The perception of traditional ITSM frameworks such as ITIL, and modern Software Development Lifecycle (SDLC) methodologies such as DevOps and Agile, appears to lack synergies and tend to contradict each other. ITIL is focused on usability attributes such as the availability, scalability and security of the IT environment. Modern frameworks such as DevOps and Agile are focused on features and functionality released with a quick release cycle. ITIL is focused on process definition whereas Agile and DevOps are focused on optimizing business processes, delivering value through automation, continuous testing and release. And while ITIL encourages flexibility and a customer-centric design, DevOps and Agile help build processes entirely around end-users through continuous feedback and improvements.
In this context, traditional ITSM solutions designed for ITIL offer limited capabilities that can be considered as conducive to an agile IT Service Desk, one that delivers value through collaboration between disparate teams and continuous improvements led by end-user feedback.
Traditional ITSM technologies are designed for the traditional IT that follows traditional workflows such as the waterfall methodology. It’s designed to maximize performance results and dependability, following mechanisms for redundancy and excessive capital investments for establishing the technology infrastructure. Teams are encouraged to focus on their own functional domains. As a result, they work in isolation and create siloed environments for different ITSM functions. A lot of manual effort goes into documenting, designing and optimizing the process, but the knowledge remains in silos instead of building a collective knowledge base. According to a recent Gartner report, a lacking knowledge management foundation is responsible for 99 percent of AI automation initiatives in ITSM failing to achieve desired goals.
The IT Service Desk in particular is considered as a contact center that connects end-users with resolution teams – each acting independently. The result is a rapid increase of repetitive ticketing requests, frequent ticket hops between resolution teams and a slow resolution process.
Even when organizations transform their operational workflows and adopt the principles of a modern Agile and DevOps organization, traditional ITSM technologies provide limited support and functionality to achieve the goals of continuous improvement, collaboration and automation.
Modern ITSM is designed for automation, but requires technology capabilities that can facilitate intelligence at the process level, across disparate ITSM functional domains and establish ITSM workflows that enable continuous improvement. The approach is inherently data-driven and builds on top of the existing knowledge base and ITSM capabilities, accounting for the principles set forth by modern ITSM frameworks such as DevOps and Agile. Specifically, the following key capabilities can extend the ability of your existing ITSM solutions to operate as a truly agile organization:
Simplified operational workflows are easy to automate, but require the technology and services to be tightly integrated. Hyperautomation intelligence analyzes network performance across all connected nodes, simplifies process and task mining, and provides opportunities to automate ITSM workflows end-to-end.
While the IT Service Desk is overwhelmed by the growing volume of ticketing requests, it can take advantage of advanced AI mechanisms for big data processing. As a result, the Service Desk can make decisions based on insights from the growing pool of ticketing archives to shift-left the resolution process.
Traditional ITSM solutions are designed to take an isolated view on metrics that are relevant only to specific functional domains. Hyperautomation intelligence relies on holistic agent analytics KPIs metrics based on the collective goals of Devs, Ops and Security teams. The result is the evaluation of every functional group based on true impact on customer satisfaction and therefore allows organizations to make the right business decisions around resource and skills allocation.
Traditional ITSM solutions allow resolution teams to monitor and resolve incidents independently. In reality, these incidents are highly correlated and require collaboration across multiple teams and IT functions. Hyperautomation intelligence technologies address this limitation by offering ChatOps capabilities that allow collaborative resolution efforts between different ITSM functional teams. It helps proactively account for demand spikes and any failure that may occur as a result of the incident.
Instead of manually analyzing end-user feedback, hyperautomation intelligence can be used to establish a holistic approach to understand user interactions with the IT Service Desk, determine customer sentiments and improve on metrics that are most impactful toward customer satisfaction as well as business performance. A consolidated and holistic view of IT Service Desk operations tracks IT incidents and ticketing requests in real-time, extracting insights that may be most suitable for containing the impact and identifying the problem root cause.
Traditional ITSM solutions tend to build knowledge in silos. Even when operating a centralized knowledge repository is not possible, hyperautomation intelligence can assist in maintaining knowledge that is synchronized across disparate teams. AI models can be trained individually on data repositories that cannot be exposed or exported between teams, but allow them to take advantage of the learned insights.
In summary, hyperautomation intelligence provides the technology capabilities necessary to streamline the connection between processes and roles, which are often distributed between siloed teams and ITSM functions. The technology allows ITSM organizations to run cross-functional operating models that fall within the scope of their ITSM framework, and build on the principles of modern DevOps and Agile working methodologies.