Is a lack of IT service management holding you back?

According to a new report, IT Service Management (ITSM) has entered a new era. An era in which increased investment in cloud-based service management and automation will:

• Drive expansion
• Speed innovation
• Bolster operational efficiency
• Increase employee productivity
• Accelerate digital transformation to drive growth.

What is ITSM?

Put simply, ITSM describes a strategic approach towards designing, delivering, managing, and improving the way information technology (IT) is used within a business – ultimately – enhancing the service offered to customers. ITSM consists of policies, organised and structured processes, and supporting procedures; all of which help an organisation to achieve its business goals.

While ITSM has long supported service-led organisations as they strive to meet the needs of their users (employees and customers), it has changed dramatically over the last decade. No longer just an IT solution, today it has the potential to act as a “digital catalyst” for the entire business.

“IT Service Management becomes an enabler for digital transformation.”

Bruce Rogers, Chief Insights Officer at Forbes Media

Evolve or die?

Despite digital advances, too many businesses still spend their IT budgets and human resources keeping the lights on, rather than looking at new ways to drive growth.

37% of senior-level executives report that the majority of their IT budgets go to ongoing maintenance and management.

Delivering Value to Today’s Digital Enterprise: The State of IT Service Management, 2017

At the same time, businesses struggle to keep up with the technology and skills needed in our new IT landscape. With the pace of change far exceeding the ability of organisations to invest in new technology enabled processes.

However, with the Industrial Internet of Things (IIoT) set to benefit those companies preparing for change, this approach could see the failure of service-led businesses that don’t  adapt to our new reality.

The good news is that cloud-based service management software offers a cost-effective way to respond to this challenge.

The benefits of cloud-based service management software:

Developments in the cloud provide access to previously unaffordable software and tools such as SaaS Service Manager Software. And, with no upfront capital investment, you simply pay an affordable monthly cost for what you need, on a per user basis. Just as important, it’s easy to get started, and you’ll benefit from always using the latest software, without hefty upgrade costs. Other advantages include:

  • End to end integration throughout all your processes
  • Full visibility of all aspects of your business
  • Save time and money
  • Streamline and improve workflow management
  • Improve your service to customers, with access to a secure web portal to view their management information
  • Easy Service Desk management and engineer scheduling
  • Easy ordering, job booking, contract management and scheduling
  • Increases engineer capacity with improved maintenance and engineer scheduling and routing
  • Easily manage customers, prospects, job quotations and contract costing
  • Securely capture and store information
  • Improve stock management processes
  • Quickly diagnose any issues
  • Benefit from preventative maintenance
  • Reduce the burden of manual paperwork and admin
  • Deploy email invoicing which integrates with accounting software
  • Better support your mobile workforce
  • Add functionality and roll-out to new users as your business grows.

The IIoT promises to deliver enormous benefits, but as with any evolution, it will also cause disruption. So, it’s vital that service-led companies act now to ensure their ITSM is keeping up with the pace of change.


To find out more about how we can help your service-led business adapt and thrive in a new digital era, speak to a member of our team on 01942 261 671 or email to find out more.