IT Service Management (ITSM) is the essence of IT service delivery in an organization. However, ITSM cannot properly contribute value if the people, processes, and technology in place are not optimized. This is where ITSM automation can help streamline operations to generate optimum efficiency. But, you may ask, what is ITSM automation exactly and what kind of benefits can it reap for your business? Let’s find out!

Today, employees are consumers of the workplace. Just as companies compete for customers, they compete for candidates and to retain their existing workforce. Employees want a sense of belonging and to feel engaged in their everyday work. When employee happiness and engagement is lacking, it impacts the satisfaction and quality of work—and could mean missed business growth. [Transform employee experience.] According to Gallup, highly engaged business units can result in.

IDC recently surveyed nearly 2,000 IT and business executives on their maturity as it relates to organizational agility. Although the vast majority identified agility as a critical business capability in a digital economy, less than 15% identified as extremely agile.

Workflow automation software has the potential to be a complete game-changer for teams that lack efficiency. To drive productivity and squeeze more value from the talent on your team, you must have the right systems in place. With the power of workflow automation software, you can unlock the potential of your team and improve customer experiences.

2020 has seen a surge in the number of organizations embracing remote work to adapt to the new normal, leading to increased reliance on digital collaborative workspaces like Microsoft Teams. As organizations migrate critical business processes to such digital workspaces, IT service management teams need to leverage these platforms as channels for delivering IT and enterprise support.

A 2020 McKinsey Global Survey found 31% of organizations have fully automated at least one business process, and another 35% of organizations were piloting automation of at least one process. Although automation has streamlined workflows to some degree, it doesn’t provide visibility into processes to aid optimization efforts.

What’s the service desk ticket that finally broke the camel’s back? Andrew Cohen (Sr. Manager, Digital Workplace Services at Cox) never had to find out – because he transitioned to a proactive service desk. In other words: a service desk that isn’t weighed down by growing ticket counts, reoccurring issues, and non-responsive employees. In a recent BrightTALK-hosted webinar, Andrew shared some of his firsthand experiences with building a proactive IT team.

Providing flexible solutions to your users creates a more co-operative and engaging environment where people can choose how, and where they interact with your services. That’s why over the past year we’ve been working on adding more choices when it comes to engaging with Ivanti Service Desk, and our latest Microsoft Teams App opens up an entire new channel for communication.