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Top ITSM Objectives: End User Experience and Aligning IT with the Business

Pete Goldin
APMdigest

Improving the end user experience and connecting IT to wider business objectives is a significant focal point for IT professionals, according to new survey conducted by Ivanti at this years' Service Desk & IT Support Show (SITS) in London.

72 percent of respondents cited "improving the end user experience" as one of their top three strategic management priorities.

When asked about which automation and analytic capabilities were most important for their organizations' ITSM initiatives this year, "advanced levels of workflow automation", "analytics for incident/problem and availability management" and "analytics for user experience and visibility into end-user problems" were IT professionals' top priorities.

The majority of respondents therefore seem to be applying ITSM to address self-service requirements.

Another vital concern is the need to free up the IT Department to drive business efficiency, thereby ensuring that the impact of ITSM enables wider business objectives to be achieved. For example, the research shows that 52 percent of respondents see ITSM reporting capabilities that place data in the hands of key decision makers as a core priority within their ITSM strategy.

However, only 50 percent of those surveyed saw ITSM as a tool to support crucial security and compliance processes. Of particular note, only 36 percent of those surveyed who work in the healthcare industry (this includes healthcare consultancies, suppliers and practitioners) identified security and compliance as a point of focus for ITSM. This is surprising given the upcoming GDPR legislation and the amount of personal, and highly sensitive, data that healthcare organisations hold on to internally. It is also concerning given the growing severity of external threats such as the recent global WannaCry and NotPetya ransomware attacks.

"Traditional hierarchies with manual IT processes and tools, plus complex user interfaces that do not give users what they want, struggle to be drivers of digital transformation. When we developed and put this survey out to the ITSM Professionals at SITS, the question on our mind was, what are UK IT Departments doing to break the status quo and become an enabler, rather than a barrier to business growth and productivity?" commented Ian Aitchison, Senior Product Director at Ivanti.

"Businesses require IT to help provide technology and solutions which drive the business forward, and not just support it" he added. "Through simplification, integration and automation, many tasks like onboarding new employees, and replacing lost or damaged phones, that used to consume time and money can now be automated. The process of automation allows IT to focus on innovation by changing the way we test, measure and create new services and revenue streams."

Pete Goldin is Editor and Publisher of APMdigest

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Top ITSM Objectives: End User Experience and Aligning IT with the Business

Pete Goldin
APMdigest

Improving the end user experience and connecting IT to wider business objectives is a significant focal point for IT professionals, according to new survey conducted by Ivanti at this years' Service Desk & IT Support Show (SITS) in London.

72 percent of respondents cited "improving the end user experience" as one of their top three strategic management priorities.

When asked about which automation and analytic capabilities were most important for their organizations' ITSM initiatives this year, "advanced levels of workflow automation", "analytics for incident/problem and availability management" and "analytics for user experience and visibility into end-user problems" were IT professionals' top priorities.

The majority of respondents therefore seem to be applying ITSM to address self-service requirements.

Another vital concern is the need to free up the IT Department to drive business efficiency, thereby ensuring that the impact of ITSM enables wider business objectives to be achieved. For example, the research shows that 52 percent of respondents see ITSM reporting capabilities that place data in the hands of key decision makers as a core priority within their ITSM strategy.

However, only 50 percent of those surveyed saw ITSM as a tool to support crucial security and compliance processes. Of particular note, only 36 percent of those surveyed who work in the healthcare industry (this includes healthcare consultancies, suppliers and practitioners) identified security and compliance as a point of focus for ITSM. This is surprising given the upcoming GDPR legislation and the amount of personal, and highly sensitive, data that healthcare organisations hold on to internally. It is also concerning given the growing severity of external threats such as the recent global WannaCry and NotPetya ransomware attacks.

"Traditional hierarchies with manual IT processes and tools, plus complex user interfaces that do not give users what they want, struggle to be drivers of digital transformation. When we developed and put this survey out to the ITSM Professionals at SITS, the question on our mind was, what are UK IT Departments doing to break the status quo and become an enabler, rather than a barrier to business growth and productivity?" commented Ian Aitchison, Senior Product Director at Ivanti.

"Businesses require IT to help provide technology and solutions which drive the business forward, and not just support it" he added. "Through simplification, integration and automation, many tasks like onboarding new employees, and replacing lost or damaged phones, that used to consume time and money can now be automated. The process of automation allows IT to focus on innovation by changing the way we test, measure and create new services and revenue streams."

Pete Goldin is Editor and Publisher of APMdigest

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The enterprises that will define the next decade are not the ones that deployed the most technology. They are the ones who understood what their technology was actually doing. That distinction is not a philosophical point. It is the central operational challenge facing every organization that has spent the last five years modernizing at speed ...

AI is becoming the operating system of the enterprise. It acts as an invisible coordination layer that understands intent, connects systems, and executes work across complex SaaS environments. Previously, employees had to click through multiple systems — CRM, ERP, support tools, collaboration platforms — to complete a single task. Now, instead of navigating each application manually, they can simply state what they need to accomplish ...

In 2026, the cost of downtime or an outage is no longer just a technical inconvenience; it's a $600 billion wake up call for global businesses. As our digital ecosystems become  more interconnected, each touchpoint introduces new risks and multiplies the consequences when things go wrong. And the data is clear: aggregate downtime costs  for Global 2,000 companies have surged 50% since 2024, reaching a staggering $600 billion ...

Deloitte found that 74% of enterprises expect to deploy agentic AI solutions in the next 24 months. However, the rush to deployment is outpacing foundational work, though. Only 21% of enterprises have fully formed agent governance models in place. The result? AI agents deployed without guidance or governance begin to function as fragmented islands of complexity ...

Cloud spending is no longer viewed as a passthrough IT expense, but as a strategic financial lever that directly impacts innovation capacity, profitability and enterprise resilience, according to the CFO Cloud Cost Optimization Report from Azul ...

As AI moves from generating responses to performing actions, the need for trust increases exponentially. And as organizations enlist AI agents for increasingly sophisticated business processes, trust is going to be the single most important theme for spurring adoption. What can organizations do to build trustworthy AI agents? ...

I've spent a lot of time in the channel, and one thing I keep coming back to is this: a partner program is only as good as what it looks like in the field. Many programs look great on paper, but when a partner is in front of a customer navigating a complex hybrid environment or trying to make the case for AI-powered observability, the gap between what a vendor promises and what it actually delivers becomes very clear, very fast ...

Enterprises today operate in a real-time environment where uninterrupted access to trusted data has become a baseline expectation for users, applications and automated systems. Traditional DataOps models, built on manual effort and human triage, cannot keep pace with this always active demand. AI agents are emerging as the operational backbone, ensuring consistent data availability, reinforcing trustworthiness and enabling a level of scale that manual processes cannot achieve ...

For decades, trust in the digital workplace rested on familiar signals. We trusted faces on video calls, voices on the phone, and emails that appeared to come from people we knew. These cues felt human and intuitive. They anchored how decisions were made, approvals were granted, and access was authorized. AI-powered deepfakes have quietly broken that model ...

Cloud migration was supposed to be a one-way door. For most enterprises, it turns out it isn't. Cloud data repatriation is a real and growing trend. A new survey ... finds that 89% of organizations plan to expand their on-premises infrastructure footprint over the next two years — and 75% have already moved at least some workloads back from public cloud in the past 24 months. The findings point to a broad rethinking of where data belongs ...