In today’s fast-paced tech world, digitalizing ITSM processes is no longer optional—it’s a necessity. But how do you know when and how to go digital? In our latest video, “CAP – Digitalizing ITSM Processes: Key Steps to Identify Opportunities,” we break down this complex task into a clear and manageable journey. Here, we highlight the video’s key takeaways, showing you how to identify digitalization opportunities and optimize your ITSM workflows.

Identifying Key Processes for Digitalization

Digital transformation starts by identifying the right processes. But how do you find them? Our video dives into techniques like process audits and data analysis to uncover hidden opportunities that can jump-start your digital evolution.

• Begin with a comprehensive review of your current processes
• Involve your team and gather their feedback
• Use historical data and performance reports to spot areas for improvement
• Benchmark your processes against industry best practices

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Spot Automation Opportunities

Analyze the feasibility of each process for digitalization and assess its overall impact on operations.

• Examine the current workflow in detail
• Identify bottlenecks, redundancies, or inefficiencies
• Streamline by removing unnecessary steps—this saves time, resources, and boosts efficiency
• Engage all stakeholders, including leadership, IT teams, and end users
• Assess risks linked to digitalization (technical, compliance, operational)
• Clearly define technical requirements—software, hardware, system integrations, and other tech needs

📌 Proper use of technology is key. If a process isn’t leveraging modern tools, it may be underperforming.

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Process Analysis for Digitalization

This stage determines the viability and potential impact of digitalizing specific processes. We explore how to assess costs, benefits, and risks so you can make informed decisions.

• Evaluate each identified process for operational impact and digitalization feasibility
• Consider cost, implementation time, and available resources
• Understand every workflow step—who’s involved and how it currently operates
• Engage stakeholders for valuable insights on how to improve the process and define critical digital features
• Analyze technical, compliance, and operational risks
• Clearly outline tech requirements (software, hardware, integrations, etc.)

Strategic Decision-Making in Digitalization

Strategic decision-making is the final, crucial phase in your ITSM digitalization journey. This is where data turns into action. From selecting the right technology to managing organizational change, this step ensures your decisions lead to success.

• Prioritize processes based on importance, impact, and digitalization readiness
• Create a detailed implementation roadmap
• Define KPIs to measure digitalization success and adjust accordingly
• Choose the right tools—whether it’s a new ITSM platform, automation tools, or enhancing your existing system
• Develop a change management plan, including internal communication, employee training, and strategies to overcome resistance
• Test thoroughly before full implementation
• Continuously evaluate performance and look for improvement opportunities

✨ Pro tip: Alongside KPIs and benchmarking, consider using the Kaizen methodology. Known for its simplicity, Kaizen promotes continuous, incremental improvements driven by employees at all levels.

Your Path to Effective Digitalization

Digitalizing ITSM processes not only boosts operational efficiency—it prepares your organization for the future. Wondering how to apply these strategies to your business? We’ve created a special resource just for you: a complete, free guide called “Process Digitalization Assessment & Success.” This hands-on resource expands on everything we’ve covered and gives you practical tools to evaluate and transform your processes.