ITSM means information technology service management. This refers to the possibility of having mechanical and repetitive tasks, done through information technology, to be automated. This means that these tasks won’t be made by people, but, being mechanical and repetitive, will be done by informatic systems that can decide actions for activity workflow. Then, what is the importance of this form of automation in a moment a this one we are living?

With the pandemic situation that we are passing through, many aspects changed for businesses. The main feature in this transformation is the definitive impulse that technology had as the essential basis for businesses around the globe. Being lockdowns a part of the measurements for coronavirus prevention, and also the impossibility for getting out of houses, companies had to make a quick change towards remote work. Telework then became a reality for millions of people and it seems that it will keep on being such for more and more workers.

The reason for the permanence of this modality is that companies understood that making the place from where the activities are developed more flexible is useful for reducing costs, improve life quality for workers, fasten activities, etc. For that reason, many directives are already working on the ways of extending telework and thus benefit the whole company, including employees and customers. IT is there when ITSM gains importance, for the digitalization and the use of virtual means require the support of automation.

Telework is possible thanks to information technology that connects people, no matter the distance separating them. These technologies have functionalities that can be automated, mostly related to the routes the communications take and the answers they receive:

If you can draw a reasonable relationship between activities or interactions, and if these are routine or followable steps in each time, then service automation can be implemented to improve performance, efficiency, and quality. Performance, efficiency, and quality can be measured and improved upon through Continual Service Improvement processes. By continually improving IT services, customers receive the best service that the company can deliver and the service will be of optimal value to the company (blog.masterofproject.com).

Thus, a moment of great crisis can become an opportunity for checking processes and considering the possibility of including ITSM within the quality standards of the organization, for guaranteeing that in spite of the fast changes we are experiencing, we can keep on fulfilling the commitments acquired with customers.