The changing world of the ITSM toolkit.
The role of the ITSM toolkit has changed dramatically over the last 10 years from a simple ticket logging solution to an intelligent, integrated single pane of glass capable of automating complex workflows on a global scale.
Utilising these advances in the technology may sound like a logical and simple thing, however a big change in thinking and approach is required. While this is not the easiest of projects to undertake (after all changing any organisation is not without its challenges) the reward will far outweigh the risk.
In order to start this journey, first you must understand where you are now, what capabilities do you already have and what are available from your existing toolkit in the way of add-on's - do they match your vision?
Secondly, look at what you do well - look at your processes and procedures, your business services, your existing technology - really focus on them and ask yourself one question, can I automate and orchestrate this? As easy as that sounds, it is shocking how many organisations are not doing this and it is the key to everything!
Your mantra in the new world of the 'everything as a service' world is "automate and orchestrate" from the request portal to vendor integration - automation and orchestration is your new best friend in the service management world.
A perfect example of this would be new starter's in a multi-team/vendor environment. Imagine the perfect world that right from the request portal a manager was able to log one request packed full of a number of requestable items and your toolkit knew where to send them (Vendor A for the mobile, Vendor B for the laptop, Internal team 1 for the desk phone), even to take it a step further where your HR team can use the same toolkit to generate the new starters contract, allow electronic signature and the collection of all required information.
All of this is possible but you have to break from the normal thinking of what an ITSM toolkit is!
I hope this has given you food for thought - please don’t hesitate to message me with any questions!