ITSM+
ToolkitHow to go beyond the service
desk to make ITSM processes andtools the center of your connected
enterprise workflows

Inside:01

Knowing what you have02

Understanding what you have

03

Turning insights into value

04

Accelerating service delivery

05

Connecting enterprise workflows

06

References

This toolkit provides you with practical steps and illustrative
use cases to help your organization scale and innovate,
create a foundation for improved service and process
management across the entire organization, and improve
employee and customer satisfaction alike.

This document is provided strictly as a guide. No guarantees can beprovided or expected. This document contains the confidential information
and/or proprietary property of Ivanti, Inc. and its affiliates (referred tocollectively as “Ivanti”) and may not be disclosed or copied without priorwritten consent of Ivanti.
Ivanti retains the right to make changes to this document or related productspecifications and descriptions, at any time, without notice. Ivanti makes
no warranty for the use of this document and assumes no responsibility
for any errors that can appear in the document, nor does it make acommitment to update the information contained herein. For the mostcurrent product information, please visit ivanti.com

ITSM+ Toolkit

2Introduction
The expansion of Everywhere Work has enabled

Expectations for service have never been higher,

How to overcome these barriers? Simply put, byorganizations to rapidly grow. At the same time, behindadding to the pressure that IT, security teams, andenabling more connected and simplified processes

the scenes, IT environments are quickly becoming

other teams such as HR, legal, and finance alreadyacross the entire organization. Unlock essential

more complex. Each employee uses on averageface. Common as they are, such growing pains can

productivity to power your next stage of growth

2.6 devices to do their job every day. This means

put the brakes on your ability to scale for future

by streamlining your IT environment and creating athat your IT professionals must manage and secure

growth and even make it difficult to maintain apositive employee experience with enterprise service

a rapidly expanding array of endpoints. They also

competitive position in the market. Manual processes

management best practices.

urgently need smart, innovative strategies to reduceand inefficient workflows can quickly drain internal

ticket volume and accelerate first call resolution.

productivity, diminish employee satisfaction, introduce

Just as IT systems and processes must transform tosecurity and compliance risks, cause budgetary

become more nimble and service-oriented, so too

overages, and ultimately limit your ability to provide amust the systems and processes across the rest ofhigh quality customer experience.

your organization — and IT can play a crucial role as a
strategic enabler during this transition.

ITSM+ Toolkit

301
Knowing what
you haveChallenge

32%

Identifying all assets thataccess your network at
all times.

of IT professionals
think that their IT
spend is wasted.1

You’re looking for the right mix of tools and processes that will help
you protect what you have now and prepare for the future. You can’t
protect and service what you don’t know about, though.
Without full visibility into all of your technology assets and services(including endpoints and servers), you’ll always be a step behindwhen it comes to defending the organization from ever increasing
cyber threats, effectively resolving IT support requests, or staying
compliant. Now that your endpoints are located far beyond the
traditional perimeter, extending right to the edge, discovering andsecuring them is an incredibly complex task. Moreover, you may also
be missing out on opportunities to optimize your technology spend.

Did you know?
Only 47% of IT professionals agree completely that
their organizations have full visibility into every
device that attempts to access their networks.2

ITSM+ Toolkit

Knowing what you have

Understanding what you haveTurning insights into value

Accelerating service delivery

Connecting enterprise workflows

References5AnswerA single view of your entire IT estate that provides the full view onwhat you already have and keeps tabs on it as it evolves.
No more tracking spreadsheets and no more ghost assets. Once you’ve got that

The team can easily optimize the organization’s IT spend by identifying unused or

picture in place, you now have clear visibility into how your asset real estate isunderused assets and leveraging them to replace the ones that need replacing or

connected. Your service desk has access to comprehensive information on all

re-allocate them. This way, your organization can get the most value from its IT

your IT assets at all times, which allows them to quickly identify issues and fix themdollar. And with the time saved, your IT team will be able to focus not just on where

without flicking through a multitude of spreadsheets. What’s more, they can see theyour technology is today but where it’s headed next.

potential impact of those issues on the environment and alert IT security teams if
there’s a larger risk to the network.

