The State of IT Service Delivery: Next-Generation Technologies Force Change
July 25, 2018

Steve Francis
LogicMonitor

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As IT service delivery solutions change, organizations are looking to next generation technologies (NGTs) to increase efficiency and deliver a better customer experience. Specific technologies like "cloud-to-the-edge" and artificial intelligence (AI), as well as marketplace shifts like the proliferation of the subscription economy and the importance of Digital Transformation (DX), necessitate action for organizations to keep pace with their competitors.

Only 20 percent of participants do not plan to modernize their IT service delivery solution

To examine the current state of IT service delivery – and anticipate where it leads next – LogicMonitor polled nearly 100 ServiceNow Knowledge18 attendees and LogicMonitor customers for the State of IT Service Delivery survey. The results are clear: IT service delivery is evolving, with 80 percent of the survey participants already implementing or planning to implement a modern IT solution, shortly. Only 20 percent of participants do not plan to modernize their IT service delivery solution.

What’s facilitating this shift? Early-movers indicate they’re driven by the need to increase efficiency (80 percent), improve decision-making (76 percent), and offer a better customer experience (76 percent).

We also found that organizations are approaching this new State of IT Service Delivery in a common fashion: Next-Generation Technologies and monitoring.

Next-Generation Technologies Force Change

NGTs are impacting a wide spectrum of industries. Respondents identified four key NGTs enhancing their IT service delivery capabilities:

■ 60% see cloud-to-the-edge improving efficiency by processing at the edge of the network

■ 60% anticipate the effect the expansion of subscription economy will have on IT service

■ 57% believe that AI will deliver a better customer experience by automating routine error responses and improving time to resolution

■ 56% see digital transformation (DX) having a major effect on the IT process holistically. DX will reimagine the IT process and improve important customer touchpoints

As organizations anticipate the effect these NGTs will have, it’s crucial for them to track their system’s performance. 76 percent of survey participants believe an improved customer experience is a key reason they’re investing in IT service delivery, which can be threatened by system errors and outages caused by a botched NGT integration. As a result, businesses must focus on system monitoring.

Monitoring is Vital

Effective monitoring leads to increased efficiency, improved decision-making, and a better customer experience

84 percent of survey participants recognize the value that properly monitoring devices, apps, and services can have for a successful IT service delivery solution. Effective monitoring leads to increased efficiency, improved decision-making, and a better customer experience – the key reasons organizations are investing in IT service delivery in the first place.

Clearly monitoring is important, but what does good monitoring entail? Participants outlined the primary types of monitoring vital to IT service delivery: infrastructure performance monitoring, app performance monitoring, and log management.

Further, respondents described two key features of a monitoring solution: 82 percent list context-rich alerts designed to create a straightforward response process as crucial, and 77 percent want automated synchronization between the CMDB and the monitoring platform.

Approaching the New State of IT Service Delivery

NGTs are transforming how IT Service Delivery processes work. To keep pace with competitors in the evolving marketplace, companies should embrace these technologies and invest in effective monitoring processes to ensure the best customer experience possible.

Steve Francis is the Founder of LogicMonitor
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