Top 9 Trends in IT Service Management You Should Follow

IT service management (or ITSM) refers to how information technology (IT) teams perform end-to-end processes focused on customer needs. This includes all activities to design, create, deliver, support and manage IT services’ lifecycle.

Most innovative organizations are always thinking about the future of the dynamic IT market. Then again, every year, many trends arise in IT management. Below are 9 top trends in ITSM that will enable you to maximize business value from the use of IT.

1. Automation

Automation is no longer just a buzzword in IT management. Businesses now expect software solutions to be able to execute tasks automatically. This will minimize the risk of human error and reduce the workload of IT teams.

Automation development will streamline the user interface which makes it more intuitive and easier to use as possible. Users also expect automation software to increase the security level of their business.

2. 5G

5G is here. Right now, cellular carriers are implementing this tech quickly in select metropolitan areas. The tech, which is several times faster than 4G, is projected to maintain managed IT services─ but how?

Basically, the faster the internet speed, the quicker the information flows. For businesses that span across multiple facilities, the ability to download reports faster could have a huge positive impact.

3. People First

The biggest lesson many organizations have learned in recent years is how strong employees impact the productivity and success of a business. A trend in the IT sector is adopting a people-first approach. This involves organizations emphasizing their employees’ value–over their technology.

ITSM teams value people in several ways. For example, by automating everyday routine tasks, companies lighten the workload for IT teams.  But, new inventions come fast (some with many expectations and demands) and this presents a challenge for many developers.

Businesses that want to adopt these innovations quickly may need to outsource their tech needs to a vendor in IT solutions. Outsourcing routine tasks to an IT service management company can free up more time for your IT department. Your IT team can use the time created to focus more on their strategic contribution to your business goals.

You can also outsource these tasks to companies. For example, the field engineers and technicians at Compugen have a great holistic understanding of technologies used across IT service management.

Companies also seem to be improving employee engagement and providing a better work-life balance. Many organizations nowadays value both in-person and remote work. That’s why we see major tech companies such as Google and Facebook changing their work-at-home policies.

4. Software Consolidation

There’s a need for certain industries to use multiple software. This creates a visible trend of integrating IT management software.

Users demand that more software functions be available in a single integrated tool and not several different tools. This can help with managing expense funds and organization issues for the company.

5. AI Adoption

We can probably all agree that AI will play a big part in the future of IT operations to ensure ease of use and provide new functionality. There are many possibilities that AI integrations have that can make industries more efficient.

External B2C customer support is already using this technology, which could be the blueprint for IT service desks. Chatbots and AI-assisted data analysis are cool examples where AI is being used to support business functions.

AI security is also a trend you may want to follow and implement in your organization. It helps to target cybercriminals who are misusing AI to find ways of exploiting infrastructure.

With AI security, organizations can close gaps for potential vulnerabilities. The technology is expected to have the ability to identify AI attacks and neutralize them. This means AI-powered systems will have a more enhanced security defense.

6. Self-service

Self-service is quickly becoming the cornerstone for many ITSM professionals since it helps in cost-management and boosting productivity in IT practitioners. With self-service, people become less dependent on IT teams for common issues. This can reduce their workload.

It’s now critical for ITSM tools to have a self-service portal that benefits from knowledge management and automation. These technologies help focus on accessibility and easy search ability to keep up with industry standards.

7. Enterprise Service Management (ESM)

Like other IT areas, snapping off silos is now a critical theme in ITSM, starting with ESM. Enterprise service management focuses on using ITSM tools and principles to support all functions in the company. This results in improved user satisfaction, increased ROI, minimal waste, enhanced control, sharper competitive edge and increased productivity.

8. ITIL 4

The IT Infrastructure Library (ITIL) level 4 is expected to continue staying relevant.  ITIL 4 continues to include a more pragmatic, holistic approach in its framework. Their recent publication indicates their main focus is on product descriptions.

The principles provided should guide your decisions on how to plan and deliver your services. ITIL 4 provides higher level guidance that impacts the ITSM status quo. The new version focuses mainly on increasing value and value-co creation.

Many organizations like that ITIL 4 stress the significant aspects other than processes, such as partners and suppliers, organizations, and people.

9. Enterprise Service Management

Vendors are now focusing more on user experience. Company departments now aim to work together to provide services, so customers don’t have to guess, for instance, who to contact in a company. Instead, they just contact a centralized customer desk.

Today, many organizations use ITSM’s best practices to adapt to the tool’s workflow capabilities to support business services like travel requests and HR onboarding. Finance and management, and more support departments are adopting IT processes, making it easier to leap to enterprise service management, particularly for mature service companies.

Leverage These Trends In IT Service Management

IT service management stands at the center of streamlining businesses. ITSM emphasizes collaboration and faster value delivery. It enables employees and teams across businesses to provide more value quickly.

Leveraging trends in technology can help your business scale more seamlessly. For more tips on business and tech, check out our blog.