32%

of IT professionals still
use spreadsheets to track
their devices.2

ITSM+ Toolkit

Knowing what you have

Understanding what you haveTurning insights into value

Accelerating service delivery

Connecting enterprise workflows

References

6

How toLook for a solution that enables
not just active asset discovery,
but also passive.

An agentless approach allows you to quickly gain a complete picture of all your IT
assets without the need for installing software directly on them, saving crucial timeand boosting IT productivity. This capability can be especially helpful when you’redealing with limited bandwidth, for example. By using service mapping to highlightthe relationships and dependencies between your underlying data center services
and your applications, you can quickly determine the root cause of an issue, evaluate
its impact, and assess the risks it poses to your business.

How often should I be scanningfor new assets?

Why is active discovery alone
not enough?

Rather than periodically scanning for new assets, consider taking

Active discovery only scans what you already know. You can’t

advantage of tools that enable real-time detection of new assets

manage what you don’t know you have, and this poses aas they join your IT environment. That way, in addition to finding

significant security risk. Passive discovery uncovers assets you

assets that you already know are present, you will also be able

didn’t even realize were part of your IT environment–often up toto quickly detect ghost assets, or devices that you didn’t expect

20% or 30% more than you thought you had. It can also identify

to find.

malicious actors who have gained unauthorized access to one
or more assets in your estate. A mix of both active and passive
discovery can help you identify and secure all of your assets—
not just the ones that were already on your radar.

ITSM+ Toolkit

Knowing what you have

Understanding what you haveTurning insights into value

Accelerating service delivery

Connecting enterprise workflows

References7

Benefits
Real-time visibility across yourentire IT estate
A clear view of dependencies
between services and applications

70%

Accurate data on all assets,
all in one place

Cost savings over the previous vendor
achieved by an energy company
thanks to modern ITSM and ITAM
solutions adoption.3

Increased IT productivity“Equipped with the complete
picture of our infrastructureand data flow through Ivanti
Neurons for Service Mapping,
we now have the insights
for our business continuity
model to prioritize availability
and quickly restore businesscritical services that are mostimpactful to our customers.”4

Optimized IT spend

Robert Hanson, Information Technology Director,
The First Bank

ITSM+ Toolkit

Knowing what you have

Understanding what you haveTurning insights into value

Accelerating service delivery

Connecting enterprise workflows

References8

Imagine this...

You are now able to extend your visibility horizon.

While evaluating the IT environment’s security,

What’s worse, machines are becoming

By leveraging active and passive discovery toan IT analyst, discovers that only 75% of theunmanaged and many assets are either

support enterprise service management, they

organization’s assets are known.

incorrectly configured or not up to datecan promptly create an accurate inventory andwith patches.

help the business more effectively manage therisks it actually faces.

ITSM+ Toolkit

Knowing what you have

Understanding what you haveTurning insights into value

Accelerating service delivery

Connecting enterprise workflows

References

902
Understanding
what you have

Challenge

53%

Maintaining and managing all
IT assets' data in one place.

of all data loss andsystems downtime
is caused byhardware failure.5

Reconciling the records between multiple discovery and/or inventory
tools, let alone keeping accurate records in your IT asset tracking
spreadsheets, consumes time you simply don’t have. Without the benefit
of intelligent tools to automate the IT asset discovery process, your teammight not get around to making critical updates on a timely basis.
While you’re trying to make sense of all the conflicting information
before you, crucial IT assets are likely going unmanaged andunprotected–putting your business at risk. This is why it’s essential
to create a single source of truth for all of your business assets andkeep it continuously up to date.

