Modern workflows are highly flexible and truly interconnected, which means IT Service Management must be as well

The opportunities are tremendous in terms of opening up more flexible ways of working and providing a launchpad for new innovations, but at the same time, the ongoing convergence of systems that had previously been highly siloed has begun to place a considerable strain on existing IT Service Management (ITSM) systems. With multiple systems, across multiple departments, now strategically interconnected, ITSM platforms must be able to seamlessly integrate with these diverse platforms, providing a holistic view of an organisation's entire digital foundation.

This must also include the cyber security ecosystem. Any connection between systems is a potential weak spot that bad actors can use to gain access to corporate infrastructure and hold critical data to ransom. Ironclad security must therefore be inherent in the design of any ITSM platform, not incorporated later as an afterthought. 

The challenge here is that off-the-shelf ITSM platforms typically lack the scope for customisation that such wide-ranging integrations will inevitably require. And at the other end of the spectrum, few organisations have the time, resources, or internal expertise to design and maintain a completely bespoke platform. As a result, opportunities to optimise workflows and, in turn - employees' productivity and the overall security of IT ecosystems are all-too-frequently missed.

This disconnect was the impetus behind Exponential-e's ITSM as-a-Service platform, which was created to simplify the process of deploying a world-class ITSM solution while still offering the flexibly required to accommodate organisations' dynamic workflows and the highly interconnected nature of next-gen IT ecosystems.

With the industry-leading ServiceNow platform as the foundation, our solution ensures organisations' services desks effectively serve their employees' evolving requirements and act as a powerful driver for service improvements and innovations, eliminating the need to adapt processes to suit increasingly cumbersome legacy systems.