On September 5th, bit2bit Americas participated as a sponsor at the SDI25MX gala, together with Atlassian, our technology partner with whom we work as a Platinum Solution Partner. The event, organized by BPGurus at the Hotel Barceló Reforma in Mexico City, brought together IT leaders, service management specialists, and digital transformation experts to explore the trends shaping the future of Service Management.
The joint participation began a day before the in-person event, with a webinar led by Gaspar Aguilar, Partner & Alliance Manager at Atlassian. His session, titled “Atlassian System of Work: Best Practices for AI Adoption and Alignment Between Enterprise Service Management and Business Objectives” showcased how Atlassian solutions, combined with management best practices, help organizations integrate artificial intelligence into their operations and strategically connect service management with business goals.
From the early hours of the morning, the hotel was filled with conversations about the future of digital services. The exhibition area became a key networking spot: there, our bit2bit Americas team had the opportunity to engage with representatives from leading companies such as Grupo Salinas, Centro Médico ABC, Sigma Alimentos, among others. It was an ideal moment to learn about their current challenges and share how our solutions can help them achieve greater efficiency, agility, and control in their processes.
One of the highlights for us was the participation of Luz Jerannia González, ITSM Specialist at bit2bit Americas, who delivered the presentation “Resolving Incidents in Minutes: AI and Atlassian in Digital Crisis Management.”
During her talk, Luz practically demonstrated how artificial intelligence has become a key enabler for organizations to be more proactive, autonomous, and resilient, optimizing incident response and strengthening the end-user experience. The presentation generated great interest among attendees, showing that technological innovation is now a strategic necessity for business continuity.
Throughout the event, various experts echoed the same message: artificial intelligence is not just a trend, but a driving force for how we work. Topics included the need to adopt a more proactive approach to service management—anticipating problems before they impact users— and how organizations can achieve higher levels of autonomy by leveraging next-generation tools.
These conversations reinforced our conviction that digital transformation is a journey where technology must always go hand in hand with strategy and organizational culture.
For bit2bit Americas, participating in spaces like SDI25MX means much more than being part of an event: it is a reaffirmation of our commitment to being a strategic partner for companies seeking to take the next step in their digital maturity. Every conversation at our booth, every insight shared in presentations, and every new connection reminds us of the importance of supporting our clients in their evolution toward a more agile, efficient, and innovative future.
We concluded our participation with the satisfaction of having shared experiences, learning, and above all, the certainty that the path to excellence in Service Management is built by collaborating, innovating, and transforming together.
Do you want to know how we can support your organization in its digital transformation process?
Contact us and letʼs talk about your needs and objectives.
What are ITSM processes? ITIL version 4 recently went from recommending ITSM “processes” to introducing 34 ITSM “practices”. Their reasoning for this updated terminology is that “elements such as culture, technology, information and data management can be considered to get a holistic view of ways of working”. This more comprehensive approach better reflects the realities of modern organizations.
Here, we will not concern ourselves with nuanced differences in the use of practice or process terminology. What’s important and true, no matter what framework your team follows, is that modern IT service teams use organizational resources and follow repeatable procedures to deliver consistent and efficient service. In fact, leveraging practice or process is what distinguishes ITSM from IT.
Change management ensures standard procedures are used for efficient and prompt handling of all changes to IT infrastructure, whether it’s rolling out new services, managing existing ones, or resolving problems in the code. Effective change management provides context and transparency to avoid bottlenecks, while minimizing risk. Don’t feel overwhelmed by these and the even longer list of ITIL practices.
Problem management is the process of identifying and managing the causes of incidents on an IT service. Problem management isn’t just about finding and fixing incidents, but identifying and understanding the underlying causes of an incident as well as identifying the best method to eliminate the root causes.
Incident management is the process to respond to an unplanned event or service interruption and restore the service to its operational state. Considering all the software services organizations rely on today, there are more potential failure points than ever, so this process must be ready to quickly respond to and resolve issues.
IT asset management (also known as ITAM) is the process of ensuring an organization’s assets are accounted for, deployed, maintained, upgraded, and disposed of when the time comes. Put simply, it’s making sure that the valuable items, tangible and intangible, in your organization are tracked and being used.
Is the process of creating, sharing, using, and managing the knowledge and information of an organization. It refers to a multidisciplinary approach to achieving organizational objectives by making the best use of knowledge.
Is a repeatable procedure for handling the wide variety of customer service requests, like requests for access to applications, software enhancements, and hardware updates. The service request workstream often involves recurring requests, and benefits greatly from enabling customers with knowledge and automating certain tasks.
It’s simply not enough to have an ITSM solution – you need one that actually accelerates how your teams work.
Atlassian’s ITSM solution unlocks IT at high- velocity by streamlining workflows across development and operations at scale. Meaning what was once many siloed teams with different ways of working, are now integrated and much more collaborative than ever before.
ITSM benefits your IT team, and service management principles can improve your entire organization. ITSM leads to efficiency and productivity gains. A structured approach to service management also brings IT into alignment with business goals, standardizing the delivery of services based on budgets, resources, and results. It reduces costs and risks, and ultimately improves the customer experience.