Did you know?
32% of ITAM professionals view the needs ofdifferent groups in the organization to be socompletely different that they require
separate systems.1

ITSM+ Toolkit

Knowing what you have

Understanding what you haveTurning insights into value

Accelerating service delivery

Connecting enterprise workflows

11

ReferencesAnswer

Comprehensive IT asset
lifecycle management,
integrated with existing tools
and delivered in one platform.
Find an IT asset management solution that gives you a unified viewof all of your IT assets, including hardware, servers, clients, virtual
machines, cloud and software assets — as well as data on their usage,
performance, and warranty status. The right solution will be able toautomatically and continuously keep tabs on all of these assets frompurchase to disposal, providing you with up-to-date purchase, use andspend information at a glance. All of these insights will help you makesmarter decisions about the assets in your IT estate.
If your organization already uses a configuration management
database (CMDB), consider how you will integrate the two systems.
By proactively crafting a plan for improved IT asset management, you’ll
be able to successfully track, configure, optimize, and strategicallymanage all of your IT assets through their entire lifecycles. With all
asset details at the ready, your service desk will be able to resolve
issues faster and more effectively. Your security teams will also be able
to easily identify potential compliance issues or security vulnerabilities,
enabling the organization to better manage risk.

Why is the inventory data I getfrom Active Directory not enough?
Many businesses use Active Directory to manage IT users andassets, but it was not designed with today’s Everywhere Workenvironment in mind. With a newly expanded IT estate spanning
on-premises data centers, cloud applications and services, andmobile endpoints, IT teams need more robust tools to accurately
and efficiently track and manage all of their assets.

ITSM+ Toolkit

Knowing what you have

Understanding what you haveTurning insights into value

Accelerating service delivery

Connecting enterprise workflows

12

References

How to

Implement an integrated
and sustainable asset
management processacross the organization.

What are normalization & reconciliation?
Normalization is the process of making sure that assets’ names and other key
information about them are standardized. By reconciling the asset data you bring into
your IT asset management solution from the various data sources you have used sofar, you will be able to create a single source of truth for all of your IT assets.

1

3

2

First, define what you need to track. This

Next, normalize and reconcile yourFinally, give some thought to how you

step will aid in performing asset mapping

asset information by making sure allwill incorporate your new IT assetof both IT and non-IT assets, includingof your assets are uniformly named

management processes into yourhardware, software, and consumables.

and cataloged. This will allow you toregular, cross-departmental workflows.

Next, decide what information you will

create a single source of truth for all ofThat way, nothing will fall through theneed to collect in order to track the fullyour IT assets that your organization

cracks once your single source of truth islifecycle of each asset type (for example,

can trust. Third party data connectors

in place.

usage, performance, location, warranty,

can augment your existing records,

licensing status, contracts, vendors,

automatically creating a 360 degreeand patch status). Create a plan for how

asset view on your behalf and keeping it

you will track managed assets versus

continuously up to date.

unmanaged assets.

ITSM+ Toolkit

Knowing what you have

Understanding what you haveTurning insights into value

Accelerating service delivery

Connecting enterprise workflows

13

References

Benefits
Single lifecycle tracking
and asset repository
Improved vendor and contract
management as well as better
device and license management,
resulting in optimized costs
Asset managementfrom anywhere85%
of IT professionals view theirasset management automation
and AI investments as
profitable ventures.1

The opportunities with Ivanti
Neurons for ITAM are endless.
We’ll also be able to see how much
we spend each year to maintainour technology solutions anddetermine if we need to adopt
cloud-based solutions, for example,
in place of an on-premises solution
to save money.”6
Jenny Rock, Product Engineer, City of Seattle

ITSM+ Toolkit

Knowing what you have

Understanding what you haveTurning insights into value

Accelerating service delivery

Connecting enterprise workflows

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References

Imagine this...

You can now connect and secure
all data in one place.

