How modern service operations drive fast resolution of IT issues

  • IT Management
  • Solutions
  • 2022
  • Bill Hansey
October 07, 2022

Service operations drive fast resolution of IT issues: time-lapsed photo showing fast car movement on mountain pass

Managing technology services and operations can be like trying to jockey around road hazards in a vehicle that doesn’t have all the features you need for the drive. Just as your navigation technology helps keep your journey on track, full visibility into IT issues is vital. That’s what automated service operations offers.

When different teams use different tools with different views of data, it can be a struggle to see if there’s a problem. Point and legacy products scattered across on-premises locations and the cloud create a patchwork solution that’s difficult to manage.

The lack of a single system of record or cohesive IT workflows between services and operations can leave you stuck in the mud of complexity, inefficiency, growing costs, and diminishing quality of service.

Heading in the right direction

A modern, unified IT solution can help you stay on course. Consolidating multiple tools and databases into a single cloud platform for technology services and operations retains the value of your existing tools across the enterprise.

An integrated configuration management database and common service data model can help you establish a single data model across teams. This, in turn, can ensure accurate information — even if it’s discovered by third-party tools.

Connecting IT service management to IT operations processes such as discovery, business service definitions, and mapping can streamline operations.

Accenture improved configuration item accuracy by 50%. By mapping 140 services, NBN can “very quickly understand the impact of alarms and incidents on a wider range of service products.”


Moving into the fast lane

Having all your workflows managed on the same platform also puts you in the driver’s seat to:

  • Share consistent data and insights that create cross-team efficiencies

  • Gain visibility with a service context so that all IT teams can prioritize problems

  • Reduce administrative overhead while scaling and improving services and operations

  • Boost employee engagement and satisfaction with user-focused services

Companies in multiple industries are seeing results from platform consolidation. Accenture improved configuration item accuracy by 50%. By mapping 140 services, NBN can “very quickly understand the impact of alarms and incidents on a wider range of service products.”

Removing roadblocks to fast IT resolution

A pileup of service event traffic can cause major delays in the resolution of IT issues. Managing IT services and operations on a platform that uses artificial intelligence (AI) and machine learning can generate targeted, prioritized alerts for a smooth ride.

This can also empower your teams to quickly identify root causes, triage issues, and route tickets to the right IT operator. Most of the time, that means addressing issues before they impact services and employees — or avoiding outages altogether.

Danske Bank decreased its median time to restore services by 79%. Deloitte increased its return on investment fivefold through improved IT workflows.


Enterprises across the globe have enjoyed big payoffs from AI-powered solutions. Danske Bank, for instance, decreased its median time to restore services by 79%. Deloitte increased its return on investment fivefold through improved IT workflows.

Modernizing the management of service operations is the shortest route to resolving IT issues. It can also make getting to your destination of providing stellar services a more pleasant journey.

Get handy references about combining IT services and operations and rapidly remediating IT issues in our infographics.

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