With fully connected equipment in networks and managed in real-time, the boundary between operational technology (OT) and information technology (IT) has virtually disappeared in Industry 4.0. Industrial automation and IT need to act in an integrated manner, as this convergence is essential to achieve the highest performance and functionality in modern operations. In this sense, the IT area, especially internal technology support, needs to align with the operational area strategically, since any failure in digital systems or equipment can interrupt entire production lines.
In connected industrial environments, unplanned downtime has a severe financial impact. A 2022 Siemens study, titled “The True Cost of Downtime,” indicates that companies can lose an average of 11% of annual revenue due to unplanned downtime (approximately $1.5 trillion). A single hour of machine downtime can cost from $39,000 in consumer goods to $2 million in the automotive industry, depending on the sector.
These numbers explain why maintaining operational continuity is critical: minutes count, and timely IT response to resolve incidents makes the difference between a minor scare and significant losses. However, industrial digital transformation brings measurable gains when well implemented. Brazilian companies that have already adopted Industry 4.0 technologies reported an average increase of 22% in productivity and a 17% reduction in operating costs, according to a study conducted by Fiesp.
Part of these gains comes from the reduction of failures and downtime thanks to resources such as predictive maintenance and remote asset monitoring. In other words, integrating IT and industrial operations results in more efficient factories, with fewer interruptions and waste.
Convergence between service desk and industrial operations
To enable this integration between IT service delivery and industrial management, companies are investing in modern service desk platforms that offer multiservices and end-to-end automation. By integrating departments and establishing workflows, technical calls can flow between IT teams, engineering, and operations without getting lost, following predefined business rules.
For example, IoT sensors in machines can detect an anomaly and automatically open a service ticket, triggering the IT or maintenance team before a breakdown even occurs. Likewise, factory floor systems (MES, SCADA, etc.) integrated with the support center allow real-time visibility of incidents, facilitating agile decisions to prevent bottlenecks.
Automation and intelligent workflows play a central role in this convergence. With well-defined workflows, a reported incident triggers notifications, escalations, and standardized procedures without human delays, ensuring faster and more accurate responses.
This proactive and coordinated approach drastically reduces the average time to resolve critical issues, a vital factor when ‘time is money’ in industrial production. Companies themselves have recognized the importance of improving IT support to keep up with digital transformation. A recent survey showed that 97% of Brazilian executives plan to improve IT service management (ITSM) in the next 12 months, and 68% intend to implement new support software, with 43% seeking to automate processes.
These numbers reinforce the perception that efficient and automated IT support is a pillar of Industry 4.0, ensuring that innovations like IoT and analytics operate without interruptions.
As Industry 4.0 evolves, companies that unify their IT and operational processes are one step ahead on the competitiveness curve. Integrating IT support with industrial management is not just a matter of efficiency, but survival in a market where zero downtime is ideal and quick incident response is a differentiator.
Moreover, investing in tools and processes that break down silos between IT and production brings tangible returns: fewer downtimes, increased productivity, and data-driven real-time decision-making. In Brazil, this movement is already underway – and those who successfully integrate IT support and industrial management will reap the benefits of a more efficient, resilient operation ready for the challenges of the fourth industrial revolution.
By Luciano Costa, co-founder of Setrion and MilldeskBy Luciano Costa, co-founder of Setrion and Milldesk.
