In today’s ever-evolving IT landscape, service management is undergoing a significant transformation. We are no longer speaking solely about IT Service Management (ITSM), but rather embracing a broader, integrated vision: Enterprise Service Management (ESM). This shift is not merely a change in terminology—it represents a strategic evolution aimed at extending service management principles to all departments and business functions, creating value and maximizing operational efficiency.

These themes, along with an innovative take on ESM, were at the heart of our “Enterprise Service Management Plus” event held in Rome on June 19, 2025, in the stunning setting of San Lorenzo in Miranda. The event provided an opportunity to share our extensive sector experience and highlight the synergy with HCL Software's cutting-edge technologies.

The Context: From IT Management to an Integrated and Comprehensive Vision

Traditionally, ITSM focused solely on managing IT services and technological infrastructure, often operating in silos. However, modern organizations demand a more integrated approach to meet challenges such as scalability, security, and performance. ESM responds to this need by extending ITSM best practices to critical functions like HR, finance, and facility management, fostering a 360-degree service management vision.

Just a year ago, the conversation would have centered on the functional aspects of the process. Today, attention is shifting toward a strategic perspective that embraces the opportunities and challenges brought by emerging technologies—especially Artificial Intelligence (AI). While AI is a hot topic, it must be applied purposefully to create real value in business and industrial contexts.

At Innovaway, in collaboration with HCL Software, we don’t adopt AI just for the “hype.” We integrate AI across the entire service delivery lifecycle to enhance and elevate existing services—increasing quality and effectiveness without necessarily increasing costs.

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

Innovaway acts as a strategic partner throughout the full lifecycle of an IT project—from analysis, design, and implementation, to management, organization, and automation.

We rely on enterprise-grade platforms designed to be powerful yet easy to adopt, cost-effective, and free of unnecessary complexity. Our end-to-end approach eliminates the inefficiencies of vertical silos.

Technologies we use daily in service delivery include:

• Enterprise Technical Service Management (ETSM) platforms
• AIOps
• Asset management and endpoint compliance
• Cloud-specific automation
• Data protection and recovery solutions

AI-based tools allow us to offer personalized and more efficient services.

The Power of Our Partnership with HCL Software

Our strategic partnership with HCL Software is a key differentiator. With over 20 years of experience in managed IT services, Innovaway complements HCL Software’s AI-native technology portfolio.

Together, we cover strategic domains such as endpoint management, IT service optimization, application security, and process automation, delivering advanced solutions like:

• HCL BigFix - The gold standard for endpoint management and security. Automates patching, hardware/software inventory, vulnerability management, and continuous compliance.
• HCL SX - An AI-powered Service Management platform designed for both ITSM and ESM. Features include predictive analytics, automated ticket routing, and streamlined problem resolution workflows.
• HCL AppScan & OneTest - Tools for application security and testing automation. AppScan identifies vulnerabilities and ensures compliance; OneTest automates functional, API, and performance testing—essential for a security-by-design approach.

Key Benefits for Our Clients

The combination of our managed service best practices and HCL Software's advanced solutions delivers measurable benefits:

• Enhanced User Experience - Always-updated devices, intuitive self-service portals, and intelligent issue resolution significantly boost user satisfaction.
• Cost Reduction - Process optimization results in reduced operating costs and improved Total Cost of Ownership (TCO).
• Greater Operational Efficiency - Automation and integrated tools streamline daily operations, freeing IT teams for strategic initiatives.
• Automated Routine Tasks - Automated processes reduce manual effort and optimize everyday operations.
• Predictive Capabilities and Proactive Management - AI-powered analytics allow proactive problem detection and resolution, strengthening business resilience.
• Accelerated Implementation - Flexible configurations and optimized processes speed up adoption, delivering faster value.
• Security and Compliance - A fully integrated cyber resilience strategy with proactive prevention, pervasive protection, and native security ensures regulatory compliance and advanced protection of company data and assets.