An energy company used two separate tools

By updating to an integrated environment

From there, members of the IT team were able

to manage IT requests and IT assets. As thethat includes both service management

to quickly drill down into any of the company’sbusiness grew, these tools became too large

and asset management, IT was able to

IT assets on demand, access key details about

and unwieldy to meet the company’s

create a single source of truth for all of thethose assets, identify the root cause of issues

day-to-day requirements.

organization’s assets, both IT and non-IT.

affecting employee productivity, and takeprompt action to resolve them.
ITSM+ Toolkit

Knowing what you have

Understanding what you haveTurning insights into value

Accelerating service delivery

Connecting enterprise workflows

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References

03
Turning insights
into value

Challenge

28%

Delivering efficient IT support
in the Everywhere Work for
improved employee experienceand productivity.

of employees wish
for a more responsive
service desk2

Employees use multiple devices to get their work done, generating an
increased volume of tickets in turn. Your IT team must support all ofthese assets while keeping costs under control. Without full insight into
all the assets and services within the organization, not to mention therelationships and dependencies between them, your IT professionals
struggle to efficiently carry out these responsibilities. When the IT team’s
productivity drops, your users’ productivity also declines as they’re waiting
for their tickets to be resolved – and the employee experience suffers.
In today’s Everywhere Work era, your employees’ productivity depends onan efficient IT service desk and a positive employee experience. Without aunified view of the organization’s IT services, however, your IT team doesn’t
have the tools it needs to quickly and effectively resolve IT problems andincidents once users report them, let alone in advance.
Without access to the necessary insights, your IT teams may be struggling
to improve internal workflows, optimize technology spend, and service
users on an ever growing scale.

20 minutes
The average time it takes a user to refocus on a task.7

ITSM+ Toolkit

Knowing what you have

Understanding what you haveTurning insights into value

Accelerating service delivery

Connecting enterprise workflows

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ReferencesAnswerConnected and modern IT service management
within a single platform.
With a modernized service delivery model that allows for an in-depth understandingof both IT assets and their dependencies, your IT team can evolve to support theModern IT service delivery also allows your IT team to:needs of today’s hybrid workplace. This approach gives your service desk the full

• Streamline internal workflows.

context needed to accelerate first call resolution and even fix problems before• Implement ITIL service management best practices.

anyone notices them.

• Empower users with self-service tools.

An advanced IT service management solution can ultimately help your businessachieve a better return on investment (ROI) from its hardware, software, and cloud
assets — all while improving the employee experience for your employees and yourIT professionals.

86%of organizations are making
an effort to consolidate
asset-related tools.1

ITSM+ Toolkit

Knowing what you have

Understanding what you haveTurning insights into value

Accelerating service delivery

Connecting enterprise workflows

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References

How toConnect your IT asset discovery tooland IT asset management to your IT
service management solutions.
With the understanding gained by joining these enterprise service management
systems, your IT team can achieve faster and smarter ticket resolution.

This intelligent integration allows you to:
Accelerate your incident and problem
management processes.

Provide better self-service.

Then, use service mapping to highlight the dependencies between your IT assets
and services at your data centers. With easy access to intuitive visualizations of

Improve request fulfilment.

the entire IT estate, your IT team can get to the bottom of root causes faster. Apply
this tool for better IT knowledge management, giving your IT team a single sourceof truth regarding IT assets and services that can be used to streamline service andOptimize your service and asset configuration

support. You can also leverage service mapping to improve your change and releasefor better overall management.

management processes, proactively identify and address potential weaknesses inyour IT services, improve IT performance against service level agreements (SLAs),
and reduce costs.

ITSM+ Toolkit

Knowing what you have

Understanding what you haveTurning insights into value

Accelerating service delivery

Connecting enterprise workflows

19

References

Benefits
A unified view of IT services

A centralized repository forservice assets and configurations
IT’s Net Promoter
Score increase to

Resolve tickets faster andmore accurately

90%

Boost first call resolution
and reduce escalations

8

Quickly identify and resolve
service delivery issues"The feedback we received
was, well, no feedback. No
one was ringing up asking,‘What's happened to myjob?’ and that sort of thing.”8

Optimize service delivery
processes
Improve service levels andreduce costs

Stephen Peatling, Manager of Customer
Engagement, Victoria University

Provide a high quality employee
experience

ITSM+ Toolkit

Knowing what you have

Understanding what you haveTurning insights into value

Accelerating service delivery

Connecting enterprise workflows

20

References

Imagine this...

