Info-Tech Research Group's latest research details a
strategic framework for IT leaders to transition from outdated IT
service management to a modern enterprise service management model.
By leveraging advanced technologies like generative AI, the
research aims to streamline operations, enhance customer
experiences, and drive substantial organizational growth.
TORONTO, Aug. 9, 2024
/PRNewswire/ - As organizations face increasing pressure to
modernize and digitize their operations, many IT leaders are
struggling with outdated IT service management (ITSM) practices
that fail to meet the demands of modern digital enterprises. To
help IT navigate these challenges, Info-Tech Research Group has
published its latest blueprint, Elevate Your Service
Capabilities to Drive Enterprise Value. The new resource
provides insights on how IT leaders can transform their service
management strategies into an enterprise service management (ESM)
framework. The firm advises that by integrating advanced
technologies like generative AI, IT leaders can ensure their
service management practices are not only aligned with
organizational objectives but also positioned to drive significant
growth and enhance customer experiences in an increasingly
competitive market.
"Over the next decade, digital and technology-first services
will be how customers and communities primarily engage with your
offerings, be that your products, platforms, experiences, support,
or any other outcome," says Carlene
McCubbin, associate vice president of research development
at Info-Tech Research Group. "Exceptional service then becomes
the key differentiator for organizations, prompting technology
leaders to shift focus from IT services to enterprise services. In
turn, these tech-driven services will bring immense value to
customers and your organization."
Info-Tech's blueprint emphasizes the transformative impact of
exponential technologies on organizations and industries. The
firm's reference to the concept of Exponential IT, which is also a
recently revealed research center, is intended to address the
ever-increasing demands of today's organizations. The concept
encompasses not just the rapid advances in artificial intelligence
and machine learning but also emergent tech trends, digital
transformations, and the strategies needed to thrive in an era of
exponential technological evolution. With this evolution in mind,
Info-Tech details in its latest resource how traditional IT service
delivery models may struggle to keep pace with the rapidly evolving
needs of organizations and departments as they strive to modernize
and remain competitive.
"Delivering exceptional tech-based services requires a
complete overhaul, placing the customer at the center of design,
orchestration, and delivery," explains McCubbin. "This
transformation demands merging enterprise and business
architecture, customer experience, and service planning practices
as the foundation for enterprise value."
Info-Tech recommends organizations shift their focus to an
enterprise view of services with customer experience and value at
the forefront. This shift can be achieved by setting achievable
targets to elevate each service capability and determining actions
to reach those targets, including potential use cases for AI. The
firm explains that by leading the charge in offering capabilities
to the business, IT can evolve from being merely an order-taker or
service provider to ultimately co-owning outcomes for the
organization.
In Elevate Your Service Capabilities to Drive Enterprise
Value, Info-Tech outlines three critical steps IT leaders
should follow to transition their services from traditional
IT-centric models to enterprise service management practices and
drive toward an Exponential IT future:
- Define a Guiding Star: This step involves IT
leaders adopting an Exponential IT mindset, establishing a clear
vision and guiding principles, and identifying value and success
metrics.
- Assess Technology and Capability Readiness: IT must
identify the current and target state for key ITSM capabilities,
assess gaps, and review recommendations to progress each capability
through targeted milestones.
- Build an Effective Roadmap: The final step requires
prioritizing initiatives to form a comprehensive roadmap and
finalizing it with a robust communication plan.
The comprehensive blueprint provides practical guidance for IT
leaders to transform IT service management into a strategic asset.
By leveraging exponential technologies and adopting a strategy
focused on delivering customer value, the firm explains that IT
leaders can ensure their services support organizational growth and
drive significant transformation. Embracing this forward-thinking
approach will enable organizations to effectively meet future
customer expectations, positioning them as pioneers in delivering
exceptional digital experiences.
The proactive strategy outlined by Info-Tech in the newly
published resource not only enhances service delivery but also
fosters long-term innovation and competitiveness in the digital
age.
For exclusive and timely commentary from Carlene McCubbin, an expert in operating models
& design, and access to the complete Elevate Your Service
Capabilities to Drive Enterprise Value blueprint,
please contact pr@infotech.com.
Info-Tech LIVE 2024 Conference
Registration is now open for Info-Tech Research Group's annual
IT conference, Info-Tech LIVE 2024, taking place September 17 to 19, 2024, at the iconic Bellagio
in Las Vegas. This premier event
offers journalists, podcasters, and media influencers access to
exclusive content, the latest IT research and trends, and the
opportunity to interview industry experts, analysts, and speakers.
To apply for media passes to attend the event or gain access to
research and expert insights on trending topics, please contact
pr@infotech.com.
About Info-Tech Research Group
Info-Tech Research Group is one of the world's leading research
and advisory firms, proudly serving over 30,000 IT and HR
professionals. The company produces unbiased, highly relevant
research and provides advisory services to help leaders make
strategic, timely, and well-informed decisions. For nearly 30
years, Info-Tech has partnered closely with teams to provide them
with everything they need, from actionable tools to analyst
guidance, ensuring they deliver measurable results for their
organizations.
To learn more about Info-Tech's divisions, visit McLean &
Company for HR research and advisory
services and SoftwareReviews for software buying
insights.
Media professionals can register for unrestricted access to
research across IT, HR, and software and hundreds of industry
analysts through the firm's Media Insiders program. To gain access,
contact pr@infotech.com.
For information about Info-Tech Research Group or to access the
latest research, visit infotech.com and connect via
LinkedIn and X.
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SOURCE Info-Tech Research Group