How to monitor IT Service Management using SMART tools and technologies.

How to monitor IT Service Management using SMART tools and technologies: A blog about how an IT Service Management system works and how it can be used to improve service delivery.


IT executives have high expectations for IT service management (ITSM) technologies, and it's no longer just about the IT help desk. The best ITSM solutions provide automated capabilities for conducting development, decreasing mistakes, expediting fixes, and accelerating IT operations deployment. Implementing an IT service management system improves service delivery by standardizing workflows and procedures.

According to a recent Forbes Insights survey, 57 percent of respondents believe ITSM is crucially significant to their digitization efforts, while 56 percent believe the technology, also known as service management automation, is absolutely critical (or near to it) for their big data and cloud computing strategies.

Meanwhile, numerous factors are pushing changes in ITSM. These include the use of hybrid IT all over the applications and infrastructure stacks. The acceleration of processes as a result of DevOps and BizOps approaches and the continuous transition to the digital economy connects IT to market and customer dynamics.

Technology is always evolving. According to George Spalding, senior vice president of Pink Elephant, a supplier of ITSM professional consulting services, it may be used to minimize average time-to repair (ATTR) and also minimize mistakes that reach the production stage. Hence freeing up IT to concentrate on other initiatives that bring value to the company.

How SMART tools and technologies Help in Monitoring IT Service Management

1) Artificial intelligence (AI) could reduce expenses and improve service.

AI and machine learning (AI) will assist ITSM in resolving problems on the customer service counter more quickly, promising to enhance customer experience while lowering costs. The initial testing grounds will be predictable and repetitive tickets.

AI has the potential to allow experienced workers to return to more challenging professions while maintaining high-level service to inner consumers. The use of big data analytics and AI to spot bad trends and deliver an automatic reaction will allow ITSM systems to "learn" more situations depending on the human activity of IT workers. According to Spalding, this will increase; IT's a reactive approach to event and issue management.

According to the worldwide ITSM Future Readiness Survey, performed last year by and ManageEngine, AI may be considered the next automation step, following data center automated systems, IT service management workflow automation, and orchestration. While conventional technology has done the hard lifting for organizations, AI and machine learning, according to the paper, will handle the "heavy thinking."

ITSM solutions will continue to "learn" more scenarios derived from the human activity of the IT team by employing AI and big data analytics to spot unfavorable trends and deliver automatic answers, boosting IT's responsiveness to the incident and issue management.

Some AI-infused products that add new features to ITSM may function across several systems, but others may be created on top of a single ITSM platform. In any case, this will be up to businesses to create the enabling infrastructure and integrate analysis tools and techniques to information recorded by ITSM systems to support corporate and IT decisions.

2) ITSM will broaden its scope to include IoT.

One area where ITSM may be tempting is in the management of the Internet of Things (IoT). ITSM is fundamentally about automating service activities, which includes identifying IP-enabled system elements and dynamic data structures of record. Having a comprehensive picture of the corporate networks and the programs that map them helps improve modification and configuration management predictions and assist decrease service disruptions that affect business.

This is especially important with the Internet of Things, which is renowned for introducing hundreds, if not thousands, of smart technologies to networks. Keeping track of all of them manually is beyond the capabilities of humans. ITSM systems will face more pressure to automatically find, poll, and monitor such devices.

3) ITSM will become more important in DevOps.

Service automation inside a DevOps future will increase data exchange between IT process improvement and developers, in addition to ITSM's increasing factor in boosting IT support.

IT operations teams may help the sustained release cycle by improving issue management using ChatOps, which links people, tools, processes, and automation in a clear workflow.

4) Service automation will become increasingly pervasive in the cloud.

Over the coming year, ITSM will expand its focus to include administering and maintaining cloud and hybrid cloud programs and environments. The cloud may be a "black box," with IT having little grasp of what's going on within and how to identify and manage issues that affect business operations and services.

Hybrid IT is being pushed by affordability and adaptability requirements, and it is extending past infrastructure into the domains of application, platform, and service. It necessitates numerous deployment, usage, and financing choices in ITSM technology, as well as services provided by these tools.

Cloud, as well as on-premises delivery formats, are commonly supported by mainstream ITSM product providers. Some even provide a hybrid approach, allowing firms to switch among the cloud and on-premises as businesses need to evolve. Continuous adherence to ITSM best practices supported by robust management tools drives innovation and sustains high service standards. Most companies, though, will choose one of two paths.

Shifting from on-premises to SaaS-based ITSM products makes sense for firms that want to concentrate on their core competencies. It is because the standardized and "out-of-the-box" service-provisioning methods of SaaS-based solutions allow businesses to worry less about the complexities of service administration.

Whenever it comes to handling things like ITSM upgrades and modifications or defining who holds data about IT resources and business services housed in configuration management systems, the public cloud might provide issues.


In the coming year, vendors and consumers will strive to prioritize the integration of external enterprise applications with ITSM software. Such as money planning, facilities, and HR applications. Consider staff onboarding processes, which must operate across particular HR and facilities departments while also subscribing to greater IT service operations. To ensure that systems support processes for new customers, the configuration of the system, and many other modifications.

This is a fundamental reason why many firms choose a platform solution for ITSM rather than just a single solution. The push for a digital economy has altered how people are working as well as the consumer experience they expect. ITSM will become equally relevant to service customers, back-end analysts, and business users in the future. Empower IT teams to prioritize incidents effectively based on business impact with the help of  IT service management tools.

Author Icon