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

Pete Goldin
Editor and Publisher
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
Editor and Publisher
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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According to Auvik's 2025 IT Trends Report, 60% of IT professionals feel at least moderately burned out on the job, with 43% stating that their workload is contributing to work stress. At the same time, many IT professionals are naming AI and machine learning as key areas they'd most like to upskill ...

Businesses that face downtime or outages risk financial and reputational damage, as well as reducing partner, shareholder, and customer trust. One of the major challenges that enterprises face is implementing a robust business continuity plan. What's the solution? The answer may lie in disaster recovery tactics such as truly immutable storage and regular disaster recovery testing ...

IT spending is expected to jump nearly 10% in 2025, and organizations are now facing pressure to manage costs without slowing down critical functions like observability. To meet the challenge, leaders are turning to smarter, more cost effective business strategies. Enter stage right: OpenTelemetry, the missing piece of the puzzle that is no longer just an option but rather a strategic advantage ...

Amidst the threat of cyberhacks and data breaches, companies install several security measures to keep their business safely afloat. These measures aim to protect businesses, employees, and crucial data. Yet, employees perceive them as burdensome. Frustrated with complex logins, slow access, and constant security checks, workers decide to completely bypass all security set-ups ...

Image
Cloudbrink's Personal SASE services provide last-mile acceleration and reduction in latency

In MEAN TIME TO INSIGHT Episode 13, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses hybrid multi-cloud networking strategy ... 

In high-traffic environments, the sheer volume and unpredictable nature of network incidents can quickly overwhelm even the most skilled teams, hindering their ability to react swiftly and effectively, potentially impacting service availability and overall business performance. This is where closed-loop remediation comes into the picture: an IT management concept designed to address the escalating complexity of modern networks ...

In 2025, enterprise workflows are undergoing a seismic shift. Propelled by breakthroughs in generative AI (GenAI), large language models (LLMs), and natural language processing (NLP), a new paradigm is emerging — agentic AI. This technology is not just automating tasks; it's reimagining how organizations make decisions, engage customers, and operate at scale ...

In the early days of the cloud revolution, business leaders perceived cloud services as a means of sidelining IT organizations. IT was too slow, too expensive, or incapable of supporting new technologies. With a team of developers, line of business managers could deploy new applications and services in the cloud. IT has been fighting to retake control ever since. Today, IT is back in the driver's seat, according to new research by Enterprise Management Associates (EMA) ...

In today's fast-paced and increasingly complex network environments, Network Operations Centers (NOCs) are the backbone of ensuring continuous uptime, smooth service delivery, and rapid issue resolution. However, the challenges faced by NOC teams are only growing. In a recent study, 78% state network complexity has grown significantly over the last few years while 84% regularly learn about network issues from users. It is imperative we adopt a new approach to managing today's network experiences ...

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