Driving fast IT issue resolution with modern service operations

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 modern, AI-driven service operations offer.

When IT service and operations teams use different tools with different views of data, it can be a struggle to see if there's a problem. Having products from multiple vendors scattered across on-premises locations and the cloud creates a patchwork solution that's difficult to manage, gain insights from and consolidate data with.

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 based on ITIL 4 practices 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 service mapping—can streamline operations.

Moving into the fast lane

Having 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 IT teams can prioritise problems
• Reduce administrative overhead while scaling and improving services and operations
• Boost employee engagement and satisfaction with employee-focused services

Companies in multiple industries are seeing results from platform consolidation. Based on metrics collected by Forrester, ServiceNow customers have reduced incident resolution time by 31% and decreased critical outages by 20%.

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 AI, generative AI and machine learning can generate targeted, prioritised 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 affect services and employees—or avoiding outages altogether.

Enterprises across the globe have enjoyed big payoffs from AI-powered solutions. A major European bank, for instance, decreased its median time to restore services by 79%. Similarly, a global consulting firm increased its return on investment fivefold through improved IT workflows. Other outcomes customers have realised, according to the Forrester metrics, include:

• 68% less effort to maintain a service
• 30% productivity improvement in service desk request fulfilment
• 31% reduction in incident volume
• 75% fewer false alerts

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

Find out why automated infrastructure visibility is essential to providing stellar IT services in our ebook.