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EasyVista | August 18, 2023

Digital Service Management—The Key to Long-Term Business Growth

Given the reliance of technology-first initiatives and the prevalence of internationally staffed companies (integrations of many languages and cultures), companies need to handle no short of a million things—reminders (i.e, texts and emails), online payments, chatbots, and knowledge bases galore—to provide a great experience for the end user.  

Chaotic, to say the least, if you’re unprepared.  

Don’t want that? Let’s explore how digital service management can help you stay competitive and improve your business from all angles. 

What is digital service management? 

Digital service management, also known as ITSM or IT Service Management, describes the planning, execution, and continual assessment and review of an organization's end-to-end IT needs. The focus of ITSM is providing modern, tech-first approaches through automating service requests, building self-service portals to alleviate direct human interaction for solutions, using data analytics to proactively address potential issues, and more. All of this is in an effort to provide customer-centric solutions that are efficient and effective.  

4.71 trillion U.S. dollars is expected to be spent globally in 2023 on IT devices and software. To handle the influx of monetary dependency and investments companies are making across the globe, a strong emphasis is needed on processes and automations that establish secure and efficient communications with the end user—the reason companies stay in business. Not an easy task by any means, but with digital service management, it’s doable.  

What is a digital transformation? 

With business becoming more and more digitally focused, companies are being required to transform —bringing IT service management into the center of running a company in the 21st century.  

Digital transformation combines technological expertise, strategic planning, and collaboration across all key stakeholders (or departments if referring to an entire organization digital transformation) to drive growth. In the specific context of IT (Information Technology), digital transformation is the process of adopting and deploying technologies and solutions across all functions and operations within the department. The goal of a digital transformation is to bring companies into the modern world by increasing more efficiency (in theory, make more money) and leveraging tools to improve the end user experience.  

Key facets of IT digital transformation include process optimization, data-driven insights, new technology adoption, change management, integration, and continuous improvement. 

Why does digital transformation matter? 

Digital transformation isn’t about using technology for the heck of it; digital transformation is about using technology to your advantage and driving growth. Those who recognize the value of transformation will thrive as the world becomes even more reliant on digital solutions. 

Benefits of a digital transformation 

  • Gain a competitive advantage 
  • Operate efficiently 
  • Make data-driven decisions 
  • Have a global reach 
  • Manage risks effectively 

The pieces that make a digital transformation successful

  • A clear strategy with a roadmap – What part of the business is the transformation impacting and how is it impacting the domain? Special focus should be on areas of the business that drive serious value (customer experience, support, operations). Break down the process with a product roadmap to understand its entirety.  
  • Great technology and people who understand technology – If your company does not have access to in-house engineers and other technical people, you need to make sure the company you outsource is reputable and well-versed in what they’re doing. Additionally, make sure they train you in how to manage the information and systems after the transformation is complete. 
  • Reliable and accessible data – Don’t create roadblocks. Give people access to the information they need, when they need it. Invest in strong governance to maintain access rights and keep everything secure, but don’t make it difficult for those who need information to find it.  
  • Internal adoption – For anything to stick within an organization, there needs to be clear change management and an understanding (across all stakeholders) why the new digital service management processes are being instated. Those in charge (managers and executives) need to be 100% fully on board.  

What tools and services are needed for digital service management? 

There’s no shortage of tools for your company to choose from to help with digital service management. That said, before you sign on the dotted line for a new software or tool, consider the following: 

  • Functionality — What needs solving? Does the tool solve your problem? 
  • Integrations — Does it integrate with your current tools and resources (or ones you’re going to invest in)? 
  • Scalability — Will the resource work as your company grows? Can you add more users or is there a cap? 
  • Ease of use — Can you set up and deploy the tool easily or do you need training? 
  • Cost — Is it within your budget? If not, what are the upsides to paying more? 

How EasyVista helps with Digital Service Management 

As you can see, EasyVista’s tools and services do a lot to help improve your end-to-end service management workflows and systems. Our cloud-based IT Service Management (ITSM) software gives you broad coverage of ITIL process areas (ex: Demand Management, Financial Management, Availability Management, and Project Management) from one platform. Our platform is easy to use and easy to deploy—you’ll see the difference immediately.  

Additionally, you can: 


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EasyVista is a global software provider of intelligent solutions for enterprise service management, remote support, and self-healing technologies. Leveraging the power of ITSM, Self-Help, AI, background systems management, and IT process automation, EasyVista makes it easy for companies to embrace a customer-focused, proactive, and predictive approach to their service and support delivery. Today, EasyVista helps over 3,000+ enterprises around the world to accelerate digital transformation, empowering leaders to improve employee productivity, reduce operating costs, and increase employee and customer satisfaction across financial services, healthcare, education, manufacturing, and other industries.