Service management is going digital

CXOs at leading companies are embracing  digital technologies to tap into new opportunities. But as these enterprises embark on their transformation journey, a vital part of the enterprise ecosystem that touches employees tends to get left out, and that is Service Management–a customer-centric approach for delivering IT services.

Leading companies are beginning to expand their IT service management (ITSM) concepts into other business units across their enterprises. While others are in the process of bringing in customer focused business objectives that are aligned through Business Service Management (BSM). So, the next stage in this always-on world is service management that speaks a “single system of truth,” –personalized, scalable, holistic, peer supportive, mobile and self-service friendly–called Digital Service Management (DSM).

All this will require considerable transformation in the workflow – a collaboration ecosystem to enhance business productivity and deliver an elevated employee experience.

The road ahead: Four key steps to consider in your digital journey 

DSM is not an end state, it is a journey that is based on the company’s maturity and its industry drivers. Consider:

  • The journey from current to future state: Have a clear assessment of the current state across three perspectives – end user, business and technology view, and be sure to chart out an end state for the business that makes all three relevant and in line with the business strategy. The technology legacy, process inefficiencies and user patience, to name a few, vary across customers, which means the journey will be different across customers and doesn’t necessarily follow a one-size-fits all approach.
  • Align the business drivers to the journey: Chart out the top priorities for the business and IT functions and the expected benefits to aid buy-in and change management. These drivers could be overhead reduction across business functions, consistent and efficient end-user experience, increased predictability, process efficiency, and governance.
  • Socialize the change through power users: Shifting across and leveraging the work on BSM and moving toward DSM involves lot of change, re-adjustments, knowledge-sharing, and bringing the end users along in the journey. It is not a simple technology implementation with post-implementation change management and training. It requires power users across various enterprise functions and business processes, engaging sponsors, clearly identifying business alignment areas, and leveraging users that believe in the digital experience. This is the best way to foster an “end user-centric” approach to the DSM journey.
  • Accelerate through key transformers: Going through such a shift requires rationalizing and industrializing business processes through digital workflows, and scaling-up to meet overwhelming business demands through services automation. This helps build a platform to enrich the employee experience while managing complex unstructured business processes during the journey.

Knowledge16 – Navigate the Shift

I’ll be at Knowledge16 in Las Vegas, “the destination for anyone ready to transform the enterprise by managing everything as a service”—from May 15-20, 2016. This year’s theme is “Navigate the Shift Towards a Service-Centric Digital Enterprise.” Visit me at Booth 1910 at the Mandalay Bay, and let me know how your enterprise is navigating the shift.


Raja Renganathan

Raja Renganathan

Raja Renganathan is a Vice-President at Cognizant and heads the company’s Cloud Services Business based out of North America. A strategic leader,... Read more