IT Governance

Smart ITSM: 5 Things You Need to Know

What is “Smart ITSM?” It’s a way to maximize the benefits of the ITSM software tool through powerful workflow, software automation, and better APIs. It adds a layer of improvement on top of the already common software tooling for things like incident, request, problem, change, etc. In an article for SITS Community 360, Simon Kent describes five key facets of Smart ITSM.


The evolution of ITSM is smart according to Kent. This is despite the many dead-end innovation trends that tend to lead businesses astray:

The demonstration of business value is critical to ensuring a successful relationship between the business partner and service provider.  The demonstration of continual value supports the notion of ‘as a Service’ operating models…in this case, IT as a Service.  Value is predominantly derived from the cost effective delivery of service provider capabilities in concert with the attainment of business initiatives that support and deliver against the business strategy and drivers.

5 Pillars

In sum, the idea behind Smart ITSM is that IT should demonstrate its capacity to invest strategically, and to deliver value to the business. It can do this mainly in five ways:

  1. Business relationship management (BRM): the link between business partners and the IT service provider
  2. Business experience: providing for the customer experience through measuring transactions, overall perception, and a net performance score
  3. Powerful data integration: synchronizing data from multiple vendors, and on multiple levels, so that the ITSM software tool does not operate in a silo
  4. Process automation and the elimination of waste: Smart ITSM is all about operational efficiency, often through leveraging automation.
  5. Continual service improvement (CSI): Smart is a pragmatic business approach to ITSM software, giving CSI an overarching focus.

Some challenges to Smart ITSM include: the gap between IT and the business, replacing old initiatives unnecessarily, a lack of continual improvement, and/or a lack of leveraging ITSM software capabilities. Although many IT innovations are challenged by obstacles (not the least of which are their own shortcomings), Smart ITSM will work because it takes an existing capacity (software tooling) and makes it better – or should I say, smarter?

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