With equipment fully networked and managed in real time, the line between operational technology (OT) and information technology (IT) has virtually disappeared in Industry 4.0. Industrial automation and IT need to work seamlessly, as this convergence is essential to achieving the highest performance and functionality in modern operations. In this sense, the IT department, especially internal technology support, needs to strategically align with the operational department, as any failure in digital systems or equipment can halt entire production lines.
In connected industrial environments, unplanned downtime has a severe financial impact. A 2022 Siemens study, called “The True Cost of Downtime,” indicates that companies lose an average of 11% of their annual revenue due to unscheduled downtime (approximately US$1.5 trillion). A single hour of machine downtime can cost anywhere from US$39,000 in consumer goods to US$2 million in the automotive industry, depending on the sector.
These figures explain why maintaining operational continuity is critical: minutes count, and rapid IT response to resolve incidents can make the difference between a minor scare and major losses. However, industrial digital transformation brings measurable benefits when implemented well. Brazilian companies that have already adopted Industry 4.0 technologies have reported an average 22% increase in productivity and a 17% reduction in operating costs, according to a study by Fiesp.
Part of these gains comes from reduced failures and downtime thanks to features like 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 support and industrial management, companies are investing in modern service desk platforms that offer multi-services and end-to-end automation. With cross-departmental integration and workflows, technical calls can flow seamlessly between IT, engineering, and operations teams, following predefined business rules.
For example, IoT sensors on machines can detect an anomaly and automatically open a service ticket, alerting the IT or maintenance team before a breakdown even occurs. Similarly, shop floor systems (MES, SCADA, etc.) integrated with the support center provide real-time visibility into incidents, facilitating agile decisions to avoid bottlenecks.
Automation and intelligent workflows play a central role in this convergence. With well-defined workflows, a registered incident triggers notifications, escalations, and standardized procedures without human delay, ensuring faster and more assertive responses.
This preventive 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 already recognized the importance of improving IT support to keep pace 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 figures reinforce the perception that efficient and automated IT support is a pillar of Industry 4.0, ensuring that innovations such as IoT and analytics operate without interruptions.
As Industry 4.0 evolves, companies that unify their IT and operational processes are one step ahead of the competitive curve. Integrating IT services with industrial management is not just a matter of efficiency, but of survival in a market where zero downtime is ideal and rapid incident response is a differentiator.
More than that, investing in tools and processes that break down silos between IT and production brings tangible returns: fewer downtimes, increased productivity, and decisions driven by real-time data. In Brazil, this movement is already underway – and those who successfully integrate IT services and industrial management will reap the rewards of a more efficient, resilient operation, prepared 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.
