According to recent research, tactical maneuvers are underway for digital transformation (DX). IT leaders are targeting an overhaul of IT service management (ITSM) to increase efficiencies, accuracy, and cost savings.
Companies plan to act fast; respondents to an IDG survey say they anticipate most technology changes for DX will occur within the next six to 12 months. Their tech priorities include moving to the cloud (C), leveraging cognitive capabilities (C), and adopting containers (C).
The adoption of these three critical Cs demonstrates the need for a comprehensive cognitive service management solution that connects the dots and delivers an automated, proactive, and predictive approach to IT service delivery.
Multi-device, multi-channel, multi-cloud
Digital transformation efforts are well underway. However, organizations face pressure to move with precision and speed to enhance the experiences of customers and users.
For example, employees expect to work according to their preferences, receiving services via Slack, Skype, or chat on the devices of their choice. Customers also demand faster service and interactions via multiple channels. Sales and support personnel must be equipped with the right technology and data to ensure clients are satisfied.
Another reality is the need to manage multi-cloud environments. In fact, 86% of IT leaders say multi-cloud is critical or very important to their strategies, according to IDG research among 200 U.S.-based IT executives across all industries. Their primary goals include improving:
- data/application availability
- operational efficiency and cost savings
- resource utilization
- speed of application deployment
- competitive advantage
Those companies further along with their DX initiatives are more likely to have already integrated cloud computing and storage from two or more vendors.
In addition to multi-cloud, IT leaders say cognitive capabilities (80%) and container technologies (76%) are critical to their DX objectives.
Individuals now are familiar with digital assistants such as Siri or Alexa, and expect to use them to get work done, which is why companies place cognitive technologies at the forefront of their planning. IDC anticipates in 2019, 75% of workers who use enterprise applications will interact with intelligent digital assistants to support existing skills and expertise.
Companies already are incorporating two to three cognitive technologies — artificial intelligence, machine learning, chatbots, virtual agents, robotic process automation — into applications, according to the IDG research. They’re doing so to improve back-office operations and enhance customer and agent experiences. Long term, the goals of these self-service automation capabilities are to increase operational efficiency, reduce IT labor costs, and improve the accuracy of service delivery.
Containers also shape DX initiatives and improve service management. The DevOps movement has revolutionized application development, allowing companies to reliably, securely, and continuously build, test, integrate, and deploy systems and applications. Containers ensure the DevOps workflow process is secure, stable, and reliable.
Toward the Cognitive Enterprise
The evidence that companies find cloud, cognitive, and containers to be critical to their DX efforts demonstrates a major movement from traditional IT service management toward cognitive service management (CSM).
CSM is a proactive, predictive approach that leverages automation and cognitive capabilities to simplify and speed IT service delivery while lowering costs. By embedding technologies such as AI and machine learning into the IT service delivery lifecycle, CSM helps companies propel their digital transformation efforts and deliver dynamic user experiences. These cognitive capabilities, combined with the scalability of multi-cloud environments and the container delivery model, enables everyone — from developers to LOBs — to move at the speed of modern business.
Find out more about the future of service management at BMC.com/helix.