Digital Transformation & IT Service Management
I was pleased to have been asked to contribute by BMC, along with 14 Top Thinkers, to this Guide (at the bottom of this post) on Digital Transformation, from an IT service management (ITSM) perspective.
Let’s just be honest, life as an IT professional has never been harder and this eBook aims to give readers a quick overview of how to start on the road to digital transformation, and what you need to do to get your head around cultural cues, technical hurdles, and even consider some new IT service management/operations models.
IT Service Management is not only for large organisations
Start-ups and high-growth businesses need to take the “less is more” approach to IT Service Management (ITSM) and digital transformation, utilising only the essential parts to deliver maximum agility and customer value. This is especially relevant if organisations are required to support their customers, as the IT Service Management solution chosen may be their only interaction with that organisation.
Ease of adoption
When adopting IT Service Management within a digital world, it must also be easily adopted by your technology teams and customers alike, with ease of integration into other systems they may be using.
Agility is critical in the market
Having high levels of automation will allow the turnaround of changes from creation to approval within minutes, This is critical for product development to remain agile and adaptable to new markets and to enable increases in velocity for the team.
Reporting is critical
To further demonstrate a positive (or not) User Experience of your product/services, your IT Service Management solution should provide extensive reporting on key metrics.
Cloud is the only way to go
The use of cloud-based solutions that offer API integration to a wide variety of systems, as well as offering process automation and out-of-the-box functionality with little need for customisation. These cloud-based solutions (such as Remedyforce) also have the benefit of many years of experience with IT Service Management, and therefore, offer the best solutions for almost any size of organisation.
Below is a taste of what you’ll find in the full eBook. We hope you find it both insightful and useful! To skip right to download the full BMC RemedyForce ebook (I am on page 23).
IT Service Management and Digital Transformation
Accelerating digital transformation isn’t just about adopting the latest technologies—it’s about aligning people, processes, and platforms to deliver long-term business value. A well-structured IT service management (ITSM) strategy plays a crucial role in this journey, ensuring that IT services are efficient, scalable, and aligned with organizational goals.
By combining agile practices, cloud solutions, and a human-centered approach to change, businesses can navigate transformation more effectively and stay competitive in the digital era. For deeper insights into how ITSM supports transformation, check out this guide from BMC on the Role of IT Service Management in Digital Transformation.
If you’re ready to move from planning to action, revisit our full guide on How ITSM and Agile can Work Together and start shaping a more agile, connected future for your organization.