For many IT services firms and managed service providers (MSPs), the phrase “a victim of your own success” will be ringing true right now. The pandemic increased demand for services as customers ramped up their remote working, and customer-facing e-commerce systems.
But as services firms race to keep up with demand, it’s easy to miss revenue opportunities and overlook costly inefficiencies in the business. The underlying systems and processes are either siloed legacy ones, or IT complexity makes it hard to work out what’s really going on with things like service levels, contracts, and costs.
A unified services approach could be a better option for MSPs and IT service firms reaching for the next level of business transformation and maturity.
It can provide greater visibility and control; modernise and standardise legacy IT tools; and improve the customer experience, while supporting the business’s transformation strategy.
As a ServiceNow specialist with digital transformation experience that came from the client-side, we’re seeing businesses we work with gaining these advantages by looking at ServiceNow as a strategic enterprise business platform.
We’ve found that, by integrating ServiceNow ITSM with other modules such as IT Business Management (ITBM) and Customer Service Management (CSM), service suppliers can become more proactive, increase their productivity, control costs, and make smarter decisions.
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