A recent Forrester report helps IT infrastructure and operations (I&O) leaders understand the business and IT impact of service management and automation (SMA). While both IT service management (ITSM) and automation can be used effectively in isolation, I&O organizations should be seeking to use them in tandem for an "amplified" business impact.
The General Benefits Of Service Management And Automation
The general benefits of SMA can be divided between the I&O organization and the business, though these benefits often overlap:
While SMA is much more than the adoption of IT infrastructure library (ITIL), the ITSM best practice framework, thinking and processes — ITIL's benefits are quite reflective of the general benefits of broader SMA. In a survey of 491 members of the USA chapter of the IT Service Management Forum (itSMF), Forrester found that organizations which adopted ITIL experience the following benefits:
Improved staff productivity that allows the business to become more competitive (85%).
Heightened quality of service that improves business uptime and customer experience (83%).
Reduced operational costs to reinvest in new and innovative initiatives (41%).