As IT Service Management (ITSM) makes progress as a technology and a discipline, professionals mature a deeper understanding and knowledge of major trends that might affect solutions – and their job – soon. As reported by CIO Review, there are at least seven trends we should watch.
The evolution of Corporate Service Management, first of all. ITSM procedures and workflows are no more limited to IT and help desk management, but they are increasingly extended to other corporate departments as HR, legal, finance or customer care. All these functions share similar needs in terms of processes monitoring and activation, ownership and compliance so that they can benefit from the adoption of ITSM best practices.
Artificial Intelligence is expected to have a potentially disruptive effect too. It is predicted to make ticketing processes more efficient, automatize primary responses and augment human operators’ capabilities through digital agents and chatbots. With Millennials and Gen Z entering the workspace, self-service software will be more and more requested, as those users bring superior technological expertise and appreciate the possibility of customising the IT experience and helping themselves. The higher penetration of mobile devices is an opportunity and a threat at the same time since new methodologies and ITSM tools are needed to enable mobile workplace services and smoothly integrate them into the existing IT environment, also ensuring top security standards.
Coming to software development and management, a significant trend is the increasing number of businesses migrating to the cloud. Companies face higher costs and complexity when dealing with self-hosted applications, but an in-depth assessment of IT goals, priorities and constraints is always to be recommended before making any cloud-related choice. Containerization and microservices are affecting ITSM too: these trends require a shift in ITSM tooling to properly manage the network infrastructure, performance and reliability of software components.
Finally, do not forget ITIL 4. The debut of new IT Infrastructure Library framework is expected to accelerate the alignment with other methodologies such as Agile and DevOps, introducing a more holistic view of current architectures, thus moving a step beyond the traditional focus on processes.
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