In today's rapidly evolving IT landscape, service management is undergoing a profound transformation. We're no longer just talking about IT Service Management (ITSM)but a broader, more integrated vision:Enterprise Service Management (ESM)This isn't merely a change in terminology; it's a strategic evolution aimed at extending service management principles to all departments and business functions, generating significant value and maximizing operational efficiency across the board. These critical topics, alongside an innovative vision for ESM, were at the heart of our "Enterprise Service Management Plus" event held in Rome on June 19, 2025 in the magnificent San Lorenzo in Miranda. The gathering provided a prime opportunity to share our well-established industry experience and highlight the synergy we've built with HCLSoftware's cutting-edge technologies.

The Shift: From IT-Centric to a Comprehensive, Integrated Vision

Traditionally, ITSM focused exclusively on managing IT services and technological infrastructure, often operating in silos. However, modern businesses demand a more integrated approach to tackle challenges related to scalability, security, and performance. ESM directly addresses this need by extending ITSM best practices and principles to key functions such as HR, finance, and facility management, fostering a 360-degree vision for service management.

Just a year ago, discussions might have been more confined to the functional aspects of the process. Today, the focus has shifted to a strategic vision that embraces the opportunities and challenges posed by new technologies, particularly Artificial Intelligence (AI). While AI is a highly relevant topic, it requires concrete, targeted application to generate real value in industrial and corporate contexts. Innovaway's approach, shared with HCLSoftware, isn't about adopting AI for its "hype," but rather integrating it throughout the entire service delivery lifecycle to enhance and improve existing services, ensuring greater effectiveness and quality without necessarily increasing costs.

How We Do It: Enterprise-Grade Solutions with Simple Adoption

Innovaway positions itself as a strategic partner covering the entire IT project lifecycle – from analysis, design, and implementation to management, organization, and automation. To achieve this, we rely on enterprise-level solutions designed to be highly effective, yet characterized by reduced complexity, ease of adoption, and clear cost containment. This guarantees a truly end-to-end approach that overcomes the inefficiencies of "vertical silos."

The technologies we deploy daily in delivering our services include Enterprise Technical Service Management (ETSM) platforms, AIOps, asset management, endpoint management, endpoint compliance, cloud-specific automation, and data protection and recovery solutions. Our use of AI-driven technologies enables a personalized and more efficient approach for our clients.

The Power of Our Partnership with HCLSoftware

Our strategic partnership with HCLSoftware is a key differentiator. Innovaway boasts over two decades of solid experience in managed IT services, while HCLSoftware offers state-of-the-art technologies that natively integrate Artificial Intelligence. This synergy translates into our ability to cover strategic areas like endpoint management, IT service optimization, application security, and process automation, allowing us to deliver innovative solutions, including:

• HCL BigFix: A reference tool for endpoint management and security. It enables automated patching, hardware and software inventory, vulnerability management, and continuous compliance.
• HCL SX: An AI-powered Service Management platform designed for both ITSM and ESM. It offers features like AI-powered ticket routing, predictive analytics, and automated problem resolution, streamlining ticketing workflows and service delivery.
• HCL AppScan e OneTest: Solutions for application security and test automation. AppScan identifies vulnerabilities and supports regulatory compliance, while OneTest automates functional, API, and performance testing, essential for "security by design."

Key Advantages for Our Clients

The combination of our managed services best practices with HCLSoftware's advanced solutions generates tangible value for our clients:

• Enhanced User Experience: Always-updated devices, intuitive self-service portals, and intelligent problem management significantly boost user satisfaction.
• Cost Reduction: Optimized processes contribute to significant reductions in operational costs and an improved Total Cost of Ownership (TCO).
• Greater Operational Efficiency: Automation and integrated solutions enable leaner management of daily activities, freeing up IT resources for strategic initiatives.
• Routine Task Automation: Development of automated processes to optimize daily operations and reduce manual intervention.
• Predictive Capability & Proactive Management: AI-based solutions offer predictive analytics and the ability to proactively manage potential issues, enhancing business resilience.
• Accelerated Implementation: Thanks to flexible configurations and optimized processes, implementations are faster, reducing adoption times and generating value more quickly.
• Security and Compliance: An integrated approach to cyber resilience, with proactive prevention, pervasive protection, and native security, ensures regulatory compliance and advanced protection for corporate data and assets.