of ITSM, and how to bring additional value to the organisation and its people.
Let’s consider efficiency first. Thanks to Artificial Intelligence and machine learning algorithms, we are now able to improve help desk and service desk operations significantly, for instance by automatizing some basic tasks or directing users to self-service resolution patterns whenever possible. Productivity increase, therefore, becomes a relevant IT Service Performance Indicator.
User interface – the so-called front end – also comes into play. User experience can be enriched and improved through ChatOps (tools now commonly integrated into instant messaging applications) and Chatbots, which simulate natural language to make interactions more friendly. Even do-it-yourself application stores or ‘Ask a peer’ features are nowadays appreciated, particularly from the increasing number of Millennials and Gen Z staff.
Beyond front end, IT Service Performance can be enhanced in the back end: this requires the implementation of more flexible services to enable quicker and simpler application development, and the highest possible portability. Low-code software development techniques and a microservice-based approach might be helpful in this perspective.
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