The world made some predictions, stating the future of ITSM at the start of 2020. Of course, there were some events this year that no one could have expected – for example; no one could have predicted the global pandemic and the ensuing quick adoption of digital transformation. These often-disruptive innovations, on the other hand, have ushered in a bright future full of possibilities for IT staff all across the world.
The future of ITSM, like the future of digital transformation, is bright. And to mark such an unmissable tech-era transition, we have some predictions for forthcoming ITSM trends to keep an eye on.
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Before we go into the future of IT service, we all must understand what ITSM is and what it entails.
ITSM is often used as a catch-all word for the IT team’s processes. ITSM can be defined as the implementation and management of high-quality IT services that fulfill the business’s demands. IT service management is carried out by IT service providers using a combination of people, processes, and technology.
In other words, ITSM refers to the full set of operations carried out by an organization to develop, plan, deliver, operate, and control information technology services provided to consumers, as directed by organizational policies, and structured in processes and supporting procedures.
ITSM guarantees that the right combination of people, procedures, and technology is in place to achieve a company’s objectives. It arranges the IT organization’s activities to prioritize service delivery and, as a result, lower IT costs. All of this is possible thanks to IT service management software available in the market.
ITSM can also be utilized as Enterprise Service Management to facilitate communication amongst departments within the organization. ITSM can be used to submit requests for facilities or human resources, for example.
No matter where the pandemic is, we believe the following eight ITSM trends and predictions will help firms continue to develop.
Enhancing access to IT Support is a primary benefit of implementing an ITSM solution. IT support will expand in the future of ITSM and IT operations, and the ITIL framework will improve the ability to deliver consistent support. ITSM will replace traditional methods of communication with the IT department, such as email or phone calls, and the transition to self-service integration will result in a bigger shift-left initiative, allowing IT to provide more in-depth support for issues that cannot be resolved through self-help. In the end, this will result in a better and more comprehensive IT experience with the same amount of personnel and resources.
In the same way that ITSM will improve IT support, more automation will be implemented, resulting in a more successful shift-left program and, eventually, a higher deflection of tickets.
Automation is made up of a series of steps that may be repeated without the need for human intervention. Workflow automation, automatic password resets, and even automated upgrades inside an organization are examples of this. Overall, automation deflects tickets, resulting in a 30 percent drop in service desk call traffic and a significant improvement in service desk metrics – all of which help lower expenses and increase productivity.
Chatbots are the future of not only ITSM but of communication in general. “By 2020, an average person will have more discussions with bots than with their spouse,” according to Gartner. Doesn’t that seem insane? And, yeah, that was perhaps a touch far-fetched (especially since many of us have been at home with a spouse during Covid-19 lockdowns). However, thanks to significant advancements in artificial intelligence (AI) technology, chatbots can now assist never before. Thus, this no more suggests being impossible!
Chatbots may now access data and knowledge articles, create tickets inside the ITSM system, and assist users in finding the correct support by using a knowledge management database. Furthermore, chatbots with a Natural Language Processing (NLP) layer can understand a broader range of individuals from several countries, making them ideal for supporting remote workers as they communicate with IT assistance around the world. Furthermore, an NLP engine that is tuned to personalize interactions with employees can help to strengthen brand culture and promote user adoption.
Knowledge management is the process of an organization’s knowledge, and information is created, shared, used, and managed. It is a multidisciplinary method to overcome organizational obstacles through the most effective use of information. The ability to engage people through a contextualized knowledge approach will be critical not just in the creation but also in the use of knowledge.
This can be accomplished via a knowledge management solution or self-service portals that allow you to go beyond the informative article and provide an engaging knowledge experience to anybody in your company. Knowledge management has numerous advantages, including higher efficiency at lower costs, a better employee experience, decreased duplication, and much more. As a result, knowledge management will only become more popular in the future.
In the field of IT Service Management, employee and customer experience has long been a hot topic. With this in mind, it’s no surprise that the future of ITSM entails bettering the customer service experience.
To boost ITSM productivity and efficiency, many companies are turning to innovative technologies like conversational AI and intelligent knowledge management systems. When it comes to providing ideal customer and employee experiences, this, coupled with shift-left initiatives (such as leveraging self-help technologies to automate tasks), will be crucial. Not only does this increase the quality of services supplied while lowering costs, but it also speeds up the supply of support for end-users and customers. Internal consumers (workers) are also more satisfied with an ITSM self-service experience that is comprehensive.
In the consumer world, AI applications are becoming more ubiquitous, while B2B use continues to expand. Considering designing and implementing the correct AI applications for ITSM tools, IT and business leaders are talking more about AI technologies. This is why, rather than looking at AI as a whole, we should focus on specific AI technologies that supplement ITSM.
Conversational AI, which powers chatbots and other messaging apps, may, for example, automate intelligent discussions between your consumers and virtual support agents. AI advancements will also result in improved knowledge insights in the form of suggestions and predictive analytics. In the coming months, a surge in AI usage will be witnessed, with a focus on personalization and accessing unique bits of knowledge unique to each user.
In a post-COVID world, cutting costs and expenditures while maximizing budgets will be the order of the day. The IT team must endeavor to enhance efficiency and optimize technology in order to keep enterprises running smoothly. This will be accomplished by the ways outlined above; for example, ITSM software enhances IT productivity by enabling a shift-left initiative and making ticket escalation more easily when necessary. Overall, there will be a greater emphasis than ever before on improving IT efficiency.
HR help can be as simple as IT support when using ITSM as an Enterprise Service Management system. Tickets for time off request benefits questions, and other HR-related issues, like IT, requests, can be made using a self-help page. This also backs up the shift in focus to employees’ general well-being that spiked up during the pandemic. When it comes to people, it’s critical to give them a work environment that will not only make them more productive but will also look after them in the long run – something that an ESM solution can help with.
In some ways, there is still a lot to be seen in 2020 and beyond, but one forecast that will be true regardless of what occurs in the coming year is the expansion of the digital revolution. The requirement for an enterprise-wide solution will only grow as employees continue to work remotely.
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