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Latest IT Service Management Trends Will Change The Industry
Decision-makers will be tasked with keeping pace with emerging trends or falling behind. This IT service management arena is expected to undergo major changes.
Professionals in the IT service management environment continue to build bridges and influence organizations in a positive fashion. The niche outfits that deliver improved processes, procedures and structures to information technologies in a wide range of sectors have emerged among the most trusted confidants among corporate decision-makers. That’s why an increasing number of CEOs would be wise to consider these IT service management (ITSM) trends and how they could impact business outcomes in the coming year.
Business Intelligence Outpaces Artificial Intelligence
It may seem deflating, but the reality of AI has lagged far behind its promise. Whether AI was over-hyped or hyper-marketed does really matter. What does matter is that it has yet to be the Earth-shattering business tool many had hoped. That being said, organizations are shifting away from the singular focus on AI potential and investing in things such as Chatbot software to handle customer service needs.
Chatbot ranks among the more convincing human-sounding programs and has real meat-and-potato benefits in the here and now. AI, by contrast, remains more futuristic than a profit-driving resource, at least for now. What trends such as this boil down to is that business intelligence (BI) is outpacing AI. It’s clear that AI alone cannot progress without savvy BI moving forward. Industry leaders are making the distinction between the benefits of BI over AI.
Smart Automation Takes A Major Step Forward
While technology innovators might not yet be ready to deem AI the latest Napster, Betamax, or Windows 8, it appears to be a side dish for the time being in favor of automation. Service desks automation is hotly trending, and a fast-growing number of operations are all-in on the movement.
But the other side of that coin calls for outfits put greater effort into minimizing redundancies and enhancing efficiency. In order to enjoy the benefits of service desk automation over the long haul, IT redesigns, and improved groundwork will need to be put in place. Smart automation is not necessarily new to the ITSM seen, but things such as robotic process automation are quickly moving to the front of the line. CEOs who want to keep pace with competitors would be wise to take note.
Enterprise Service Management Makes Game-Changing Shift
There are mixed emotions about the role of valued employees in the enterprise service management arena. Automation seems to hover like a dark cloud over personnel that imposes a gloom that their value is waning. But that sinking feeling appears to be reversing as we head deeper into 2020.
A powerful trend has emerged that places heightened value on the “employee experience.” Companies that were laser-focused on tech solutions are now pivoting and competing for best-of-the-best employees. However, talented industry professionals will now be tasked with standing out in the crowded field of go-getters in enterprise service management circles.
Another facet of enhanced emphasis on enterprise service management is the expectation that collaborative efforts among departments will also increase. The end-goal appears to be delivering a 360-degree experience to customers that outpaces that of competitors. People are trending over technology, and that’s not something ITSM insiders anticipated until recently.
Enhanced ITSM Cybersecurity Becomes A Reality
The number of cybersecurity threats and breaches continues to grow. This seems disheartening, considering the best efforts of many organizations placing greater emphasis on cyber-defenses. Ranked among the more profound problems with hackers is that they are equally content spending time and energy attacking large outfits or plucking the low-hanging fruit of smaller companies with subpar security.
Recent surveys indicate that the overall service sector is ramping up efforts to implement enhanced protocols and best practices that put them on par with the most rigorously secure operations. This is not to say that the service sector has been lagging behind. The reality is that cybercriminals continue to employ some of the most creatively duplicitous strategies. After all, they don’t contribute anything positive to the business community. Their efforts are solely focused on pilfering valuable data that resulted from hard work. The ITSM trend appears to be fiercely pushing back in 2020 once and for all.