Ashwin Ram is a product marketer from ManageEngine with over five years of experience in IT service management. He writes articles and best practice blogs for ITSM practitioners. He has also authored several ITSM white papers across various topics, including KPIs and metrics along with AI in ITSM. Being an ITSM enthusiast, Ashwin is a regular at ITSM events, often representing ManageEngine. We caught up with Ashwin before he takes the stage at SITS…

  1. What tips would you give service desk and IT support professionals who are looking to drive their IT services forward?

With the advent of hybrid workplaces, service desk and IT teams now must deliver seamless user experience through a quality IT environment for all employees, irrespective of their work location. In order to achieve this, service desk teams and IT support professionals should:

  • Evaluate the effectiveness of current service delivery processes
  • Redesign them to suit the needs of the hybrid workplace
  • Strengthen IT asset management practices
  • Onboard all critical departments like HR, facilities, and finance on an enterprise service management platform
  • Build a unified self-service portal for all employees
  1. What are you excited for at SITS?

I’m really excited about being there this year, and for the opportunity to meet and network with our customers, industry experts, and influencers.

  1. What do you love most about what you do?

Being an ITSM evangelist at ManageEngine puts me in a distinctive spot in the industry. My everyday job gives me exposure to the latest developments and innovations at the ManageEngine garage, and opens up opportunities for customer interactions which helps me understand how they utilise these technologies and tools in their daily operations. Also, conversations with leading analysts and industry trackers helps me see the big picture. This gives me a great perspective and understanding of the ITSM landscape, and makes creating content on ITSM truly interesting.

  1. What can we look forward to in your session?

As businesses move to a hybrid work mode, the roles of the IT service desk and IT support teams becomes more critical than ever. From governing a secure IT environment to delivering all key IT services and enabling a service delivery platform for other departments, the IT service desks have a lot to manage. They can no longer rely only on existing metrics and KPIs to gauge their effectiveness. Their service delivery model and the ability to translate it into everyday practices must be monitored to ensure that the IT service desk is equipped enough to meet business needs. The session will present a self-evaluation framework that will help IT service desk and support teams to evaluate themselves on two critical factors: Service delivery ideation, and technology adoption and implementation. Based on individual scores, IT service desk teams will be able to place themselves on a service delivery excellence matrix. The framework will help IT service desks identify gaps in their processes and implementation, recognise their strong suits, and potentially help them plan their service delivery roadmap.

Ashwin is presenting his session ‘The service delivery excellence matrix for IT and business service delivery teams‘ on 12 May 2022 at 10 – 10:45am, Theatre 2 at SITS, The Service Desk & IT Support Show at ExCeL London. ManageEngine will be exhibiting at stand 230.  Register for a free visitor pass, here.