Did you know that organisations with mature ITSM processes experience a 45% improvement in customer satisfaction, according to Forrester? As businesses grapple with the relentless pace of digital transformation, traditional IT service management (ITSM) approaches are proving inadequate.
A recent study by the World Economic Forum revealed that over 85% of organisations recognise the increased adoption of new technologies and expanding digital access as key drivers of transformation. This article talks about the world of Modern Service Management, exploring how it's reshaping the IT landscape and why it's becoming an essential skill for forward-thinking IT professionals.
What is Modern Service Management
Microsoft Enterprise Services in early 2016 defined Modern Service Management (MSM) as a strategic approach to IT service delivery that emphasises customer satisfaction, operational efficiency, and business value.
Unlike traditional service management methodologies, MSM embraces flexibility and innovation. It integrates seamlessly with change management practices to ensure smooth transitions during organizational transformations.
Modern Service Management (MSM) is a strategic approach to IT service delivery that focuses on delivering value to the business and its customers. It is a departure from traditional IT Service Management (ITSM) methods, which were often rigid and bureaucratic. MSM emphasises agility, automation, and a customer-centric approach.
How Modern Service Management Works?
MSM is built on a foundation of continuous improvement and collaboration. It involves:
Understanding business needs: Modern Service Management starts with a deep understanding of the business objectives and aligning IT services to support them.
Adopting a customer-centric approach: MSM puts the customer at the centre of everything. IT services should be designed and delivered to meet customer needs and expectations.
Leveraging technology: It makes use of advanced technologies like automation, artificial intelligence, and cloud computing to improve efficiency and effectiveness. For example, using AI-powered chatbots for first-line support or implementing cloud-based service management platforms.
Measuring and improving: Modern Service Management involves continuous monitoring and measurement of service performance to identify areas for improvement. This includes defining and tracking key performance indicators (KPIs) specific to your organisation's goals.
Why is MSM Needed in Modern Organisations?
MSM is essential for modern organisations because it provides a framework for managing IT services effectively. It ensures that IT services are aligned with business goals, delivered efficiently, and meet customer needs. MSM also helps organisations manage risk, improve compliance, and reduce costs.
Modern service management is essential for today's IT and Business teams. It is pivotal in boosting productivity and supporting business growth. Organisations adopting these practices are strategically positioned to excel in the rapidly changing, innovative digital era.
How to Get Started with Modern Service Management
Here are some steps to help you get started with MSM:
Assess your current state
Evaluate your organisation's current ITSM practices and identify areas for improvement. Use assessment tools or frameworks like the ITIL Maturity Model to benchmark your current capabilities.
Define your goals
Clearly define your organisation's goals for MSM, such as improving customer satisfaction, reducing costs, or increasing agility. Ensure these goals are SMART: Specific, Measurable, Achievable, Relevant, and Time-bound.
Choose the right tools
Select the right tools and technologies to support your MSM initiatives. Popular tools include: Jira Service Management, ServiceNow and Freshservice.
Tool | Features |
Jira Service Management |
|
ServiceNow |
|
Freshservice |
|
Implement a phased approach
Start with a pilot project to test MSM and gradually scale it across your organisation. Begin with a single service or department to minimise risk and gather learnings.
Measure and improve
Continuously monitor and measure the performance of your MSM initiatives and make adjustments as needed. Establish a feedback loop with both IT staff and end-users to drive continuous improvement.
DIFFERENCE BETWEEN TRADITIONAL ITSM AND MODERN ITSM
Traditional ITSM | Modern ITSM |
Portal-centric: Required employees to navigate to a designated portal to submit tickets or requests. | People-centric: Engages employees within the platforms they utilize for internal communication and collaboration. |
Ticket-based support: Adhered to a linear workflow where issues and requests were assigned numerical identifiers within a queue. | Context-based support: Leverages business and end-user context to facilitate more meaningful interactions. |
Keyword-based KB: The knowledge base assumed that employees could effectively articulate their IT-related concerns. | Conversational experience: Utilizes AI-powered bots that can access the knowledge base and historical resolution data to provide conversational support. |
Focus on IT support relief: Primarily designed to alleviate the workload of IT teams, neglecting to address the fundamental issue of user adoption. | Focus on operational excellence: Addresses user adoption challenges by prioritizing employee needs, thereby enabling scalable IT operations. |
Aimed at service management: Primarily focused on managing services within the constraints of established structures and conventional processes. | Aimed at business success: Contributes to overall business success by minimizing friction and maximizing both IT and end-user productivity. |
Future Trends in Modern Service Management
The evolution of MSM continues with:
AI-driven predictive service management
Enhanced change management automation
Integration with DevOps practices
Expanded self-service capabilities
Advanced analytics and reporting
Conclusion
Modern Service Management is a powerful approach to IT service delivery that can help organisations improve efficiency, enhance their service management capabilities reduce costs, and enhance customer satisfaction. By adopting MSM, IT professionals can position themselves as strategic partners to the business and drive innovation.
Book a call with us at onpoint to understand how to use Jira Service Management, one of the best tools for MSM and a product of Atlassian. Atlassian is recognised as a Leader in The Forrester WaveTM.
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