MAY 20196 2019 brings a new set of expectations for better digital service delivery and improved customer support. However, companies across industries are facing several challenges in integrating the non-IT functions with the capabilities of the ITSM solutions and handling the overwhelming internal requests within the stipulated time. The remediation of this problem lies in adopting cutting-edge AI and machine learning. The deployment of AI will not only assist the support admins in handling more queries per hour but also fully comply with the regulatory requirements without human interference. Companies end up spending much capital just hiring and retaining employees with specialized knowledge. With rising cost a central issue for any organization, automation fosters a culture of self-service while allowing administrators to focus on what they do best--addressing complex issues. ITSM managers must adopt a single omnichannel platform to offer unified experiences to customers across all touch points. This will enable them to quickly connect with agents, who in turn, can better service experience. Cloud, on the other hand, has proved to be a shot in the arm for enterprises that were struggling to mitigate the storage woes and the rising cost of self-hosted systems. Shifting the strategy from on-premise to cloud will bring operational excellence, reliability, performance efficiency and cost optimization. With the alarming rate of data breaches, capitalizing on information security is crucial. As the development team tends to take more time to release the patches and updates, it becomes easier for cybercriminals to spot the weak points to breach into the database. To counteract this, ITSM managers need to adopt Agile methodologies and move from the DevOps to CloudOps for the benefit of zero downtime. Today, ITSM services companies need to deliver a holistic service management experience to all the business units of an enterprise. However, carrying out a healthy approach to ITSM with the expectation of positive results involves more than the mere implementation of an ITSM solution. An enterprise-wide approach is required in which technology and business teams work together in building a robust ITSM function. In this edition, we bring a list of leading vendors along with insightful articles in the ITSM space.Let us know your thoughts! Annie Johnson To subscribe to APACCIOOutlookVisit www.apacciooutlook.comArt & GraphicsAmelia StewartFlynn SmythToby LangtonDhanasekaran TManaging EditorAnnie JohnsonEditorialTransforming IT Services Management through AI Senior WritersLane Adams Clara MathewRoyce D'SouzaEditorialAlfred MardinLouis BeckerRachael ClarkRoy ChowDai ShihSamikshya BeheraCopyright © 2019 ValleyMedia Inc. All rights reserved. Reproduction in whole or part of any text, photography or illustrations without written permission from the publisher is prohibited. The publisher assumes no responsibility for unsolicited manuscripts, photographs or illustrations. Views and opinions expressed in this publication are not necessarily those of the magazine and accordingly, no liability is assumed by the publisher thereof.MAY - 16 - 2019, Volume 05 - Issue - 20 Published by ValleyMedia Inc.*"Some of the Insights are based on the interviews with respective CIOs and CXOs to our editorial staff"Emailsales@apacciooutlook.comeditor@apacciooutlook.commarketing@apacciooutlook.comContact usPhone: +1 510.996.5168Fax: 510-894-8405Annie JohnsonManaging Editoreditor@apacciooutlook.com
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