The uninterrupted, secure, and efficient operation of critical infrastructure sectors such as energy, manufacturing, and telecommunications necessitates a robust IT service management approach. Considering the number of devices, field equipment, infrastructures, and complex application layers used in these sectors, ITSM processes transcend being merely an IT function; they become a strategic framework that ensures business continuity for organizations.
Today, businesses are moving away from a reactive model and adopting a proactive ITSM approach supported by artificial intelligence, IoT, and automation. This transition is particularly visible in the energy, manufacturing, and telecommunications sectors.
What is the Strategic Importance of ITSM Processes?
ITSM processes provide a structured, measurable, and traceable framework in areas such as incident management, change management, configuration management, request management, and asset management, which form the foundation of service management. However, regardless of the industry, companies’ greatest expectation is no longer a simple “service ticket”; it is real-time visibility, automation, and the ability to predict failures before they occur.
👉 For example: The shutdown of a turbine in an energy facility, the failure of a robotic arm on a production line, or a delay in a telecommunications network can affect millions of customers, incurring high costs and reputational risks. Therefore, ITSM processes offer a data-driven governance model that integrates operational technology systems with IT operations. This enhances both security and operational efficiency.
⚡ Energy, 🏭 Manufacturing, and 📡 Telecom operations—make them smarter and uninterrupted. Discover SPIDYA ITSM today!
Contact Us⚡ ITSM Processes in the Energy Sector
The Role of ITSM in Distribution Networks and Facility Management
The number of assets in the field within the energy sector is very high: turbines, transformers, generators, SCADA units, meters, sensors… Managing this complex structure through a central platform is only possible with modern ITSM processes. ITSM transfers Operational Technology data to the IT environment, allowing maintenance teams, system administrators, and operations teams to converge on the same data..
Predictive Maintenance with IoT
IoT sensors continuously measure parameters such as temperature, vibration, voltage, and pressure, and transmit them to ITSM platforms. AI algorithms then detect anomalies in this data to predict failures in advance.
For example:
Increase in turbine vibration → automatic maintenance log
Rise in generator temperature → emergency event notification
Voltage drop → instant alert to system administrator
This structure significantly reduces unplanned outages.
AI-Powered Incident Management
AI + ITSM integration in the energy sector enables faster response to incidents. ITSM platform:
- Automatically determines incident priority,
- Directs to the appropriate technical team,
- Takes automatic action on the system side with RPA if necessary,
- This approach both optimizes workforce and improves SLA performance.
🏭 ITSM Processes in the Manufacturing Sector
MES + IoT + ITSM Trio
The machines on the production line, PLC devices, robotic arms, laser cutting machines… All of them generate a truly massive amount of data. However, ITSM processes play a critical role in making sense of this data and turning it into actionable insights. When data from MES (Manufacturing Execution System) and IoT platforms is integrated into ITSM (IT Service Management), hidden opportunities emerge:
- Real-time line monitoring
- Automatic maintenance order creation
- Parts inventory control
- Pre-failure warning mechanisms
Proactive Maintenance Scenarios
Even a one-hour interruption in the production environment can incur significant costs. For this reason, the manufacturing sector is one of the fastest adopters of predictive maintenance. For example:
- When the vibration value of a press machine increases, ITSM automatically opens a work order.
- When hydraulic pressure drops, RPA kicks in and activates the backup pump.
- AI provides recommendations based on the machine’s maintenance history.
Automation Deepens with AIOps
AIOps is an approach that detects anomalies in IT operations and generates recommendations or automatic actions. AIOps-supported ITSM processes in the manufacturing sector:
- Identifies the root cause of a failure in seconds.
- Eliminates unnecessary alarm repetition.
- Analyzes changes in machine performance over time.
📶 ITSM Processes in the Telecommunications Sector
Network Density and Service Health
The telecom sector’s infrastructure has a device density that is almost at the level of IoT. Thousands of base stations, CPE devices, routers, switches, and radio equipment continuously generate data. ITSM processes are essential for making sense of this data and responding quickly.
Thanks to AI-powered network monitoring:
- Alerts are received before customers experience problems.
- Service health is monitored in real time.
- The location of potential failures is predicted.
ITSM Architecture in Telecom Operations
ITSM in telecommunications is not limited to incident management. Service level management, capacity management, configuration management, and network inventory management are all brought together under one roof.
The Role of Artificial Intelligence in ITSM Processes
🤖 Fast and Flexible ITSM Processes with AI-Powered Low-Code Development
Low-code platforms enable you to digitize ITSM processes quickly and flexibly. By minimizing coding requirements, you can rapidly create workflows ranging from maintenance requests to incident management. With AI support, low-code solutions:
- Enable you to quickly adapt workflows
- Create proactive automation scenarios
- Optimize operational processes according to industry-specific requirements
- This structure can reduce downtime rates by 30–50% in the energy, manufacturing, and telecommunications sectors, providing efficiency and visibility in processes.
⚠️ Proactive Service Monitoring
AIOps moves beyond traditional alert and log management to deliver context-aware analysis. When combined with ITSM:
- Events are consolidated. (noise reduction)
- Root causes are automatically identified.
- Appropriate actions are triggered.
Strategic Advantages of SPIDYA ITSM in Energy, Manufacturing, and Telecommunications
Rapid Adaptation with Low-Code Architecture: Organizations can digitize their processes in days rather than months; developer dependency for changes is minimized.
AI & IoT Integration-Ready Structure: Data from all operational layers, from energy facilities to production lines and telecom networks, is processed intelligently; pre-failure prediction and automatic actions become possible.
Specialized Modules for Energy – Manufacturing – Telecom: Customized asset management, maintenance management, incident management, and operations modules tailored to sector-specific requirements directly address real-world field needs.
Modern, Integrated, and Secure ITSM Approach: Core processes such as CMDB, ITOM, request management, incident management, and change management work seamlessly under one roof; data integrity is protected.
Lower TCO, Higher Flexibility: SPIDYA ITSM offers a competitive advantage in licensing, maintenance, and operational costs; that is, it provides cost savings and flexibility for change by reducing not only the initial cost but also the Total Cost of Ownership (TCO) incurred throughout the entire usage period.