You can now deliver quicker, simpler
and better IT support.

A university was grappling with an outdated

Each time IT touched a job in the ticketing

By updating to an advanced IT service

legacy IT service management tool thatsystem, it would send an email to the user

management solution, the university was able

didn’t provide the visibility or the innovation

who had submitted the ticket. This caused

to dramatically improve service levels, provide

required for a quality customer experience.

unnecessary confusion and frustration.

easily accessible self-service channels, andraise the IT team’s net promoter score (NPS)from around 54-60% to 90%.
ITSM+ Toolkit

Knowing what you have

Understanding what you haveTurning insights into value

Accelerating service delivery

Connecting enterprise workflows

21

References

04
Accelerating
service deliveryChallenge

73%

Managing ever-growing
support requests efficiently
and at scale.

of IT and security
professionals report anincreased workload due
to remote work.9

Everywhere Work means more endpoints scattered across more
locations, yet your IT professionals must still deliver excellent service
using lean budgetary resources. When IT team members find themselves
overwhelmed by a high volume of tickets, incidents take longer to resolve,
the employee experience suffers, and organizational productivity isdiminished. As your IT environment becomes more intricate, encompassing
an increasingly vast constellation of endpoints, so too does the work ofyour IT team. IT needs intelligent service delivery tools and processes toefficiently manage ticket requests and shift its focus toward higher-impact
strategic projects.

Did you know?
41% of knowledge workers claim they have a harder time
getting support for tech issues.2

ITSM+ Toolkit

Knowing what you have

Understanding what you haveTurning insights into value

Accelerating service delivery

Connecting enterprise workflows

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ReferencesAnswer

Proactive IT support enabledby automation and AI.

Your businesses can accelerate its IT service delivery by taking advantage of
automated workflows and AI bots that proactively diagnose and remediate issues
24x7. By giving first-line analysts a 360 degree view of IT users and assets, you
can empower them to provide a higher standard of service and minimize disruption
to the employee experience. Unified endpoint management (UEM) lets your IT staff
centrally manage and secure all of the devices your employees use, leveraging
automation to accelerate deployment while creating more predictable and repeatable

32%

processes. All of these capabilities take routine tasks off your IT team’s plate, pave
the way for a truly self-healing environment, empower users to act on simple issues
themselves, reduce costs and minimize the gap between the pace of your techof IT teams experience an increase in
helpdesk tickets due to remote working.9

stack complexity growth and your ability to manage it all.

ITSM+ Toolkit

Knowing what you have

Understanding what you haveTurning insights into value

Accelerating service delivery

Connecting enterprise workflows

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References

How toTransition to automated workflows
supported by self-healing and AI bots.
Give your IT professionals the advanced

Raise the bar even higher by tapping

Consider deploying a virtual support

technology tools they need to provide ayour ITSM solution’s auto-detection andagent, complete with intelligent chatbot

modern support experience. Automate

remediation capabilities to create acapabilities, to give users the ability

pre-and post-ticket workflows, so you canself-healing environment. This way,

to answer their own questions andstreamline the support process from both

you can automatically fix common

resolve problems on demand. Use voice

the employee and IT perspectives. Configure

performance issues before users evenautomation to improve first call resolution

your IT service management solution to

notice them and proactively address

and tap sentiment analysis to accurately

automatically classify incoming tickets

security vulnerabilities that could put thegauge customer satisfaction levels

and assign them to the right personnel,

business at risk.

throughout the organization, on an ongoing

without requiring a member of the IT teambasis, without the need for a cumbersome

to even touch them. Once an IT teamannual survey. With all of these automation

member opens a ticket in their queue, they

advantages, your IT team will be able to

can leverage a unified view of the user’s

turbocharge its service delivery and drive

device to accelerate root cause analysis

stellar user and IT experiences.

and quickly get to the bottom of the issue
they’re investigating—often without having
to disrupt the employee at all.

