How we approach ITSM design, delivery and management… as a Two-Sided Market

ITSM management operates as a two-sided market, connecting IT service providers and customers in a digital-first environment. Embracing the principles of the ITIL framework and the ADKAR methodology, ITSM management promotes efficient communication, alignment, and self-help capabilities for customers.

In government, adoption of the ITIL framework across ICT provides a basis for our ITSM work, to implement best practices for delivering digital services. ITIL guides us in designing, transitioning, and continuously improving IT services with a customer-centric approach. By leveraging ITIL methodologies, providers optimize service operations, align services with business goals, and enhance the digital experience for customers.

Customers, staff or personnel on the other side, are of course the point of effective ITSM management to provide organisational efficiency and support them in their work for the greater outcomes. The ADKAR methodology supports customers in adapting to digital-first service delivery and leveraging self-help options. ADKAR focuses on creating awareness, generating desire for self-help solutions, equipping customers with knowledge, fostering their ability to use self-help tools effectively, and reinforcing the change to a digital-first approach. With ADKAR, customers embrace self-help options, navigate digital services, and derive maximum value from the offerings.

ITSM management serves as the facilitator, enabling seamless communication and collaboration between providers and customers. Providers, following ITIL principles, understand customer expectations and design digital services that meet their needs. Customers, empowered by the ADKAR model, embrace digital-first delivery, access self-help resources, and resolve issues independently.

By embracing ITIL and ADKAR methodologies, ITSM management transforms the service experience into a digital-first environment, where customers are empowered with self-help capabilities. This approach maximises efficiency, reduces dependency on support channels, and fosters customer satisfaction. ITSM providers and customers mutually benefit from this two-sided market, as providers deliver streamlined digital services, and customers experience improved self-help options, resulting in enhanced business outcomes and customer-centric service delivery in Australia.