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IT service management (ITSM) resources have traditionally focused on putting out fires\u2014that is, reacting to needs and solving problems as they arise.<\/p>\n
Evolving beyond that model to create a service-based practice requires addressing the gap between old, on-premise legacy systems and a cloud-based one. A modern ITSM model includes automation that drives responsiveness and efficiency while generating visibility, transparency, and clear reporting to create proactive, data-driven decision making.<\/p>\n
What does it mean for IT to be a service center?\u00a0<\/strong><\/p>\n Modern IT service management solutions are strategic and cross organizational. Rather than just being resolution focused, IT practices become invested in the larger role they play in delivering an excellent customer experience. By becoming a single point of contact focused on compliance, self-service, and full integration of all agency departments, they work toward the larger goal of improving IT, communication, and business processes across the organization.<\/p>\n Ultimately, they focus on three key areas:<\/p>\n Innovation<\/strong><\/p>\n Ask most IT professionals about their challenges and they\u2019ll mention siloed data; assumption-based decision making; inefficient workflows and manual processes; lack of visibility into requests, projects, and workloads; and expensive maintenance of legacy, on-premise IT infrastructure.<\/p>\n All of these challenges steal time, deplete resources, and drain budgets, leaving little money or energy for innovation.<\/p>\n Modern IT service management, on the other hand, focuses on improving collaboration across departments and agencies, automating manual processes, decreasing delivery times, consolidating data into one unified view, creating clear accountabilities between Dev and Ops teams, and fostering agility and responsiveness.<\/p>\n ITIL best practices\u00a0<\/strong><\/p>\n Organizations looking to implement the right framework to facilitate their digital transformation can take advantage of recognized ITIL best practices via a modern IT service management platform. The result of such practices includes supporting an agency\u2019s holistic goals, enabling change, managing risk, and continually delivering a better customer experience.<\/p>\n Additionally, enhanced information quality stemming from an integrated solution removes guesswork so agency leaders can gain deeper insight into high-demand areas and opportunities for further improvement.<\/p>\n