Many of the modern day enterprises are currently trapped between modernizing and improving legacy systems. Companies are trying to maintain their status quo, managing outages, managing change swiftly and leveraging insights. They are trying to take businesses ahead by supporting digital transformation with new infrastructure, making customer engagement better and using technology to deliver operational improvement. To escape the trap of legacy systems, IT transformation is required. The only way for this to happen is bringing service management and operation management together.

Understanding the need for change

The enterprises know the importance of changing technology and business landscape but, turn a light ear towards implementation with best practices. Digital transformation and machine learning has become the core of any corporate strategy. Along with this, CIO needs to play a very important role in IT transformation of the organization. There is no doubt that the worlds of service management and operation management is changing rapidly with new business opportunities and IT modernization.

Common change to barriers

There are some common challenges that CIOs will face towards either impact of these barriers on business and technology for change For instance:

Siloed Operations: Disconnected tools and lack of insights leads to delays, additional costs, and adverse effect on quality of work. These rigidly working teams cause immense effect on performance and organization workflows.

Service availability issues: Problem based monitoring based usually based on Siloed-operations causes lack of understanding of deep rooted problems. The IT modernization needs an end-to-end monitoring for insights in business services.

Poor end-user experience: Employees and customer expect a lot from IT and business services they consume and often thank to experiences

The bottom line is that siloed operations and lack of end-to-end performance analytics prevent creation of superior experiences for the customers. To reach this, the companies need operational and service improvements.

Creating a platform for improvement

Organizations need to create an environment with a single source of truth. This platform can drive digital transformation with amazing customer experience, governance, reduced cost etc. The organization would need to create:

  1. Access and use quality data
  2. Escape traditional IT firefighting
  3. Process Automation
  4. Make real-time decisions

The disparate eco-system of data sources

Legacy systems are generally made of an eco-system of disparate units and data systems. In these legacy systems, different IT environments use different management tools and increase complexity. Internal firefighting is another of the biggest issues faced by the organizations. And due to all the continued issues, there is no visibility to make informed decisions altogether. All of these factors affect the employee productivity as well as customer experience.

The management time of these legacy systems also lead to unaligned business units, expectations and results. These situations also lead to barriers in digital transformation and innovation that an organization wants to achieve. The crux of the discussion being legacy IT systems drains on valuable IT resources and creates impediments in digital transformations

So, what can the organizations do to improve their situation?

The 6-step approach to make ITSM work better for your organization

6 step approach for ITSM to work better for organizations

  1. Establish a central CMDB:
    A CMDB is a centralized database that stores information about your IT assets and their connection with IT and business services. If the organization uses ITIL (Information Technology Infrastructure Library) then CMDB will support these services as well. The CMDB starts with few simple network assets and services that can offer strategic advantage through connecting customers and/or employees. This would create a single system of truth connecting ITSM and ITOM services.
  2. Discovering infrastructure and business services
    The two-phased discovery process offered by ServiceNow supports the Digital transformation service. The CMDB is populated with Information of the IT landscape. This phase of horizontal discovery automatically seeks out IT-assets in the environment and records it in the CMDB. The infrastructure discovery connects the virtual as well as the physical in the datacenter.
    The second phase of vertical discovery takes a top-down approach that maps organizations business needs. This tracks the underlying infrastructure and business requirements. Both of these approaches help organizations understand impact of IT transformation on the business and services.

    The intelligent approach to service management and operations management

    • Remove siloed operations
    • Minimize outages
    • Enact changes quickly
    • Provide cross domain analytics
    • Enhance end-user and employee customer
  3. Proactively identify service issues
    Once the organization gets the visibility into infrastructure and business services, the data extracted can be proactively utilized for issue identification in outages. A fit-for-purpose ServiceNow Solution can ingest operational information like events and incidents from the IT environment. This gives the IT team the ability to know exactly what’s happening with organization’s business service and create alerts and notifications to react to situation on priority incidents.
  4. Informed incident response
    When a potential issue is identified or an outage occurs, the DxSherpa solution can give quick resolution with informed incident response. The speed of response is vital in a major incident management scenario. Rule-based routing to the right teams can be good option to resolve this scenario. This team gets the complete visibility and can understand the upstream and downstream impact of the same. With the help of us, the customers can employ machine learning and RPA (robotic process automation) to improve upon capability with automated categorization. Assigned service-level commitments ensure that the services are operational and are in alignment with business agreements.
  5. Automation remediation
    DxSherpa with ServiceNow provides IT support employee who can do the required remediation and inform IT ops about the necessary actions have been taken. Alternatively, the employee can inform the machines to initiated automated remediation to proactively solve issues through integration with orchestration.
  6. A single view across IT services and operations
    Single system of record and in-platform analytics provided by ServiceNow can give real-time analytics into ITSM and ITOM activities at the strategic, operational and individual level. As well, end-to-end visibility spans across both service management and operations management.
    This single system of record provides insights into effectiveness of operational activities and service performance. It also provides a dashboard to executives, managers and the c-suite for better alignment of business goals to improve both operation and services.

The platform for both strategic and operational improvement

Modern IT organizations need to support their businesses in both

  • Maintaining the IT service delivery status quo, managing outages and enacting change swiftly and efficiently
  • Helping take businesses forward with digital transformation and IT modernization

The 6 step approach of

  • Removing siloed operations
  • Managing outages
  • Improve service availability
  • Enact change swiftly
  • Cross-domain analytics
  • Enhanced end-user experience

With us, the organizations can deliver better business outcomes through NOW platform, a single system of record and having greater insight into end-to-end operations and service performance