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Where is hell is my hoverboard? And while we’re talking about the cinematic classic “Back to the Future,” where’s my stainless steel, gull-wing DeLorean? While one can argue that hoverboards do exist, those that do have wheels (and a nasty tendency to catch fire). And the DeLorean went out of production decades ago (although apparently even they are making a comeback). Seriously.

Whether in books, blogs, flicks or the world of IT, predicting the future is never easy. But one trend that’s taken strong hold among companies is the push toward digital transformation, recognition of the central role that technology plays in the businesses of today—and tomorrow. But to truly harness the power of digital within your company, you need to get back to the future with a modern version of IT service management (ITSM).

ITSM has long been linked with business frameworks such as ITIL. And that remains a valid method for making sure the IT function is aligned with the business. But the ITSM I’m talking about transcends the IT function to run throughout the business. Anymore, IT doesn’t merely enable the business, it’s just as crucial as the CEO and the sales staff are.

Think about the ways you use technology in your business every day. How would you survive if your email went down? Or what about your e-commerce site? The CRM system? Inventory tracking? The list goes on and on, but you get the point—technology is integral to how work gets done today.

A well-considered, well-executed ITSM strategy recognizes the central role that technology plays in your company. Here are a few things to keep in mind about ITSM as your company journeys toward digital transformation.

ITSM is an ongoing process. Few business processes are one-and-done, and ITSM falls squarely into that category. Developing and executing a plan are merely the first steps. Progress must be monitored closely, with tweaks in tools, technology or people taking place as warranted.

And if you think you’re done, it’s time to take a step back and study where the company was, where it’s come thus far and what it needs to accomplish to achieve that next transformation or sales (or whatever) goal. Plan. Deploy. Evaluate. Repeat.

Never underestimate the change management piece. Drinking the Kool-Aide is generally considered a bad thing, especially if your company is run by a megalomaniac who leads a doomsday cult on the side. Keep thinking Kool-Aide while taking a big step back from bat-crap crazy and you’ll arrive at change management.

At its core, change management is about getting everyone on board with whatever transition or transformation is coming. Sounds an awful lot like drinking the Kool-Aide, doesn’t it? But research shows that 70% of projects fail because of the lack or the inadequacy of the change management piece. Changing technologies is doomed to fail if you don’t change minds. Simple as that.

Get the right tools. The push toward digital transformation has brought to the forefront some pretty cool cloud-based automation platforms and tools that can help your business execute ITSM more efficiently and with better visibility. Many of these tools support several processes, which is why you want to develop a plan before waving the company Amex at a potential solution.

Know when you need help. You can’t throw ITSM technology at your digital transformation goals and expect to watch the magic happen by, well, magic. It takes hard work and the right resources—time, money, technology and people. If you don’t know where to start or are unsure what the next step is, ask for help.

We might not have a real hoverboard yet (much less that elusive jet pack), but ITSM can help your company on its way to digital transformation.

Randall McCroskey

About the author

Randall McCroskey

Vice President, Enterprise Solutions

Since 2006, Randall has been helping technology executives digitally transform their business as Vice President of Pyramid Consulting. Relationships are his daily driving force and his desire to trust and serve those in his professional and personal life constantly motivate him. Atlanta is a great city for Randall, as he hates the cold and prefers warm weather near the water. His greatest pride is the partnerships with colleagues, friends, and fellow professionals he has made along the way.

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