Digitalization is changing the face of ITSM—the prevailing paradigm in delivering IT services today. In conjunction with this, various innovations and best practices are disrupting the industry globally, and APAC is also witnessing a slew of trends infiltrating its marketplace.
AI has been the predominant factor for the big leap towards modernization of ITSM and its service desk. The reason behind this has been the unprecedented capability of AI to intelligently automate complex tasks at every IT operation level, enabling professionals to focus on innovating and evolving the sector for achieving business goals. Reducing time spent on registration, improving incident prioritization, and automating task assignments are a few instances where AI can assist the IT service desk, enhancing its efficiency. AI is integrated deep into the systems and is powering business growth successfully.
Further, AI and automation are now mentioned in one breath today, depicting the bond of the smart siblings. With smart automation gaining popularity in the APAC region, RPA is widely being utilized. Mundane tasks such as password resets, share folder access, AD account creations, the addition of IDs to mailing lists, service restarts are getting resolved quickly using RPA. Another significant trend disrupting ITSM and ITIL practices is machine learning in several ways, such as predicting issues and problems proactively, improving search capabilities and knowledge management, and auto-classification of service desk tickets.
These advanced technologies bombarding the enterprises call for a diligent method to simplify the management. As a response to this, integrated ITSM solutions are used today, enabling IT teams to discover, optimize, remediate, and deliver through an omnichannel for IT and business users. Such solutions eliminate silos to make better-informed decisions and enhance the customer experience. It also helps in discovering unknown assets in multi-cloud, monitor and predicts events, uncover and remediate security vulnerabilities, and provide a 360-degree intelligence environment.
In light of these significant technological advancements today, APAC CIO Outlook has compiled a list of top 10 IT Service Management Consulting/ Services Companies to guide businesses in harnessing the power of technology to boost customer experience and increase efficiency.
With exceptional technological acumen and numerous success stories up their sleeves, many of these companies have consistently proven their expertise in robust IT service management consulting/ service landscape. We hope this issue of the APAC CIO Outlook helps you build the partnership you and your firm need to technologically-transform your IT processes.
We present to you APAC CIO Outlook’s "Top 10 IT Service Management Consulting/Service Companies—2020"