ITSM and CMDB Trends

Illuminet are seeing a growing trend across multiple sectors, where clients are needing to see more value being delivered to their business with reliable IT services and an enhanced employee experience (EX). These considerations are prevalent within the design of IT services to ensure it is kept working efficiently and meeting the needs of the business.

More clients need to ensure their ITSM toolset needs to be fit for purpose and future-proofed, with the right integration, from Conversational AI Expert Digital Assistants as the front-end to their employees to provide 24×7 knowledge and self-help, through to integrations with Intelligent Automation and other core systems, including ERP solutions to minimise Incidents & Service Requests and provide rapid service fulfilment, without the delays and costs of manual intervention, so that the Service Desk and Service Management Teams focus on the truly value-add activities and can be far more proactive.

Where data is king, automation and the integration between other platforms, tools and the CMDB (Configuration Management Database) is even more essential today, to ensure businesses meet increasing demands in resilience, security, compliance and regulations. The CMDB is the brain of the IT organisation. A good CMDB also supports multiple ITIL practices and Strategic Planning for continuous improvement and business growth.

Illuminet has supported a number of clients with assessing key requirements for ITSM, CMDB, Intelligent Automation and AI, to meet the business needs, selecting the right solutions and then implementing them from a technology and business change perspective. Where the existing toolset has the untapped potential to meet the business needs, Illuminet has helped clients in streamlining their ITSM toolset and CMDB with deep-dive analysis that helps them understand where their software applications overlap, their capabilities, licensing costs, providing IT support, and managing suppliers. Delivering a clear and holistic view of their ITSM landscape, we have enabled clients to reduce effort, cost and risk, meeting their security and compliance/regulatory requirements, all while improving their services to their business.