In IT service management (ITSM), automation and efficiency are crucial to ensure the delivery of quality services and meet user expectations. However, often the service-focused approach can neglect the human side of ITSM.
ITSM is responsible for managing incidents, problems, changes, and IT service requests. These processes are usually treated as transactions, where a ticket is created, someone takes an action, and the problem is resolved. Unfortunately, this approach can often go against the company’s key performance indicators (KPIs).
In recent years, the overall customer experience has become increasingly focused on personal values and the quality of the experience. With the rise of digital services, users expect a similar experience within organizations. However, often the IT experience provided within companies falls short of expectations.
Therefore, companies are having to respond to this change and rethink their approach. ITIL 4, one of the main ITSM methodologies, emphasizes the importance of focusing on human-centered value, as well as speed and return on investment. This mindset shift means looking beyond KPIs and Service Level Agreements (SLAs) to understand what service value really means.
It is important to remember that ITSM should be seen as a key facilitator for business success. Companies need to consider people and their customer experience when developing their ITSM processes. In an environment where many are working remotely and rely on digital services to carry out their tasks, it is crucial that the approach is human-centered.
A human-centered approach involves thinking beyond SLAs and focusing on service value. This means optimizing and automating to meet customer demands and working individually with each customer to map their journey when using a digital service. In this way, it is possible to understand the customer experience and improve process and technology elements to deliver a quality service.
Moreover, companies need to consider the impact of their ITSM practices on employee experience. An efficient IT process can lead to a more productive and healthy work environment, while an inefficient process can cause stress and dissatisfaction among employees.
In conclusion, it is important for companies to adopt a human-centered approach to ITSM. Companies should think beyond KPIs and SLAs and focus on service value and customer and employee experience. An effective approach can lead to a more satisfactory customer and employee experience and a healthier and more productive work environment.
English 
 can lead to a more satisfactory customer and employee experience.){kind=link}