From 9-to-5 to 24/7: The ITSM Shift

IT Service Management (ITSM) has long been a cornerstone of effective IT operations and provides a structured framework for the provision and management of IT services. However, the familiar ITSM landscape is changing rapidly, driven by a range of new challenges that require a re-evaluation of traditional approaches. The “new normal”, characterised by evolving work patterns and technological advancements, presents unique hurdles for IT departments striving to maintain seamless service delivery.

What’s clear is that ITSM can no longer rely on the 9-to-5 paradigm of the past.

The emergence of hybrid and remote workforces, accelerated by global events, has fundamentally changed the concept of the workplace. Teams are now distributed across geographical boundaries and time zones and require IT support that extends beyond traditional working hours.

Gone are the days when you could have a quick chat with a nearby IT colleague about a password issue, replaced by the need for 24/7 availability and support. This shift requires a rethink of how IT services are delivered and managed, moving away from the traditional on-site support model to a more flexible and responsive approach.

Consider these key challenges impacting ITSM today:

Making ITSM a Strategic Advantage

The challenges outlined above are exacerbated by the increasing reliance on digital, cloud and AI transformations. While these technologies are essential for modern businesses that want to remain competitive, they also add significant complexity to IT estates. Managing this intricate web of systems and services requires a new kind of ITSM that goes beyond its traditional role as a support function to become a strategic enabler of business success.

Modern ITSM must be more than just a set of processes; it must act as a bridge that connects technology to business objectives. To achieve this, ITSM must manage the complexity of modern IT while enabling the organisation to thrive. This requires a shift in focus and the transformation of ITSM into a strategic tool that:

Bridging the Gap: The Synergy of ITSM and ITOM

Successfully navigating the complexities of modern IT requires more than just a strategic vision. Organisations also need to equip themselves with the right tools and processes to manage their IT services effectively. This is where the critical role of IT Operations Management (ITOM) comes into play.

While ITSM provides the framework for managing IT services, ITOM provides the visibility and control needed to operate the underlying IT infrastructure that supports those services. Think of it this way: ITSM focuses on the “what” and “why” of IT services – what services are offered, why they are important and how they are delivered. ITOM, on the other hand, focuses on the “how” – how the infrastructure components (servers, networks, applications, etc.) are performing and how they can be optimised to support the delivery of those services.

ITOM complements ITSM by providing the granular detail necessary to ensure service availability and performance. It delves into the health and performance of the individual components that make up the IT ecosystem, providing real-time insight into potential issues and enabling proactive problem resolution. Without ITOM, ITSM would be like a conductor without an orchestra – the vision is there, but the execution is lacking.

Here’s a closer look at the key distinctions between ITSM and ITOM:

By integrating ITSM and ITOM, organisations can create a holistic approach to IT management. ITSM provides the strategic direction and framework, while ITOM provides the operational insights and control. Thanks to this synergy, IT departments can not only deliver high-quality services but also ensure the health and performance of the underlying infrastructure that makes those services possible.

The Power of ITOM in Strengthening IT Service Management

In terms of the evolution of IT operations, we’re now seeing further transformations underway with the arrival of AIOps (Artificial Intelligence for IT Operations). AIOps represents a powerful convergence of multi-layered technology platforms, ITSM, ITOM and IT automation to automate (and significantly improve) IT operations.

However, it isn’t just about adding AI to existing tools, and it’s already evident that the right implementation of AIOps can fundamentally change how IT operates.

AIOps uses machine learning, big data analytics and other AI techniques to provide insights and automation capabilities that were previously unattainable. It enables organisations to move from traditional, reactive IT management to a proactive and predictive approach that allows IT teams to anticipate and resolve issues before they impact users.

Here are some of the most important capabilities that AIOps offers:

The rise of AIOps represents a significant shift in IT operations, moving from a reactive, manual approach to a proactive, intelligent and automated model. With AIOps in play, organisations can improve the efficiency, agility and resilience of IT operations to better align with business goals and deliver exceptional digital experiences.

Your ITSM Must Evolve to Stay Relevant

Success today hinges on a company’s ability to evolve and push the boundaries of innovation. For IT organisations, this means that they must face up to the evolution of ITSM. The traditional approaches that were once sufficient are no longer enough to meet the challenges of hybrid workforces, complex IT environments and ever-increasing user expectations. ITSM must evolve from a reactive support function to a proactive, strategic enabler of business success.

For businesses seeking to navigate this complex landscape, partnering with an experienced and knowledgeable provider is crucial. Orange Business is a trusted partner that has the expertise and experience to help organisations adapt their ITSM strategies to the demands of the modern age. Orange Business understands the challenges and complexities of today’s IT environments and offers tailored solutions that help companies optimise their IT operations and create exceptional digital experiences.

One of the solutions offered by Orange Business is Watch. Watch this video to see how it proactively monitors and manages your IT and ensures service availability.

To learn more about how Orange Business can help your organisation adapt to the future of ITSM, click here.