IDSM, short for Integrated Digital Service Management, is the modern approach to managing how IT services are delivered and managed in the enterprise.
Organizations need IDSM now because multi-sourced IT solutions have simply grown too complex and dynamic for more traditional approaches to IT service management (ITSM) alone.
Older approaches were designed for a time when the IT mission was comparatively simple and limited. The volume of physical components were lower and the level of dependencies were fewer. Today’s highly-connected, virtualized and cloud-connected world requires a different approach that understands the implications of these environments.
Additionally, today, CIOs and IT executives are expected to do much more than support the business; they’re expected to help lead it. This means they need to know more than simply uptime; they need to understand usage from users’ and customers’ perspectives.
In this new world, IT becomes the hub from which all business services are delivered. Among other things, that means IT groups now work with large numbers of service providers. In a recent IDC survey, 21% of managers said they believe it’s optimal to have more than 10 IT service providers. Two years earlier, only 11% believed that.
These and other changes demand a new approach to service management.
The IDSM approach integrates management with end-to-end services. It leverages operational analytics to improve performance and reduce risk.
IDSM takes a holistic view of service integration and management (SIAM) through the lens of DevOps and continuous delivery. By focusing on process and responsibilities, IDSM disperses accountability for requests and remediation.
IDSM also uses automation, next-generation configuration management and data-centric risk management strategies. This not only reduces risk, but also enhances an organization’s business processes.
IDSM can also help IT departments improve:
- Outside-in perspective: With so many innovations now arriving from outside the organization’s four walls, this capability becomes essential.
- User experience: IT systems ultimately exist for the benefit of the organization’s users. In fact, user satisfaction and productivity have now become higher priorities than even system availability.
- Agility and speed: IDSM removes system silos, enabling faster technology adoption and with better workflows.
Security gets better with IDSM, too. By integrating existing security tools into workflows, IDSM provides what’s known as a closed-loop workflow for security incidents. By comparison, older ITSM approaches use open-loop workflows, in which security notifications must start with the security team.
With IDSM, questionable activities can be more easily identified and blocked, and root causes can be dealt with. For instance, out-of-band attacks, such as multiple password-reset attempts from the same machine, can be flagged and correlated with security-tool logs and data. The system can then compare data from the configuration management database, self-service portal access logging and SIAM logs, closing the loop.
It gets even better. As an organization’s IDSM practice matures, new opportunities emerge to focus core IT strategies on delivering, monitoring and reporting business processes.
Read more in the white paper, “IDSM: The Key to Managing Today’s Digital Enterprise.”
JP Morgenthal is CTO, Digital Applications, Americas, and a CSC Distinguished Engineer. He has been delivering IT services to business leaders for the past 30 years and is a recognized thought leader in applying emerging technology for business growth and innovation. JP’s strengths center around transformation and modernization leveraging next-generation platforms and technologies.
Chris Swan is CTO for Global Infrastructure Services at CSC, where he directs the vision, strategy and architecture for CSC’s infrastructure and managed services portfolios including cloud, workplace, data center, platform and service management. Chris also leads CSC’s shift towards infrastructure as code and being a data-driven delivery organization.