InformationWeek study reveals that IT leaders in hospitality are focused on improved ITSM/ESM automation and integration. In a market study from InformationWeek, more than half of IT leaders in hospitality view digital transformation as a top initiative. Download the report.
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To serve customers without interruption, hospitality organizations need to count on mature IT organizations that can support a highly variable business process infrastructure and a diverse set of applications that run all these lines of business. Even amid a single application, there may be varied use cases, and consequently, varied ways it could break.
At a minimum, IT in hospitality must keep all these applications and the processes they support running. To help address these challenges, IT leaders in hospitality are moving towards no-code ITSM with enterprise integration and automation.
IT leaders in hospitality are looking towards ITSM integration and automation.
With highly complex enterprise systems, there is a move towards ESM.
Better portals and the use of conversational AI will help drive self-service adoption.
The hospitality industry supports an increasingly digitized portfolio of businesses that span a range of specialties and can include everything from hotels, restaurants and bars to theme parks, tourist attractions and casinos. Often, the largest organizations must support geographically and culturally dispersed properties and groups—all with their own technology set, typically with more than one of these business functions operating at each of the dispersed hospitality business locations. Finally, much of the business is running on a 24/7 basis or, at the very least, during non-traditional business hours.
As an industry vertical, hospitality is still only midway through its journey toward achieving the highest levels of ITSM maturity. Fewer than one in ten organizations would rate themselves as having a very high maturity level, reporting fully optimized and best-in-class service delivery. And another 50% say they have high maturity, with very automated ITSM processes and many best practices in place.
At the same time, 41% of these organizations admit they have moderately low to low levels of ITSM maturity with improved change management and enterprise data integration as the two top areas to target for improved maturity levels.
Delving into the specifics of maturity, hospitality organizations surveyed in this report rank their ITSM organizational structure and process as their most mature area, followed by self-service and knowledge base design, then project intake. Meanwhile, their least mature functions include change management and enterprise data integration.
When asked what the top objectives for hospitality IT leaders were, data management and integrity came in first, named by 54% of respondents. Coming in a close second was productivity and resource capacity planning, named by 51% of those surveyed. The third most important objective was integration and system infrastructure improvements, which was named by 46%—unsurprising given the interrelated nature of these foundational fixes to the other top objectives.
46% of hospitality organizations manually handle requests for even the simplest and most automatable tasks. These are activities like user account management, onboarding/offboarding, name change updates and more. This is draining IT resources and preventing them from focusing on growth opportunities such as ESM, emerging technologies and self-service initiatives.
With high turnover and seasonal workers, the on/off-boarding process needs to be automated.
By automating things like password resets, the technicians can be freed for more meaningful work.
The platform’s no-code design allows IT staff to customize the software easily.
Brandon McNeely
IT Infrastructure and Support Manager
Great Eastern Resort
55% of respondents say that digital transformation—including integration of data and workflow—is the trend they see as most critical to ITSM in the next 12 to 24 months. No-code platforms are now putting this goal within reach.
Enterprise Integration and automation capabilities allow IT staff to create customized integrations between any enterprise system using a simple, drag-and-drop flow builder. As a result, customers can build workflows for automating almost any service function to fit their needs.
A library of pre-built connectors can help you connect systems from HR, marketing and the IT team so that you can streamline core processes such as on/off-boarding employees.
Project Portfolio Management (PPM) is not just about managing a set of projects; it’s about aligning these projects with your strategic objectives, thereby ensuring that every project contributes to your organization’s mission and vision.
Think about it. With PPM, you’re not just seeing individual projects in isolation. You’re getting a comprehensive view of all ongoing projects within your portfolio. This bird’s-eye view is a powerful tool for decision-makers.
Get control of projects with systematic project intake using scoring and prioritization
When all work is centralized across tickets and projects, you can get a better view of resources
With a Project Portfolio Management approach, you can manage timelines in one central view
IT leaders in hospitality are looking for more modern ITSM platforms – seeking improved automation, digital transformation, enterprise service and integration. Download this InformationWeek market study to see the top challenges and opportunities for IT in hospitality.
CUSTOMER STORY
Jonathan Vorndran
IT Support Manager
Casino Arizona
Whether you are looking to level up an older ticketing platform or considering migration to a no-code platform, you will benefit from this comprehensive report which looks at business value, ease of use, strategy and innovation across ITSM vendors. Get the Info-Tech Vendor Rankings Report.
SOLUTIONS FOR HOSPITALITY
Life-cycle IT Service Management with support for ITIL, assets, change, self-service, conversational AI and automation.
Make enterprise service management a reality with a single platform across IT, Facilities, HR, Marketing and more.
Let automation take off with no-code enterprise integration and workflow. Embrace digital transformation.
Change the way you chat with conversational AI – natural language processing with automation.
Tackle projects of any size with a platform that is as simple or as sophisticated as you need it to be.
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