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Historically, Gartner has found that enterprises looking to support complex business workflows and processes using their I.T. service management (ITSM) tools will run into challenges in the future. Though it's not uncommon for organizations to look to ITSM to serve as a general-purpose workflow tool, their findings have traditionally indicated that those using ITSM in lieu of business process management (BPM) will have a hard time demonstrating ROI.
Why is this the case? Why can’t you look to an enterprise service management (ESM) solution to automate all your business processes? The reality is, aside from automating simple workflows and acting as an IT service desk, ITSM capabilities are limited when supporting complex processes.
Why BPM is Curcial to Process Excellence
ITSM vendors provide workflow solutions reminiscent of I.T. help desk workflows. This poses issues as the range of enterprise use cases can vary in complexity. More often than not, ITSM tools will only provide basic interactions between users, data and systems. Yet, in order for enterprises to truly transform their processes, they need a workflow solution to interact with events, decisions, social interactions and more. It takes more than rudimentary interactions and variables between systems to build a complex workflow that can scale wide and go deep.
Moreover, monitoring and intelligence behind process efficacy and analytics with ITSM solutions can be limited, meaning there is little support for management capabilities to help businesses address any real-time process issues they encounter.
These are crucial to the success of an organization’s BPM strategy - connectivity and analytics. Without a sophisticated BPM solution, operational excellence professionals will have a hard time responding to major business moments in a timely and strategic fashion.
How BPM and ITSM Can Work Together
There is an opportunity for I.T. professionals to leverage both ITSM and BPM together. Some of these integrated features include:
The bottom line is while ITSM can support basic workflows that require simple routing logic, enterprises looking to automate a wide range of complex processes within their organization to improve business outcomes must look to a pure-play BPM platform like K2’s to achieve true business transformation.
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