Digital service management (DSM), the new approach to boosting performance and efficiency in the next generation digital enterprise, blends modern digital services design with ITSM principles and platforms to reinvent how business gets done. This enables breakthroughs in human productivity, says Jason W Frye, BMC vice president for digital innovation in the enterprise solutions organisation.
"DSM allows business to manage critical business services intelligently, efficiently and cost effectively. Best practices can deliver greater than 75% productivity improvements and both end-user as well IT professional satisfaction," he says. "However, despite the benefits, some customers are still challenged in achieving optimal results. This is usually due to people and organisational process issues. Some projects are still hampered by old-thinking and organisational silos and personalities."
DSM, along with digital service assurance (DSA) solutions, which combine data collection and predictive analytics to give a comprehensive view of service quality, support optimal business service delivery.
Says Frye: "At BMC we believe that DSM and DSA combine to deliver huge business value to our customers. The real-time alerts and root-cause analysis capabilities combined with our modern, collaborative service desk help to reduce resolution times, and in many instances we can fully detect and automate remediation events before outages occur."
Frye says that customers might take a variety of paths to DSM and DSA optimisation, but that four elements are essential for success:
* Service Management Excellence is a fundamental building block for all the other stages in the journey. Without this, IT will continue to be distracted by daily chaos and lack the management focus and budget to drive digital innovation. BMC, known for its comprehensive ITSM solution, now puts the best practices learned from thousands of ITIL implementations in the box with standard processes. Customers taking this highly standardised approach have seen savings of tens of millions of rand by replacing bespoke service desks. Beyond help desk and problem management, service managers look to highly automated service-oriented change and configuration processes as the biggest ROI for ITSM excellence. To expedite that, BMC has invested made its discovery and service mapping technology (ADDM) significantly easier to deploy and use with its CMDB.
* The Modern Service Desk. The IT service desk is frequently the most broadly used IT application in a company. An amazing user experience with the service desk can give IT credibility it needs to help the business on its digital transformation journey. BMC introduced SmartIT and MyIT to help the customer fundamentally change the perception of IT with huge improvements in self-service and IT productivity gains of up to 75%.
* Enterprise Service Management. As customers see the efficiency impact of successful ITSM excellence and employee excitement thanks to mobile-first self-service achieved with MyIT, they move to bring this same discipline to other shared services functions, including HR, facilities, operations, and finance. A recent survey of 800 Remedy customers revealed over 600 unique integrations to business process in production today.
* Digital Innovation. BMC customers are leveraging its portfolio of products to implement digital workplace initiatives, customer engagement across the customer lifecycle, Internet of things scale automation and digital marketplaces.
"As the demands of digital organisations grow, we see the need for real-time second-to-second monitoring with alerts in real-time. This needs to happen mainframe to mobile. Automated problem detection is key, and our DSA strategy includes the use of big data and machine learning technologies to help identify performance issues before customer or employees. We believe that services should be modelled beyond the technology to include service-centric models that represent key technology and business services regardless of the physical, virtual or cloud deployments," says Frye.
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