Digital Service Management

Digital Services today are expected to work on mobile devices, evolve and work (operate) and mind-boggling speeds that are never before seen in the traditional IT environment. Rich digital experience – that includes intuitive design – has become the key factor for business survival, especially in today’s age of remote work. Managing the Next-Generation digital services like Automation, Artificial Intelligence, and Machine Learning helps drive new levels of agility, productivity, and efficiency. These services overcome the paper-based requests and approvals, manual execution of repetitive tasks, Lack of self-service capabilities, Discrete systems for various requests, etc.

By implementing Service Delivery, enterprises employ intelligent systems into existing service management processes to achieve new levels of agility, productivity, and efficiency, thus transforming the way agents deliver services. Agility across service delivery experiences ensures tasks are completed faster improving productivity. With reduction in time cycle, SLAs are improved enhancing the level of service. Automation scales the repetitive tasks, freeing up valuable resources that can be used focused on more innovative work.

Following are some of the Key Business Benefits

  1. All digital services are on unified platform with access from web and mobile
  2. Better Service and customer experience
  3. Self-Service efficiency and workload reduction with help of chatbots and knowledge-based features
  4. Standardized and automated service catalogue
  5. Intelligence in your service desk operations by using cognitive capabilities


  1. Dynamic Workflow
  2. Automate recurring requests/tasks
  3. Transform user and agent experience
  4. immediate access to leverage AI and machine learning capabilities
  5. Intelligent omnichannel experience

To sum up, by implementing Digital Service Management, a business house is capable of automating almost 70% of its existing tasks while developing and delivering state-of-the-art tools and services for it’s workforce. It also allows them to track all the processes in real-time and facilitates in introduction of innovations and new services as they become available more easily.