IT’s New Role: Integrated Digital Service Management
Today’s multisourced IT solutions are too complex and too dynamic for traditional IT service management. A new approach, integrated digital service management, makes it easier. Find out from our panel of experts how your IT department can use IDSM to adopt an outside-in perspective, deliver a superior user experience, and provide dramatically higher levels of both agility and speed.
- JP Morgenthal, Global Solutions Exec, CSC Distinguished Engineer
- Chris Swan, VP, CTO Global Infrastructure Services, CSC
- Jeff Gregory, Global Director, Management Product Portfolio, CSC
- Jeff Caruso, Senior Managing Editor, CSC
IDSM Enables New IT Approach
Today’s multi-sourced IT solutions are too complex for traditional IT service management. Integrated digital service management (IDSM) promises to make this role easier, delivering a better user experience and higher levels of agility and speed.
As companies undergo wholesale digital transformation, they need to rethink more than their internal approach to IT. J.P. Morgenthal, a CSC Distinguished Engineer, says companies need to consider how their IT strategy enriches their customers and partners. “Along with that need comes a need to change in how these emerging business services are also being managed,” he says.
Morgenthal says the new approach to IT service management represents different thinking in several areas, shifting focus from delivery cost to user experience or from failure avoidance to speed of restoration. “Another example in the current IT landscape is a focus on governing through exception when, instead, the policies really need to be aligned with the goals of the business,” he says.
Jeff Gregory, Global Director of Service Management Product Portfolio at CSC, says a successful IDSM implementation has a few key requirements.
“First, it requires companies to shift from the traditional client-server model to a cloud architecture and software as a service (SaaS) operating model. Second, is the adoption of the right IDSM platform. For example, ServiceNow provides a secure, affordable, scalable environment that allows rapid changes and rapid development,” Gregory says.
“On top of that, it’s end-user focused. It’s something end users can understand and use without too much training. Finally, it’s important that the IDSM platform integrate multiple services and providers. This feature helps companies begin to use operational data mining, a capability that represents a key advance over traditional service management,” he adds.
Chris Swan, CTO of Global Infrastructure Services at CSC says operational data mining helps companies see major resource constraints and behavior patterns within an organization. “It’s an optimization mechanism,” Swan says. “It helps you identify the most common problems. What incidents are repeating? After identifying the issues, operational data mining used with service management helps you develop hypotheses and A/B test your way into better solutions.”
From a user perspective, Gregory says the adoption of IDSM will mean a couple of things. “One of the things that has hit its stride is the consumerization of corporate IT. It’s no longer acceptable for corporate tools to be clumsy and awkward. IDSM tools are focused on ease of use and enabling self help,” Gregory says.
Users can also expect faster and, in some cases, automated responses to IT needs, Gregory says. “There will be more accurate routing to the resources users need and automated access, which will help users get to their end goal faster and without the need for human intervention or approval,” he says. Gregory also says that automated service management and operational data mining will improve the user experience by identifying and resolving issues before users even notice.
Ultimately, Morgenthal says that services like IDSM will help IT make an important shift in perspective. “We need to align more to what the goals of the business are. It’s the business services that we should be managing and not just thinking of the inside-out perspective of what IT needs,” he says.