Integrated Digital Service Management: The Key to Managing the Digital Enterprise
Today’s multisourced IT solutions are too complex and too dynamic for traditional IT service management. A new approach, integrated digital service management (IDSM), makes it easier. With IDSM, IT departments can adopt an outside-in perspective, deliver a superior user experience, and provide dramatically higher levels of agility and speed.
THE NEW WAVE OF IT MANAGEMENT
Until very recently, the IT function existed to provide and manage infrastructure and applications. Now IT leaders have a new mandate: to manage services — and not just technical services, but also those involving the business. These “business” services anchor the new shared services within the enterprise, and have the potential to provide the next generation of digital processes.
With the right IT service management (ITSM) tools in place, CIOs and business leaders can more easily manage the new outside-in workplace. In the past, the IT group provided essentially all IT applications with in-house skills and staff. Today, the typical enterprise IT group works not alone, but with a mix of partners, suppliers, contractors and others. This empowers the organization with knowledge, products and services of experts outside the organization. At the same time, the new workforce also creates management challenges and requires new tools, approaches and techniques.
Organizations that leverage multisourced IT delivery need to ensure that they select suppliers able to meet their needs, both contractually and technically. In the past, narrowly defined contractual responsibilities often prevented IT from making the changes needed to drive business agility and service excellence. A new approach, known as integrated digital service management (IDSM), is the next logical step for service management.
IDSM takes a holistic view of service integration and management (SIAM), while also focusing through the lenses of DevOps and continuous delivery. It focuses on the processes and responsibilities of parties to respond with shared accountability for requests and remediation. Ultimately, IDSM integrates management with end-to-end services. It uses operational analytics to improve performance and reduce risk, and it focuses on exception and error management to simplify and optimize processes.
Download the complete position paper to learn:
- How IDSM is helping CIOs to reduce system complexity, risk and cost
- How IDSM complements and enables the full potential of a DevOps strategy
- How organizations can find IDSM success in six quick steps