With strategic ITSM, CIOs move beyond tickets and tech to help drive business strategy

Editor’s note: The following is an excerpt from a Harvard Business Review Analytic Services report about ITSM, sponsored by Freshworks. Ashwin Ballal, CIO at Freshworks, provided an introduction to the report, which is published below along with key findings from the full report.

As CIOs, we’ve moved beyond just managing technology. Today, our focus is on driving change, enhancing efficiency, fostering growth, and accelerating business performance. The Harvard Business Review Analytic Services Pulse Report for Freshworks highlights how crucial IT service management (ITSM) is for this role. 

The report reveals that many organizations struggle with ITSM, with only 22% of respondents saying that their organization provides ITSM in a very effective manner. Internal silos, limited resources, and outdated practices are major obstacles to progress. Improving ITSM can lead to greater agility, increased innovation, and higher user satisfaction. It can also provide delightful employee experiences, further enhancing organizational performance. 

To truly unlock IT’s potential, we need to modernize our ITSM strategies. This involves breaking down barriers, leveraging AI to streamline processes, and aligning ITSM with broader business goals. By doing so, we can drive business success and create a more impactful role for IT within the organization. It’s a clear reminder that effective ITSM is key to driving business success in today’s fast-moving world.

Key findings from the report include: 

• 80% of IT decision-makers say that improving ITSM would raise employee satisfaction with IT at their companies 

• 62% of decision-makers think their organization would accelerate digital transformation by reducing ITSM complexity 

• 50% of decision-makers report that improving service management is a top priority at their organization 

Read the full report: The Service Management Advantage: Helping CIOs Turn IT into a Strategic Powerhouse.