Business executives are undergoing digital transformation to address market disruptions and foster expansion. In order to facilitate this shift, the IT department needs to transition from focusing primarily on IT operations support to facilitating digital business models and innovation. This transition is made more difficult as companies are requiring IT to maintain IT operations with limited resources. The accompanying chart illustrates the distribution of time spent by IT staff members.
IT can expedite the advancement of their digital transformation efforts by collaborating with Service Partners. To achieve this, IT leaders should assess their internal capabilities and leverage external partnerships. According to IDC’s research, enterprises seek vendors who can effectively support various operational aspects.
Asset discovery and management is a challenge during compliance processes due to discrepancies and incomplete inventories.
Online tools with AI, ML, and cognitive abilities can provide self-help, self-healing, and optimization capabilities for enterprises.
Support providers can optimize systems to improve performance and longevity based on monitoring data.
Customers prioritize the outcome of the solution over the method of issue resolution.
Proactive approach to solutions is expected by customers, with ongoing information gathering and recommendations.
Multivendor support is crucial, providing a central point of contact for all product-related issues.
Vendors need to have the capability to address problems at the operating system/virtualization level, as hardware issues may manifest there. Familiarity with the orchestration layer is crucial for issue detection.
It is important for vendors to offer appropriate support options in terms of SLA and cost for each asset, while also being able to troubleshoot operating system/virtualization issues and understanding the orchestration layer.
Supporting an IT environment involves choosing service providers that offer solutions for managing physical and virtual assets in the infrastructure. It is crucial to prioritize relationships with providers, as highlighted by IDC’s interviews with IT customers who emphasized the importance of strong partnerships.
