To stay relevant in the market, companies are encouraging digital transformation across their workplaces. As usual, the back office is the last to get any attention. However, you cannot run for long with legacy systems in the long-term. In this article at SITS, Sarah Lahav from SysAid advises how to introduce digital transformation into the back office with ITSM tools.
Digital Transformation with ITSM Tools
By digital transformation, Sloan MIT understands introducing technologies to improve performance, relationships, processes, and value. Meanwhile, McKinsey observes the term is different from company to company. To some, it means better customer engagement while others think of new business propositions. Digitization also means catering to the workforce needs and finding ways to align people, processes, and technology with company strategies.
Leaders need to understand that investing in new products or services would be futile without revamping the back office first. People are at the heart of digital transformation and not technology, unlike popular beliefs. Employ your energy more on improving the customer experience and evolve around it. Merely optimizing processes of IT department without a relevant focus on customer-centric processes will not help. Since the digital transformation is an ongoing process, be ready to hone up your problem-solving skills for the long-term.
The Real Picture of Back Office Now
Though digital transformation has come about for quite a while now, little has been done to improve back-office operations. HR systems are handling data management, but the HR department is still addressing requests manually. Nobody knows about work volume, the time taken, backlogs, quality of adherence to processes and policies, targets achieved, or feedback. So, while companies are promising customers improved processes, they are still relying on their homegrown manual processes.
With ITSM tools coming into the picture, your back-office operations receive the following benefits:
- Best practices for service management
- Clever workflow automation and orchestration
- Automated alerts and notifications
- Better knowledge management
- Introduction of self-service portals, AI chatbots, and mobile apps
- Improved coordination abilities
- Work visualization dashboards and status reporting
Enterprise service management is nothing but the ‘use of ITSM principles and capabilities in other business areas to improve performance and service.’ So, if ITSM is already in place in your company, start digitally transforming other business departments like the back-office operations.
To view the original article in full, visit the following link: https://www.servicedeskshow.com/feature/how-itsm-tools-help-with-back-office-digital-transformation/