Understanding the importance of ITSM

Muggie van Staden, MD, Obsidian Systems. (Image: Supplied)

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IT service management (ITSM) has transitioned from a back-office function to a central component of success in today’s digitally driven business environment. Traditionally, ITSM is relied on to ensure IT systems run smoothly. However, the modern ITSM extends beyond maintenance to deliver strategic value across business resilience, user experience, security and aligning with organisational goals.

One of the key benefits of this ‘new’ form of ITSM is to mitigate potential disruptions. Of course, these are inevitable, but ITSM can facilitate a faster recovery and continuity. Effectively, it helps to minimise downtime and reduce the costs associated with this. Furthermore, this resilience extends into how companies can manage compliance and reduce their cyber security risks. ITSM delivers proactive risk tracking and management. This makes it ideal to help protect sensitive data while also aligning with more stringent regulatory requirements. For sectors like finance and healthcare, this becomes invaluable.

User experience (UX) is another area where ITSM can have a significant impact. By delivering reliable, efficient and accessible IT services, ITSM enhances satisfaction for both customers and employees. Self-service portals, automated workflows and comprehensive knowledge bases enable users to resolve issues independently. This reduces frustration while also improving productivity. Think of ITSM as the means to transform IT from a reactive support function to a proactive enabler of improved digital interactions.

There are several trends that are impacting how ITSM is evolving. One prominent shift is the integration of agile and DevOps methodologies. These focus on collaboration and speed. For instance, by incorporating ITSM into agile frameworks, organisations can improve incident response and change management, enabling faster delivery of services.

Similarly, the adoption of AI and automation is reshaping how service requests and incident management are handled. Tools like chatbots and predictive analytics streamline processes, while machine learning models provide actionable insights by analysing patterns and predicting potential disruptions.

ITSM’s evolution also extends to hybrid and multicloud environments. As businesses increasingly adopt cloud-first strategies, ITSM processes are adapting to provide visibility and control across different platforms. This ensures consistency in managing on-premises and cloud assets. Moreover, the focus on improving employee and customer experiences is driving innovations like experience-level agreements (XLAs), which measure service quality from the end-user’s perspective, supplementing traditional service-level agreements (SLAs).

Looking ahead, the future of ITSM promises even greater transformation. Hyper-automation – a blend of AI, machine learning and robotic process automation (RPA) – is set to redefine efficiency. By automating workflows across systems, organisations can realise the complete streamlining of operations. Predictive ITSM will further revolutionise service delivery by anticipating issues before they occur, enabling IT teams to shift from reactive troubleshooting to proactive problem-solving.

Another emerging trend is the expansion of ITSM principles beyond IT. Known as enterprise service management (ESM), this approach applies ITSM’s structured methodologies to departments like HR, finance and facilities management. Centralised service portals and cross-departmental workflows will become the norm, fostering greater organisational synergy. Meanwhile, sustainability is gaining traction within ITSM. Green IT initiatives, such as monitoring energy consumption and integrating sustainability metrics into service frameworks, are aligning IT management with corporate environmental goals.

Advanced technologies like natural language processing (NLP) are also set to strengthen ITSM’s capabilities. By improving communication through AI-driven tools, NLP enables more efficient interactions, whether through chatbots or automated text analysis. This innovation underscores ITSM’s growing focus on user-centric solutions that prioritise clarity and responsiveness.

As ITSM continues to evolve, it is clear that its potential reaches far beyond traditional IT operations. From enabling digital transformation to fostering scalable growth, ITSM aligns technology with business objectives, driving innovation and strategic outcomes.