Business and technology are aligning in new and exciting ways, but the potential benefits of IT and corporate operational synergy are difficult to leverage if organizations remain latched to legacy work methodologies. Advanced IT service management systems have emerged to resolve this problem by positioning business units to leverage the same tools that the IT service desk uses to support technology and make sure it does what is needed to meet business demands. With 2015 presenting itself as a year when technical change will be inevitable in the enterprise, many organizations are facing challenges that require the implementation of process modules that bring ITSM functionality to business units. Three such challenges are:
1. Regulatory Compliance
Regulatory laws are becoming stricter and more complex all the time as data privacy laws evolve to meet growing cybersecurity concerns. Regulatory compliance isn't just a technology issue. In fact, many standards focus on records management, a task that is increasingly part of the IT sphere of operations even though it has long been the realm of accountants, human resources representatives and professional clerical workers who specialize in the wonders of handling sensitive paperwork in compliance with regulatory laws.
As more organizations move away from paper records, these work departments become more dependent on IT systems and technology processes to get the job done. For example, a human resources worker onboarding a new worker will need to get key forms and identification documents from that worker, scan them into the system and move them into a secure file. At the same time, the worker will need to pass some key data over to IT so the support team can set up a new workstation with the correct credentials. Passing these processes between users while maintaining regulatory compliance is a complex matter, and requires extensive documentation. A good process module solution will give organizations the tools they need to move sensitive processes between business and IT users without risking any regulatory compliance problems.
2. Sophisticated Meetings and Conferences
Meetings are getting more complex than ever as videoconferencing and unified communications systems become more important within organizations. At the same time, increased consumption of video in the enterprise has been a rising trend for a few years now. The result is a situation in which meetings are getting more sophisticated and remote work capabilities are leading to more people attending conference calls, making videoconferences for meetings or putting up screen shares. Conference rooms need to be equipped to support these meetings and configured in a variety of ways. Giving your facilities team access to process modules allows them to schedule room setups, maintenance and repair tasks to make sure conference rooms and supporting equipment are equipped to meet the needs of business users. This can play a key role in helping managers and other personnel interact with facilities teams more effectively and support the more complex meetings that are becoming common in the enterprise.
We've discussed the consumerization of IT in great detail in the past, but what has slipped under the rug a bit is how consumerization isn't just changing how people access technology, it is altering their expectations in the workplace. As employees begin to expect a more flexible work environment, they increasingly need process management tools that help them interact with IT systems and support teams in a more efficient way. Process modules can serve as the intermediary in this area, making sure workers stay connected to key technology channels regardless of where and how they are getting the job done.
Business is changing and technology is at the center of this shift. ITSM process modules that help non-technology workers access service management tools can play a key role in keeping up with new challenges.