We’re evolving beyond traditional IT Service Management into a more human-centric and agile approach.
This new model emphasises that customer experience is just as important as meeting Service Level Agreements (SLAs) through innovative concepts like Experience Level Agreements (XLAs). Meaningful customer interaction remains a core pillar for our business, and we’re leveraging AI and self-healing systems to proactively automate processes, predict issues, and resolve problems. By adopting value stream thinking and seamlessly integrating DevOps, Agile, and ITIL practices to deliver smarter, more efficient services to our clients.
Lieben Badenhorst, General Manager and ITSM Specialist at BC Technologies, said that, “We are leading the charge by removing “IT” from “ITSM” and embedding service management across all functions, emphasising that it’s no longer solely an IT concern but a focus on business value, operational efficiency, and enhancing customer experience.”. However, successful adoption relies not just on technology but also on people, and BC Technologies is consistently upskilling teams, owning and evolving processes, selecting the right tools tailored for workflows, and fostering leadership that drives meaningful metrics and cultural change.
A key insight is that maturity assessments should align with digital objectives, as many organisations struggle due to siloed teams, blame cultures, or underutilised tools. At BC Technologies, we initiate with a baseline assessment, develop a roadmap aligned with business goals, and embed continuous improvement into your organisational DNA. As we incorporate AI, automation, and cloud platforms, it’s crucial to remember that next-generation ITSM is not a final destination but an ongoing improvement journey.
About BC Technologies
BC Technologies is a proudly South African company specialising in IT Consulting, Specialised support services, and Technology solutions for modern businesses.
BC Technologies helps businesses attain higher levels of excellence through a consultative approach, utilising systems to deliver on business objectives. We are a passionate, dynamic, innovative team and are committed to our customers. With over 40 years of combined experience in diverse areas such as Strategy, Data-Management, ITSM, Service Operations, Converged Infrastructure Services, Security Consulting, and IT Compliance Support Services, we are well-placed to assist our customers with their business problems and provide successful solutions that deliver measurable value. Long-term partnerships, good business practice, and customer-centric thinking are the keys to our success.
Contact:
BC Technologies
Phone: +27 86 101 7463
Email: [email protected]
Website: www.bctechnologies.co.za
LinkedIn: www.linkedin.com/company/bc-technologies-dbn/