Enterprise AI Analysis
Cloud-based IT Service Management as a Lever for Twin Transformation
Digital and sustainable transformation are no longer separate paths of development, but are intertwined, a phenomenon also known as Twin Transformation. Companies with digital business models are presented with new areas of tension: on the one hand, data-intensive services, AI-based functionalities, and cloud-based infrastructures are significantly driving digital performance. On the other hand, this technological depth is leading to a significantly growing ecological footprint. A central, yet little-researched lever of Twin Transformation lies in the systematic recording, management, and integration of cloud-related ecological impacts into IT service management processes. Against this backdrop, the article examines how environmental, cloud-related sustainability can be integrated into IT service management in order to establish an effective link between digital efficiency and ecological responsibility. The aim is to develop measures with accompanying recommendations that will enable the integration of a sustainability-oriented approach to cloud-infrastructure usage in IT service management processes. Methodologically, the article follows a two-step approach: exploratory interviews with experts from leading companies in the fields of IT service management and cloud-infrastructure services are compiled with various design options for sustainable IT infrastructure solutions. The results derived from an industry perspective were translated into concrete measures and recommendations. These recommendations are structured along five dimensions of sustainable, cloud-based IT service management and support companies with digital business models in their sustainability transformation. Overall, the results represent an industry-based approach for combining digital and sustainable improvement in the context of Twin Transformation.
Executive Impact Summary
This paper introduces Cloud-based IT Service Management (ITSM) as a crucial lever for achieving 'Twin Transformation' – the integrated pursuit of digital and sustainability goals. It addresses the growing tension for digitally-driven companies between rapidly advancing digital capabilities (data-intensive services, AI, cloud infrastructure) and their expanding ecological footprint. The research proposes a systematic integration of cloud-related ecological impacts into ITSM processes. Through a two-phase qualitative interview study with experts, the authors identify challenges and develop a catalog of practical measures and recommendations structured along five dimensions: Technology, Ecology, Economy, Social, and Regulatory. The findings provide an industry-based approach for aligning digital efficiency with ecological responsibility, offering concrete strategies for organizations navigating this complex dual transformation.
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Dimensions of Sustainable ITSM
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Phases of Expert Interviews
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Industry Experts Interviewed
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Deep Analysis & Enterprise Applications
Select a topic to dive deeper, then explore the specific findings from the research, rebuilt as interactive, enterprise-focused modules.
Executive Overview
Methodology
Technology
Ecology
Economy
Social
Regulatory
Overall Insights
Twin Transformation: Digital & Sustainability Intertwined
1 Unified Transformation ApproachThe core finding emphasizes that Digital Transformation and Sustainability Transformation are no longer separate but interconnected paths, crucial for modern enterprises.
Research Methodology Flow
The study adopted a two-phase qualitative, explorative design with semi-structured expert interviews to address the research question.
Phase 1: Identify Challenges & Needs (4 experts)
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Phase 2: Explore Solutions & Options (7 experts)
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Thematic Analysis & Causal Reconstruction
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Develop Measures & Recommendations (5 Dimensions)
| ID | Challenge | Previous Approaches |
|---|---|---|
| Te1 | Inefficient Legacy Systems | Hardware lifecycle optimization |
| Te2 | Lack of Data Collection, Transparency & Quality | No specific approach mentioned |
| Te3 | Uneven Resource Consumption in Processes | ESG functionalities in ITSM platforms (ServiceNow) for real-time data visibility |
| Te4 | Rapid, Restructuring AI Development & Future Role | AI integration via AIOps for efficiency & consumption reduction |
| Te5 | Complex ITSM Platforms | Automation of workflows (e.g., compliance audits) |
| Te6 | High Energy Demand from Data Centers | Own goals for climate-neutral data centers (by 2028/2030) |
Technological hurdles are central to the Twin Transformation in cloud-based ITSM. Existing approaches often fall short in integrating sustainability.
| ID | Challenge | Previous Approaches |
|---|---|---|
| Öl1 | New Technologies (esp. AI) increase data center and energy demand | Integration of more sustainable alternatives in data center design |
| Öl2 | Energy consumption through inefficient Cloud usage | No specific approach mentioned |
| Öl3 | Building technology consumes a lot of energy | Utilization tracking for inefficient building usage; simple energy-saving measures (e.g., automatic lighting, HVAC adjustment) |
| Öl4 | Need for better measurement methods for overall IT sustainability | Mapping supply chains in ITSM platform; sustainability-related risk management in ITSM |
Integrating ecological sustainability in ITSM requires specific measures to address energy consumption and resource efficiency, moving beyond current limited approaches.
