Digital Transformation and 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 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 (outside of the business), as the IT Service Management solution chosen may be their only interaction with that organisation.
Ease of adoption
IT Service Management must be easy to adopt, not just by your IT teams, but by the entire organisation. The success of any digital transformation hinges on user-friendly platforms that integrate seamlessly into existing ecosystems. That means your ITSM solution should support out-of-the-box integration with popular tools like Slack, Jira, Azure DevOps, and CRM platforms.
The less friction there is during adoption, the faster teams can deliver value. Empowering both technical and non-technical users with intuitive workflows and self-service capabilities ensures that your ITSM implementation gains traction from day one..
Agility is critical in the market
Speed isn’t a luxury anymore, it’s a necessity. The ability to rapidly design, approve, and deploy changes is what separates leaders from laggards in any industry. With high levels of automation (through the use of AI) built into your ITSM platform, you can cut cycle times dramatically, from days to minutes.
This agility is crucial in product development, where teams must quickly pivot to meet shifting market demands, test new features, or resolve customer pain points. Whether it’s automated change approvals, incident routing, or service requests, an agile ITSM platform fuels velocity and responsiveness, giving your business a competitive edge.
Reporting is critical
You can’t improve what you can’t measure. ITSM platforms that offer real-time reporting and rich analytics provide essential visibility into performance, service health, and customer satisfaction. These insights aren’t just for IT; they empower business stakeholders to make informed data-driven decisions, identify bottlenecks, and continuously improve the user experience.
If you can integrate the reporting into an existing solution such as PowerBI, you can create Custom dashboards, trend analysis, and SLA tracking, giving you will have the power to back every decision with data. Whether you’re showcasing wins or identifying areas for improvement, reporting becomes the foundation for accountability and service excellence.
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 organisational goals.
By combining agile practices, cloud solutions, and a human-centred 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 organisation.