In preparing for this blog I interviewed a global support manager at an international agribusiness corporation where SysAid was enabling increased end-user responsiveness, improved asset and change management, and enhanced OpEx efficiencies overall. As it turned out, this very strong narrative aligned very well with EMA research data on how IT service management (ITSM) operational efficiencies are impacting IT OpEx effectiveness overall.
Looking at this bigger picture, the role of ITSM teams is growing, not shrinking in importance. ITSM is increasingly providing a source of governance and efficiency in supporting all of IT in incident and problem management, release management (including agile and DevOps), change management, and asset management. In many cases ITSM teams are also leading the charge in supporting mobile requirements both for IT service consumers and IT professionals for improved efficiencies. So given all these trends, which I’ll examine in a little more depth in this blog, I think it’s safe to say that ITSM operational efficiencies reside at the very center of improving IT efficiencies overall.