| ID | Challenge | Previous Approaches |
|---|---|---|
| Ön1 | Lift-and-Shift caused higher costs | No approach mentioned |
| Ön2 | Subscription & license-based Cloud models increase negative cost effects with inefficiency | No approach mentioned |
| Ön3 | Uncontrolled end-user consumption leads to difficult-to-control costs | No approach mentioned |
| Ön4 | Introduction and operation of ITSM platforms is expensive | No approach mentioned |
| Ön5 | Low investment in Sustainability Transformation | No approach mentioned |
Economic considerations in ITSM often implicitly cover sustainability, but explicit measures are needed to avoid increased costs from inefficient cloud adoption.
| ID | Challenge | Previous Approaches |
|---|---|---|
| So1 | Lack of knowledge among skilled workers | ESG tracking regarding social values of NT (e.g., workplace diversity) |
| So2 | Resistance to change in digital work methods; NT needs acceptance | No approach mentioned |
| So3 | Rising user expectations increase pressure on ITSM structures | No approach mentioned |
| So4 | Automation and efficiency prioritized over user experience | No approach mentioned |
| So5 | Continued Greenwashing | No approach mentioned |
| So6 | Diverse motivations for sustainability (SMEs: values & culture; Corporations: external impact) | No approach mentioned |
Social aspects, particularly lack of knowledge and resistance to change, present significant barriers to Twin Transformation in ITSM.
| ID | Challenge | Previous Approaches |
|---|---|---|
| Re1 | Missing reports from Cloud providers | ITSM platform for disclosing sustainability reports |
| Re2 | Unclear sustainability regulations | External standards/certifications as proof for NT measures |
| Re3 | (Political) priorities hinder NT (NT only after economic growth) | Use of state programs as drivers for DT |
| Re4 | Regional differences influence sustainability initiatives | No approach mentioned |
| Re5 | Missing, regulated anchoring of sustainability in companies | Building individual internal structures for strategic sustainability management; sustainability data management; procurement guidelines for replacement devices |
| Re6 | Demand for sustainability performance depends on regulators | No approach mentioned |
Regulatory frameworks are crucial for driving Twin Transformation, yet current provisions often lack clarity and enforcement for sustainability in ITSM.
The Multidimensionality of Twin Transformation in ITSM
The study's 'Maßnahmenkompass' (measures compass) illustrates that Twin Transformation (TT) is not a list of isolated actions but a complex interplay of technological, organizational, social, ecological, economic, and regulatory design decisions within ITSM.
Challenge: Treating Twin Transformation as a collection of isolated, single-focus initiatives.
Solution: Adopt a multidimensional governance strategy for ITSM, integrating sustainability as a core value across all dimensions (Technology, Ecology, Economy, Social, Regulatory) rather than solely through tool implementations. Foster collaboration between IT and sustainability experts.
Key Takeaway: True Twin Transformation in ITSM requires a holistic, integrated approach that considers the interplay of all five dimensions, moving beyond simple tool-based solutions to strategic governance and cultural embedding.
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Your Twin Transformation Roadmap
Implementing a holistic Twin Transformation in ITSM requires a structured approach. Here's a suggested timeline based on our research findings.
Phase 1: Assessment & Strategy (Months 1-3)
Conduct a comprehensive analysis of existing IT infrastructure, ITSM processes, and current sustainability footprint. Define clear Twin Transformation objectives, identify key stakeholders, and establish a governance framework.
Phase 2: Data & Transparency Foundation (Months 4-6)
Implement granular data collection mechanisms for energy and resource consumption in cloud and on-premise environments. Establish robust measurement, reporting, and verification (MRV) systems, integrating sustainability KPIs into ITSM dashboards.
Phase 3: Technology & Process Optimization (Months 7-12)
Redesign ITSM architecture for modularity and cloud-native principles. Integrate AI for predictive analytics, resource optimization, and automated scheduling. Prioritize sustainable hardware and cloud provider selection based on ecological criteria.
Phase 4: Skill Building & Cultural Integration (Months 13-18)
Develop knowledge and competencies for sustainability across ITSM teams through training. Foster acceptance via quick wins and ensure ecological KPIs are balanced with user experience and economic efficiency in decision-making.
Phase 5: Governance & Continuous Improvement (Ongoing)
Embed sustainability criteria into procurement and vendor management. Align internal initiatives with external regulations and certifications. Continuously monitor performance, adapt strategies, and foster an organizational culture of iterative Twin Transformation.
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