MSP – 3 Key ITSM Things to Do in 2021

Technology, like the IT industry, is constantly evolving. The two markets get along well. In recent years, investment in these sectors has really set the world in motion. According to a report by Forrester among entrepreneurs, 90% of company executives believe that digital transformation is a necessity for their business. 60% think they are lagging if they do not take the step towards digital transformation. By the end of 2021, 9 out of 10 companies will transform or at least be on track to adapt to digital transformation.

ITSM is one of the most important solutions for an enterprise and will certainly remain so in the next years.

  1. Artificial Intelligence

AI is the ability of a machine to mimic human functions, such as reasoning, learning, planning, and creativity. AI systems can adapt, to a certain extent, their behavior, analyzing the effects of previous actions, and operating autonomously.

AI is already well known in business and IT. For now, the most common use of machine learning will be seen in information technology businesses, in the form of automating repeated tasks and making future predictions using previous data.

However, AI has also been used in the past to make decisions using data analysis. And this feature is expected to grow in the coming years, with more and more companies already investing in AI-based decision-making systems.

Some AI technologies have been around for over 50 years, but increasing computing power, the availability of huge amounts of data, and new algorithms have led to major advances in AI in recent years.

Cars can often act and react like humans only if they have and receive abundant information about everything around us all. Artificial intelligence must have access to objects, categories, properties, and relationships to implement knowledge engineering.

  1. Digital Transformation

Digitization refers to the activation, improvement, or transformation of the business process through the use of digital technologies. With new technologies constantly entering the market, customers have more ways to interact and buy products and services online and offline.

Things have also changed in the Romanian economy and end customers want a new experience and new benefits with the help of technology; they not only want an impeccable experience, but they also want to share their experience with their friends and colleagues.

These new expectations have a direct impact on companies’ profitability and revenues. Digitizing and transforming the business process to create a remarkable customer experience is necessary for any company that wants to evolve. Most companies and departments are constantly fighting to improve efficiency. This is, today, an important element to stand out from the competition

Digitization is more than a conventional change, it must go beyond the patterns we are used to. And when we talk about patterns, it is necessary to keep in mind that the transformation process often hits a fantastic resistance among organizations.

Because it involves changing the processes that a company’s staff has become accustomed to overtime. So, the shift to digitization involves, first and foremost, changing mindsets and a process that includes a well-thought-out, step-by-step implementation plan.

  1. ITIL 4

There is no doubt that ITIL is the most popular framework for ITSM that is used in various industries. But there are shortcomings in V3 that made Axelos think of an upgrade. Another thing was that among ITIL practitioners, there is a growing sense of disconnection that contributed to the release.

ITIL updates are based on certain pain points faced by practitioners, mainly:

  • The framework has been behind the latest trends in software development and IT operations.
  • The owner of ITIL, Axelos, failed to maintain a strong relationship with the general community of ITIL practitioners.

The foundation of version 4 talks about creating value-generating strategies for customers and service providers. There is talk of a platform that integrates applications and streamlines departmental data to increase efficiency.

The first thing to keep in mind with version 4 is that its emphasis is on the importance of Value, Outcome, Cost, and Risk. The second is that it seeks to define the four dimensions of service management that should be part of any service design. The third thing about version 4 is that it introduces the concept of ITIL Service Value System.

By implementing OptimumDesk AI in your ITSM, your clients can future-proof its operations and equip your IT staff to provide the best possible support. What mattered and matters most is the existence of strategies at the company level on the implementation of new technologies and the volume of investments in human capital and specific equipment.

Cloud-based, ITSM solution from OptimumDesk is ready to integrate platform offering the MSP both panoramic and in-depth view of his client IT infrastructure but also provides all the tools to manage the entire infrastructure and tickets efficiently, scale support and optimize costs assisted by AI.

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