Blog Multichannel is Now Becoming a Reality in ITSM

This week, we welcome a guest blogger, Sharon Taylor, President and CEO of Aspect Group Inc. and former ITIL V3 Chief Architect


It’s no surprise that the Internet, and more recently social media, has changed how we communicate. The increasing popularity of social media allows people to instantly communicate and share with their friends and family, wherever they are.


Businesses have seized upon this opportunity to communicate with customers in the channel of their choice - decreasing overheads, increasing sales and making customers happy! While it’s taken a strong hold in B2C and is growing in some B2B sectors, ITSM is just now catching up.

Business users use social recommendations to inform their purchase decisions.  They use social media to receive customer service from brands via their desktop, laptop, tablet or mobile. They increasingly expect their companies support departments to give them more choice in how they communicate with IT.


In fact, after decades of IT Service Management (ITSM), experts agree that ITSM is not about IT, it’s about solving business problems. It should simply be called Service Management. Information technology is simply the enabler. Service Management is about enabling the business and all that comes with that: improved profitability, increased competitive advantage, increased market share and greater innovation.  ITSM can help drive each one of these business objectives.


ITSM, as a discipline, philosophy and an over-arching function – has evolved to become a partner in the business, sharing the risks and rewards. Because of this alignment of vision and value, the ways in which ITSM has transformed have often followed the footsteps of business evolution in terms of how they sell to and support their own customers and their own employees: business users. The foundation of this is the technology and how they can make it available.


There are four notable leaps in technology that have driven business evolution, and thus ITSM:


  • The Web offers business a way to provide information about its products and services without the high overheads of traditional print marketing.  Suddenly their customer reach could be global with little additional cost. ITSM leveraged this idea by using the web as a means to provide information to its customers and business users, then lower the cost of direct contact by enabling self-service to information
  • E-Commerce quickly followed on. Online shopping catalogs for customers further lowered the cost of sale for the business. ITSM followed suit by offering access to service information through IT service catalogs.  IT also lowered its cost of managing services by pushing more self-service capability to the business
  • Smartphones going mainstream offered business yet more options to sell products and services and reach more customers. ITSM mobile browser access allows for support to be accessed and delivered almost anywhere, anytime and this drives down the service cost as well as improves business user satisfaction
  • Social Media most recently has become a marketing and sales tool for business - a new channel to market and sell through as well as reducing the cost of sale. ITSM technology leverages collaborative IT for managing the interface between service provider and service customer, managing service chain collaboration within IT, and crowd-sourced innovations


Now, these technologies are converging around ITSM, service providers are beginning to adopt multichannel strategies to leverage reach, lower cost and improve customer satisfaction by enabling the business user to contact support, how they want where they want and when they want.  


Find out more in our Multichannel ITSM Whitepaper written by Sharon Taylor.  


About Axios Systems


Since 1988, Axios Systems has been committed to innovation by providing rapid deployment of IT Service Management (ITSM) software. With teams in 22 locations globally and over 1,000 successful customer SaaS and on-premise deployments, Axios is a worldwide leader in ITSM solutions, with an exclusive focus on ITSM. Axios’s enterprise ITSM software, assyst, is purpose-built, designed to transform IT departments from technology-focused cost centers into profitable business-focused customer service teams. assyst adds tangible value to each client’s organization by building on the ITIL®  framework to help solve their business challenges.


Axios is headquartered in the UK, with offices across Europe, the Americas, Middle East and Asia Pacific. For more information about Axios Systems, please visit our website, Twitter or YouTube channel.

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