“With Exalate, we are able to simplify and automate even the most complex issue tracking environments,” said Armando Wirshing, Senior Business Development Manager, Forty8Fifty Labs. “Featuring an intuitive scripting engine, Exalate is optimized for cross-company issue tracking use cases and is not only high performing but extensible as well. It is a core component of our solutions and deployments for IT service management (ITSM).”

“Forty8Fifty Labs is an expert at architecting and implementing service management solutions that address even the most challenging requirements,” said Francis Martens, CTO, Exalate. “We are pleased to have their expertise and insight as part of our growing ecosystem of technology and delivery partners.”

Exalate is offered as part of Forty8Fifty Labs’ solutions and services for lean ITSM which leverage automation to deliver service request management, incident management, problem management and change management. For more information visit: https://www.forty8fiftylabs.com/lean-itsm. 

Image licensed by: Jetpatch.com

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Ivanti, the automation platform that discovers, manages, secures, and services IT assets from cloud to edge, announced it is teaming with Citrix to further empower service desk analysts and end users in the Everywhere Workplace with automation bots that proactively detect and resolve issues. Ivanti Neurons for IT Service Management (ITSM) now integrates with Citrix Workspace, resulting in reduced help desk ticket volumes, improved mean time to remediation, and optimal personalized end user experiences. Today, employees use myriad devices to access enterprise applications and data over various networks to stay productive as they work from anywhere. And these employees require immediate and personalized resolutions for IT issues impacting their ability to remain productive, regardless of where they are working or what devices they are using. As a result, companies across all industries need to automate their service desks and IT operations experiences with easy workflows.

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For many organizations, this preparation has paid off. 61% of IT professionals feel they are consistently providing the same level of service working remotely and 47% said their quality of user experience has not suffered because of remote work.

These are among the findings of the Ivanti study which also assessed the value of Enterprise Service Management (ESM) tools during the recent influx of remote workers. ESM, which extends the use of IT service management (ITSM) processes to also address business-centric use cases in departments including HR, facilities and customer service, is proving to help organizations remain productive during this time of dramatic business change. The new study found that 65% of IT professionals say efficiency is ESM’s top benefit.

The cross departmental support of ESM contributes to its benefits. Nearly half (48%) of the survey respondents said ESM workflows crossed two departmental processes 25% of the time. In fact, when it comes to the number of non-IT services, workflows or requests IT helps with per quarter, respondents replied:

• 31% – said 1-2 non-IT services, workflows or requests
• 30% – said 3-5
• 17% – said 6-10

This has resulted in business departments also seeing ESM’s value, with 64% finding efficiency to be the top benefit, followed by productivity (53%), improved experience (43%) and better alignment between department and end user expectation (42%).

When asked which departments IT professionals collaborate with the most on ESM initiatives, the survey found:

• 60% – Customer Service
• 53% – HR
• 40% – Facilities

The adoption of ESM isn’t new for most organizations. According to the survey, 29% of IT professionals reported they have been working on ESM initiatives for anywhere between three and five years, 34% reported the process has taken one to two years, and 23% said less than a year.

Since implementing their ESM program or solution, IT has realized valuable benefits, including:

• 55% – process improvements
• 47% – improved IT experience
• 44% – streamlined operations
• 42% – staff productivity
• 42% – automated processes
• 41% – reporting

“By hyper-automating processes and empowering users with self-service technologies such as chat bots, ESM technology has risen to support efficiency and user productivity demands in the face of our new remote-working world,” said Ian Aitchison, senior director of product management, Ivanti. “By bridging cross-departmental workflows, ESM is not only empowering IT to be more proactive and responsive, but also helping businesses remain productive and resilient in the face of changing workplace dynamics.”

The study surveyed 385 IT professionals. Research was generated online by Ivanti during May and June of 2020.

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Gartner defines the IT service management (ITSM) tools market as tools to “help infrastructure and operations (I&O) organizations manage the consumption of IT services, the infrastructure that supports the IT services and the IT organization’s responsibility in delivering business value with these services. These are most heavily used by IT service desks and IT service delivery functions to support the tasks and workflows for processes including incident, request, problem, change, service level, knowledge and configuration management.”

According to Gartner, “Leaders have executed well with broad market reach, strong customer awareness of their participation in this market and adoption (as evidenced by Gartner client interaction data, as well as their growth and market presence). The Leaders in this Magic Quadrant jointly account for more than 70% of the market share for 2019. These vendors have a clear vision that addresses relevant challenges for I&O teams. They exhibit the levels of product, marketing and sales capabilities required to drive market acceptance.”

Ivanti, with the recent release of Ivanti Neurons, continues to transform service management with AI, machine learning and automation bots. With hyper-automation bots that self-heal and self-secure devices and provide contextual, personalized employee experiences, Ivanti Neurons, along with the Ivanti Enterprise Service Management portfolio, gives service desks greater visibility, in real time, across their device estate. This dramatically improves the accuracy, speed and efficiency of services delivered to employees.

“In our view, to be named a Leader in the Magic Quadrant for ITSM Tools is a significant milestone in Ivanti’s history and a true testament to the execution of our product vision and strategy,” said Nayaki Nayyar, executive vice president and chief product officer, Ivanti. “Ivanti is transforming IT service management with the Ivanti Neurons platform that enables organization to autonomously discover, heal, secure, and service from cloud to edge with automation bots, as organizations try to address the explosive growth of devices, data and remote workers.”

A complimentary copy of the 2020 Gartner Magic Quadrant for IT Service Management Tools is available here.

1Gartner, “Magic Quadrant for IT Service Management Tools,” Rich Doheny, Keith Andes, Mark Cleary, October 6, 2020.

Image Incensed by Pixabay

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