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Why Digital Service Management is Critical to Digital Transformation

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WhyDSMtIsCriticalToDigitalTransformation

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Although cloud adoption continues to rise year over year, many organizations still fail to achieve their operational and strategic goals. The demands of managing both traditional and cloud service providers are immense, and a lack of oversight can lead to wasted spending, mismatched applications and costly inefficiencies. At the same time, evolving end-user experience management requirements and introducing experience-level agreements (XLA) have added layers of complexity to IT Service Management (ITSM) requirements.

The benefits of digital service management

In some industry sectors — most notably the public sector — the drive towards service disaggregation has led to a proliferation of additional suppliers that all need to be managed in a coordinated fashion.

To remain competitive, you must adopt the right integration and management strategies to ensure your next-generation delivery models are effective, organized and adaptable. With the release of ITIL 4, organizations now have the missing links of cloud transformation at their fingertips, but future-proofing any IT environment requires more than general recommendations and best practices.

Digital Service Management

Digital Service Management (DSM) expands upon the traditional tools and processes of ITSM, creating a more holistic picture of an organization’s IT services, cloud partners, business applications and core infrastructure — helping organizations future-proof their IT environment. Unlike other service management frameworks, DSM is focused on integrating widely distributed hybrid infrastructures and the application workloads that enable a seamless digital experience.

DSM is the glue that holds disparate IT services together, allowing enterprises to efficiently run and manage business processes in a hybrid environment. Organizations can plan and deliver major IT digital transformations at scale and keep them running smoothly with Unisys' suite of DSM offerings, which include Service Integration And Management (SIAM), Service Management Maturity Assessments (SMA), Service Intelligence Analytics (SIA) and advisory services.

Tony Parsons

Tony Parsons

Dr. Tony Parsons is the Director of Digital Service Management for Unisys within the Asia Pacific region. He helps clients create the correct strategy and operational enablement of their next generation delivery model to support their major IT digital transformations.