As technology grows and changes, it’s no surprise that IT Service Management (ITSM) has done the same. And, while this may mean headaches in the short-term, it also creates nine important ITSM trends moving forward.
ITIL4 – The Most Important of All ITSM Trends
At this point, agile development is more than a fad – it’s here to stay. And, it will soon make its presence felt in ITSM through the latest generation of the Information Technology Infrastructure Library (ITIL). This widely recognized IT framework is the hottest conversation topic in today’s ITSM world because of its potential to improve service management.
Despite its recent debut, ITIL4 promises to give you the ability to more rapidly make IT service changes, decide which factors are relevant should an issue occur, and enhance the technology management framework by aligning your business with agile IT methodologies and mindsets.
There’s no denying technology plays a pivotal role in digital transformation. However, ITSM will make implementation efforts more possible than ever by strategically integrating technologies that align with your overall organizational mission. This means a transformation for your ITSM partners.
What once were simple service providers will become critical operations element providing a platform for future improvement opportunities. Tomorrow’s ITSM partners will allow you to improve IT service design, provisioning, management, and enhancement – as well as the ability to scale them as your business grows and changes.
Enterprise Service Management Environment
IT benefits significantly from ITSM tools that track service levels, manage service requests and incident reports, and generate visual dashboards to report real-time feedback. It’s about time the rest of your enterprise teams experienced them, too.
Using ITSM principles and technologies, your business can take technology to an entirely new level by establishing an Enterprise Service Management (ESM) environment. Through ESM, you’ll be able to widen the scope of services employed across your organization to streamline IT processes and remove the potential for siloed departments.
How AI Fits Into Future ITSM Trends
What began in the ITSM industry as a curious interest is blossoming into a full-blown obsession where Artificial Intelligence (AI) is concerned. Very soon, AI will become a significant focus for your ITSM – assuming that’s not already the case.
The combination of automation and intelligent machines will bring several benefits to your business: more efficient ticketing processes, more actionable insights and resolution recommendations, machine learning capable of performing repetitive tasks, and digital service desk agents that provide end user assistance 24/7 just to name a few.
Thanks to plummeting costs, organizations will begin migrating to the cloud more and more frequently in the future. While setting up self-hosted IT services may have advantages, the price of building and maintaining them are rising because firms must pay for both the equipment and professional admins involved.
Cloud-hosted services, on the other hand, can be quickly and cheaply adopted – as well as scaled to fit any size of deployment required. By using this approach, you can create a new generation of IT service delivery that doesn’t need to consider setup, management, and maintenance costs associated with any infrastructure or underlying tech. As if that wasn’t enough, cloud’s constant innovation also means you’re at the forefront of industry development, ensuring your organization is using the most advanced services to maintain efficiency and competitiveness moving forward.
ITSM-rooted self-service models will not only exist – they’ll expand. Through digital transformation and the demand for increased workplace technologies, these options will empower end users in new ways to free up IT resources and reduce ticket volume. For some, self-service capabilities will even allow users to customize and control their own IT experience and resolve their own issues.
Containerization & Microservices
With these innovations, ITSM tools will help you create a connected system of software components and infrastructure environments. This means you’ll have an unprecedented ability to monitor, capture, analyze, and combine performance- and security-related data from different sources to improve enterprise decision-making.
Taking a Customer-Centric Approach to ITSM Trends
The rapid development of technology enables customers to choose from a variety of communication channels to contact your business – and it’s never been important to provide a high-quality experience across all these channels.
ITSM tools will make it easier to communicate with customers by providing the potential to upgrade customer support and user experiences through things like interactive chatbots, self-service options, and more visually appealing communication methods.
While technology is fueling ITSM growth, the industry needs people to succeed. ITSM will need more skilled and capable professionals than ever to lead organization change through new technologies like AI and automation.
Therefore, expect a continued push toward improved, team-centered cultures where user support is concerned. This is important because employees expect more than ever from IT in order to be productive and satisfied with their own jobs. After all, it’s vital ITSM engages your workforce to leave a positive, lasting impact.
This is an extensive list – but it’s certainly not all-inclusive. ITSM will present a number of challenges, opportunities, and changes in the future. Will you be ready to take advantage? If not, we can help…
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