DevOps, Agile development, microservices, lean IT, service integration: Welcome to the new world of IT service management. As modern companies compete in the globalized, digital economy, they must transform their ITSM strategy to take advantage of tech advances that are driving business processes and changing how they interact with customers.
But numerous questions arise as companies rethink ITSM in the face of digital transformation: How do CIOs incorporate legacy systems and applications when integrating new technology into business processes? How do they sell ITSM changes to senior management and prove that modernizing processes will improve the bottom line? And perhaps most important, how do tech executives ensure existing IT services remain reliable during the rapid digital transformation of business processes while still taking advantage of the agility and speed that made the transformation so enticing in the first place?
The answer to that last question will be vital to any organization's successful ITSM strategy evolution. Though CIOs should strive to take advantage of technological advances that help their organizations meet their business goals, they can't do it at the expense of delivering reliable, secure services to customers and partners. As a result, a successful ITSM transformation will require buy-in, collaboration and support from the entire organization as the company invests in rapidly advancing technology that changes how it delivers IT services.
In this SearchCIO handbook, we examine how CIOs are adapting ITSM strategy to deliver reliable services without sacrificing the agility and speed necessary to succeed in the digital economy. It will take some work, but this rethinking of how IT capabilities are utilized will pay dividends as companies seek to prove ROI on their digital transformation efforts.