Digital transformation

The way Service Management, and I explicitly do not call it IT Service Management, is performed is becoming more and more a critical success factor for organizations to gain productivity and distinguish themselves from other players in their segment. The trend of digital transformation and the limitation of capabilities and resources is urging organizations to innovate. This is where Service Management kicks in.

And indeed, not only in IT but in all departments within an organization who delivers services as part of the larger whole that brings value to their customers. The quality of these services should be a common concern. Corporate Service Intelligence is key in this matter. The way a company is organized on delivering the quality, will determine its success. The effective, efficient and logical processes IT Service Management has brought in IT must also be adopted in other departments. What we have learned in IT Service Management can now be used in other areas a company’s business relies on.

Enterprise Service Management

Next to this the Service Management solutions used to support the IT Service Management can be adopted to elaborate your Enterprise Service Management. Those Service Management or Enterprise Service Management solutions can assist you on several levels in your innovation.

  1. Communication

All the IT, HR, Facility or other departments that perform a business cooperation rely on correct information obtained by effective communication. This is key within processes, projects, teams and management.

A modern Service Management solution combines up to date communication means with processes via intelligent workflows.

  1. Data and knowledge

Real-time access to the data when and how you need it is the success of many of the daily tasks we need to perform within a company. Having structured data, information and knowledge available is an important asset within an organization. Delivering and supporting services based on a knowledge centred solution will not only facilitate faster resolution but will enable self-service.

  1. Security

With the constant increase of security threads together with the growing trend of Internet Of Things (IOT) and Bring Your Own Device (BYOD), the need for secure environments and the protection of your company but also personal data is emerging. As said in the communication topic, it cannot be denied that nowadays information is a very important asset for any modern company. Therefore, protecting its security is a top priority.

Information Security Management within Service Management, together with a secure platform taking into account all regulations and standards like GDPR, SOC2 and ISO27000 can assist you in realizing this.

  1. Automation

Because time is money and time is hard to manipulate, it has become very precious in an organization. Repeating tasks by staff is time-consuming and should be avoided when possible. Automation is a key consideration to increase efficiency of Service Management processes across the organisation.

Elements like self-service and workflow automation are becoming a prerequisite to deliver services in line with the time and result driven demands of your customers.

  1. Artificial Intelligence

AI is also on the Gartner’s Top 10 Strategic Technology Trends. And, indeed, it is becoming a fact. AI and robotics will increase in the coming years and they will enable more possibilities in technology enabled services. AI can improve your processes but will certainly bring more productivity and a different customer and employee experience.

There are certainly other domains that can be added to this list but the most important message is that future prove Service Management must focus on cross-department integrations to support the delivery and quality of all kind of services.

And even more important is that the Service Management solution you need for this already exists today!


Danny Van Vosselen and Joost Van Iersel – Managing partners of 2Grips