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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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AI is the catalyst for significant investment in data teams as enterprises require higher-quality data to power their AI applications, according to the State of Analytics Engineering Report from dbt Labs ...

Misaligned architecture can lead to business consequences, with 93% of respondents reporting negative outcomes such as service disruptions, high operational costs and security challenges ...

A Gartner analyst recently suggested that GenAI tools could create 25% time savings for network operational teams. Where might these time savings come from? How are GenAI tools helping NetOps teams today, and what other tasks might they take on in the future as models continue improving? In general, these savings come from automating or streamlining manual NetOps tasks ...

IT and line-of-business teams are increasingly aligned in their efforts to close the data gap and drive greater collaboration to alleviate IT bottlenecks and offload growing demands on IT teams, according to The 2025 Automation Benchmark Report: Insights from IT Leaders on Enterprise Automation & the Future of AI-Driven Businesses from Jitterbit ...

A large majority (86%) of data management and AI decision makers cite protecting data privacy as a top concern, with 76% of respondents citing ROI on data privacy and AI initiatives across their organization, according to a new Harris Poll from Collibra ...

According to Gartner, Inc. the following six trends will shape the future of cloud over the next four years, ultimately resulting in new ways of working that are digital in nature and transformative in impact ...

2020 was the equivalent of a wedding with a top-shelf open bar. As businesses scrambled to adjust to remote work, digital transformation accelerated at breakneck speed. New software categories emerged overnight. Tech stacks ballooned with all sorts of SaaS apps solving ALL the problems — often with little oversight or long-term integration planning, and yes frequently a lot of duplicated functionality ... But now the music's faded. The lights are on. Everyone from the CIO to the CFO is checking the bill. Welcome to the Great SaaS Hangover ...

Regardless of OpenShift being a scalable and flexible software, it can be a pain to monitor since complete visibility into the underlying operations is not guaranteed ... To effectively monitor an OpenShift environment, IT administrators should focus on these five key elements and their associated metrics ...

An overwhelming majority of IT leaders (95%) believe the upcoming wave of AI-powered digital transformation is set to be the most impactful and intensive seen thus far, according to The Science of Productivity: AI, Adoption, And Employee Experience, a new report from Nexthink ...

Overall outage frequency and the general level of reported severity continue to decline, according to the Outage Analysis 2025 from Uptime Institute. However, cyber security incidents are on the rise and often have severe, lasting impacts ...