ServiceOps is a new business technology strategy that combines IT service management (ITSM) with IT operations management (ITOM). ServiceOps is fundamentally about connecting people, processes, and technology that are dependent on one another to enable successful service delivery and make user experiences better with automation, collaboration, and visibility across traditionally fragmented departments. 

With ServiceOps, organizations can update their outdated and reactive service management with proactive, intelligent, and effective service management processes.  

ServiceOps draws on numerous fundamental aspects of DevOps and Agile frameworks like continuous improvement, user-centric actions, collaboration and cross-functional autonomous teams, end-to-end accountability, and automation. As a result, ITSM and ITOps teams can efficiently deliver services and manage overly complex IT environment changes by implementing these concepts. 

ServiceOps can help organizations break down information, technology, and organizational silos by enabling cross-functional teams to offer highly effective services. Teams collaborate not just to reduce the number of incidents but also to identify incidents before they affect end-users by making use of powerful AI capabilities. 

Why ServiceOps?

Technology is evolving at a breakneck speed, whereas IT Service Management (ITSM) and IT Operations (ITOps) strategies are not able to cope with the growing customer expectations due to prevailing legacy systems.  

Due to the lack of modern ITSM and ITOps management strategies, Organizations are facing the few listed below challenges that ServiceOps promises to address: 

1. New applications running simultaneously with legacy applications 

Because of the expense and difficulty of shifting to a complete cloud architecture, organizations are obliged to maintain self-hosted legacy systems and cloud infra deployments. Maintaining legacy systems is difficult due to aging hardware and software components, which exposes them to various security threats. 

2. Large and complex IT infrastructures 

Modern IT operations are spread across complex and Hybrid IT infrastructures to optimize the cost, performance, reliability, and security. Here, a tiny configuration error, unresolved bugs, or network issues can have disastrous consequences that affect many application users.  

3. Scalability issues 

Manual processes are prone to errors and are more likely to result in frequent and recurring service issues affecting several users. Owing to resource constraints, the scalability of operations or services is fundamentally constrained. 

4. ITSM and ITOps working in siloes  

Fragmented service management functions are a challenge for the IT Service Desk. To manage the ever-changing infrastructure systems and applications, ITOps teams are usually engaged in backend infrastructure operations. In contrast, ITSM teams are occupied addressing support issues and requesting tickets. In addition, as they implement and monitor the latest changes, the change management teams are usually scuffling to combine the efforts of siloed teams. 

Top ServiceOps Capabilities with Motadata  

Motadata ServiceOps provides ITSM and ITOps teams with the framework, knowledge, and technological solutions required for today’s hybrid IT infrastructure.  

The following are critical capabilities offered by the Motadata ServiceOps ITSM platform: 

1. Proactive Incident Management  

To speed up root cause identification and incident resolution, ServiceOps provides a drag and drop workflow that combines ticket management, data management, and a variety of ITSM and ITOps services. In conjunction with our monitoring solution, it creates an information pipeline running across the organization that helps real-time tracking of system performance. In addition, it enables collaboration among the service desk, change management, ITOps, development, and QA teams.  

Moreover, the platform’s intelligent automation offers a smart-load balancing algorithm to automatically allocate requests and incidents to the appropriate team at the appropriate time thus enabling better SLA management. 

2. Change Management 

While introducing a change in the IT infrastructure, ServiceOps enables the organization to map the impact, rollout, and backout plan.  

Motadata ServiceOps provides a change management module with a dedicated template that IT teams can use to evaluate multiple change initiatives before implementing them in a production environment. This can help organizations mitigate the risks associated with changes which can affect the organization’s performance and end-user experience. 

3. Smart Automation 

ServiceOps is not only concerned with replacing manual and recurring processes with automation but offers intelligent automation capabilities as a scalability driver. ServiceOps prepares an organization to automate its IT infrastructure and operations management services. 

Motadata ServiceOps ITSM software provides adaptive functionalities that enable automation of the most repetitive, resource-consuming, yet unavoidable tasks to enhance IT productivity and save cost. To know more about the various out-of-the-box service desk automation that the Motadata ServiceOps ITSM platform provides, read this blog. 

4. AI Enablement 

Many ServiceOps capabilities like ticket management, auto-suggestion from the knowledge base, scenario automation, and risk identification are powered by advanced AI algorithms. Motadata’s AI-enabled platform relies heavily on data-driven modeling and sophisticated algorithms to process large telemetry data to accurately generate actionable insight. 

5. Collaboration 

ServiceOps is all about breaking down silos and taking total accountability of the business goals related to service and operations management. It provides the knowledge and skills that allow diverse teams to collaborate. ServiceOps enables these fragmented teams to make data-driven and informed decisions on delivering the best digital experience. 

Motadata ServiceOps ITSM Platform facilitates collaboration by providing a unified interface with contextually relevant information and helping in identifying any changes that may be required from an ITOps or ITSM perspective.