ITSM+ Toolkit

Knowing what you have

Understanding what you haveTurning insights into value

Accelerating service delivery

Connecting enterprise workflows

25

References

Benefits$560.5K

Reduce the volume of
support tickets

The end user productivity associatedsavings from self-healing environment(risk-adjusted over three years).10

Accelerate time to resolution

Identify and reconcile issues
before users notice"We don’t need to interrupt
an end-user and theirday. We’re giving them abetter quality of life. We
pride ourselves on that asa community bank — wewant to deliver that kind ofcommunity experience toemployees and customers.
It’s what we’re really hoping
to accomplish for ourselves
and everyone.”11

Empower users with tools to resolve
and address issues on their own
Proactively improve the digital
employee experience withsentiment analysis

Jesse Miller, IT Specialist, SouthStar Bank

ITSM+ Toolkit

Knowing what you have

Understanding what you haveTurning insights into value

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References

Imagine this...

You can now deliver seamless experience toyour users with no interruptions.

1

2

3

A university leverages IT automation to deliverStudents arriving for lectures are pleased to

The university also uses these capabilities

software to computer labs across all of its

find that the software they need to use justto ensure that its growing complement ofcampuses, eliminating the need for individual

works as expected, with no interruptions.

cloud servers is fully patched and up-to-date,

IT team members to install it.

allowing IT staff to devote their skills towardsupporting education or research.

ITSM+ Toolkit

Knowing what you have

Understanding what you haveTurning insights into value

Accelerating service delivery

Connecting enterprise workflows

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References

05
Connecting
enterprise workflows

ChallengeStandardizing service delivery
across the organization.
As your business grows, its various departments and units inevitably
run into difficulty scaling their workflows to match. Eventually, theirservice delivery slips, organizational productivity as a whole declines, theemployee experience falters, and your organization struggles to reach its
next stage of growth.
At this point, external customers may also notice a dip in service
quality and start wondering whether they should begin considering thecompetition. Security and compliance challenges may arise, putting
the organization at risk. Departments may struggle to effectively
manage their budgets, resulting in unexpected overages that limit theorganization’s agility.
When organizations reach this inflection point, they must identify the best
strategies for providing a unified and scalable employee experience
across the entire enterprise.

ITSM+ Toolkit

Knowing what you have

Understanding what you haveTurning insights into value

Accelerating service delivery

Connecting enterprise workflows

29

ReferencesAnswer

Integrated enterprise service
management within one platform.

To alleviate these common organizational pains and open the door to continued
business growth, look for an integrated enterprise service management platform thatoffers end-to-end service, asset, and operations management solutions across notjust your IT organization, but also other teams such as HR, facilities and security.
This platform should support both cloud and on-premises implementation options,giving you maximum flexibility to deploy the necessary capabilities across your entire
IT infrastructure as needed. It should also provide a unified employee experience,
regardless of whether the problem, request, or ticket concerns IT, HR, facilities,
or security.

ITSM+ Toolkit

Knowing what you have

Understanding what you haveTurning insights into value

Accelerating service delivery

Connecting enterprise workflows

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References

How toMaximize Your IT Asset Management with aComprehensive Plan and Single Source of Truth.
1

3

2

First, connect your critical enterpriseThen, connect your security workflows

After that, link your third-party security

workflows to your enterprise service

to your enterprise management solution.

incident management software with yourmanagement solution and consolidate all

This step will allow you to automate

enterprise management solution, so you

business assets within your CMDB. Then,and enhance your security operations

can set up a similar process for tracking

allow your non-IT organizations, like HR andmanagement processes, beginning withand responding to a potential breach all

facilities, to design, build, and automate their

two mission-critical security workflows:

the way through to resolution.

service offerings. Give them a consolidated

vulnerability response management andview of every service they deliver, which

security incident management.

in turn lets them standardize and steadily
improve their processes.

These two security operations
management improvements streamline

Integrate your risk-based vulnerability

daily operations, but they can also

management (RVBM) software with yourfacilitate a DevSecOps approach toenterprise service management solution,

software development. And with central

so it can automatically create a ticket

oversight of who is assigned a security

when the RVBM identifies a potential

remediation task, your organization will bevulnerability. This way, your team can track

better able to meet its risk management,

the vulnerability response associated withgovernance, and compliance requirements.

that ticket through to completion.

