ITSM is often controversial, while Digital Transformation is not (at least not nearly as much). The "tail wagging the dog" syndrome is something many organizations struggle with when implementing new technology platforms. For most Digital Transformation projects to succeed, it has to matter for the entire organization. ITSM is a discipline that involves the delivery, management, and continual improvement of IT services. This includes tracking the performance of services through their entire life cycle, from planning and design to retirement.
ITSM can provide the framework for digital transformation, especially when implementing automation processes and artificial intelligence (AI) technologies. ITSM is a framework that allows enterprises to bring in new technology and deliver increased value simultaneously. The first thing ITSM does is tie business goals back to projects and services. From there, you chart the value of services in terms of what they contribute to the business. It's a simple process, but it gets complicated because enterprise IT is often forced to manage two businesses.
Some people believe that Digital Transformation is about adopting new technologies. ITSM's Digital Transformation is a journey, not a one-and-done strategy. The most important thing that ITSM can do is help the organization understand where it stands at the beginning of that journey. Even if your organization isn't working on a full-scale digital transformation at this time, you can use ITIL to streamline your processes and improve how you serve customers. The first step is understanding what you're trying to accomplish with Digital Transformation and how ITSM fits into those plans.
IT Transformation is a big deal for organizations, but don't forget that you already have the structure in place to support it. This is where ITSM comes into play as you look for opportunities to inject some of these new practices into existing processes. For example, consider adding more time-boxed sprints into your current project management methodologies or using scrum to manage support staff.
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And don’t forget to visit ITSM RHINO CRASH newsletter for a complete a thorough article on this topic titled "GIVE DIGITAL TRANSFORMATION A KICK IN THE ASS WITH ITSM".
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