Excited to speak at SITS is Siddharth G, ITSM evangelist at ManageEngine, the IT management division of Zoho Corporation. He specializes in driving marketing and customer education programs for ManageEngine’s ITSM platform, ServiceDesk Plus.
1. What’s the single biggest challenge in your work?
As an evangelist for ManageEngine’s ITSM group of products, I break down the latest IT service delivery challenges facing IT teams, share pragmatic best practices, and help improve product adoption among customers.
The single biggest challenge in my work is picking up on and identifying service management trends well ahead of the curve, then sharing them with a broad, diverse audience. This audience includes IT and enterprise service practitioners as well as internal stakeholders like ManageEngine product managers and engineers. The two-fold challenge here is to synthesize these trends into cohesive, actionable strategies that help future-proof our products and, by extension, our customers’ ITSM operations.
2. What tips would you give Service Desk & IT Support Professionals looking to drive their IT services forward?
Today’s digitally disrupted world demands the best of service experiences. End-user expectations, stemming from their consumer transactions, gravitate toward frictionless access to essential services. In this context, IT teams should revisit traditional ITSM practices and remove barriers to productivity and flawless experiences.
To this end, service desk and support professionals should:
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Identify new-age technologies that could help deliver rich employee experiences and incorporate them into traditional ITSM workflows.
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Build an autonomous service engine that helps shift left the bulk of common service requests.
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Distribute critical knowledge articles on demand through AI-powered chatbots and reinforce this repository with a culture of peer-to-peer knowledge sharing.
3. What are the key points you’ll be covering in your seminar session at this year’s SITS?
There is a pressing need to incorporate consumer tech playbooks into traditional ITSM practices and deliver new-age employee experiences while still being able to rationalize IT spend. Premised on this need, the seminar will touch upon a new dimension of perceptive ITSM and will shed light on a seven-step framework that will aid IT leaders in aligning their roadmaps with this new dimension.
This includes a dissection of principles such as data science, machine learning, and decentralized knowledge sharing—and how they all fit in with ITSM workflows. The seminar, through these elements, will help chart the future of IT service management and actionable ways to help IT teams attain that future.
4. What is one common misconception about the industry you would like to change?
The common misconception and an oft-used stereotype of IT support is that IT teams are solely concerned with managing a pit stop and processing IT tickets. This viewpoint, unfortunately, is also shared by many CXOs who fail to see the potential value of leveraging IT to address the challenges of today’s state of work.
With workforces becoming hybrid, workplaces turning digital, and workloads spiking beyond pre-2020 levels, IT as a practice can transform into a single, connective tissue that helps mitigate contemporary challenges of work. From orchestrating enterprise-wide workflows and self-healing of endpoints to measuring and improving the digital employee experience, IT is the definitive competitive differentiator of this decade.
5. What are you most looking forward to at SITS 2023?
I am excited to attend SITS 2023 since this is my first time at the event, both as an attendee and as a speaker. I have heard first-hand accounts from my ManageEngine colleagues about the enthusiasm of the audience and the dynamism among the speaker pool. I look forward to engaging with the attendees, analysts, and industry peers and enriching my perspectives on the ITSM front.
Siddharth’s session titled ‘Charting the future of ITSM with lessons from new-age Consumer Tech: Data Science | ML | Decentralized knowledge sharing’ will be held at SITS, The Service Desk & IT Support Show, on 10-11 May 2023 at ExCeL London.
The presentation is at 10–10:45am, May 10 in Theatre 3.