ITSM+ Toolkit

Knowing what you have

Understanding what you haveTurning insights into value

Accelerating service delivery

Connecting enterprise workflows

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References

Benefits
Simplified and scalable
cross-functional processes
Single source of truth for all
business assets

40%

Enhanced security posture

reduction in support andmaintenance costs.12

Improved ROI on your
IT investment“Ivanti has a powerfulplatform. It is not just an IT
ticketing tool. It is a platformthat can be used outside of IT
as easily as within IT.”13
Mark Temple, IT Service Project Manager,
University of Glasgow

ITSM+ Toolkit

Knowing what you have

Understanding what you haveTurning insights into value

Accelerating service delivery

Connecting enterprise workflows

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References

Imagine this...

You can now streamline services andworkflows across your organization.

A SaaS company grew exponentially over thePriding itself on its excellent external customer

That allowed them to automate workflows, enablepast five years, completing several strategic

service, this business applied its own best

self-service options and streamline service delivery.

acquisitions and rapidly expanding organizational

practices — in concert with a best-in-class

Using service auditing, compliance tracking, andheadcount in the process.

enterprise service management platform.

access controls to ensure that internal services are

They implemented a centralized service portal

delivered in a compliant and governed manner, enabledand service catalog, and standardized

them to improve their security posture whilst enhancing

service processes.

their digital employees experience.
ITSM+ Toolkit

Knowing what you have

Understanding what you haveTurning insights into value

Accelerating service delivery

Connecting enterprise workflows

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ReferencesSummary
With impressive growth come unexpected challenges.

Before even realizing what has happened, you may

Fortunately, there’s a way forward. By adopting the

As your organization has adopted a hybrid work

begin to notice that IT is struggling to keep up withbest practices outlined in this toolkit, you can guideenvironment, this has opened the door to increased

the volume of incoming tickets, let alone proactively

your organization toward a far stronger operational

employee productivity, improved employee

address emerging issues in the IT environment

posture. With more effective enterprise service

satisfaction, and more responsive customer service.

before they result in outages or security incidents.

management solutions and processes in place both

But there’s a catch; your IT team now has to manage

Other teams within the organization, similarly

within IT and elsewhere in the organization, you

an increasingly complex IT estate spanning a hugegrappling with challenges in their internal workflows,

can not only drive IT efficiency and scalability but

and diverse range of endpoints. At the same time, yourmay quickly run into security, compliance, oralso enable a truly exceptional digital employee

internal lines of business are also straining tofinancial management issues of their own. Ultimately,

experience that, in turn, enables a higher standard of

update their workflows for a more modern age.

this perfect storm of digital experience management

external customer service and drives better businesschallenges could compromise your organization’s

outcomes. Once you’ve removed the roadblocks you

ability to compete and thrive.

face, you’ll have an open road ahead.

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34

References
1. Modern ITAM in the Modern Workplace, Enterprise Management
Associates, 2022
2.

2022 Digital Employee Experience Report

3. Marathon Oil Success Story
4.

The First Bank: Transforming IT Services to Accommodate Growth5.

Data Loss And Downtime Costing Enterprises $1.7 Trillion A Year: Survey,

Infostor, 2023
6. City of Seattle Success Story
7.

Evolving Requirements for Digital Experience Management (DEX),Enterprise Management Associates, 2022
8. Victoria University Success Story
9.

2023 Everywhere Work Report

10.

The Total Economic Impact™ of Ivanti UEM Solutions

11. SouthStar Bank Success Story
12.

Aberdeenshire Council Success Story

13.

University of Glasgow Success Story

ITSM+ Toolkit

Knowing what you have

Understanding what you haveTurning insights into value

Accelerating service delivery

Connecting enterprise workflows

35

References

ITSM+ Toolkit
How to go beyond the service desk to make ITSM processes
and tools the center of your connected enterprise workflows

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