Top 4 ITSM solution trends in 2020
Top 4 ITSM solution trends in 2020 As we kick off 2020 as we kick off 2020, it’s clear that the role of IT Service Management at both the SMB and Enterprise levels continues to evolve, though often in different ways than we imagined.
In today’s article we’ll have a look at some top ITSM trends that we can expect to see throughout this year.
AI and Automation: More Realistic
A few years ago, everyone was abuzz about Artificial Intelligence, Machine Learning, and how they would transform how IT service management was done for companies of all sizes. While this is true to an extent, the Era of AI has been more gradual than revolutionary.
It is true that large organizations have been able to leverage AI to reduce costs and improve productivity, particularly in the realm of chatbots and business process automation. This is largely because enterprises usually operate in the kind of Big Data environment that AI/ML processes need to truly thrive. With thousands of incidents, incoming support calls, and large customer databases, it’s easy to see how modern AI tools could benefit from access to such significant quantities of data.
For SMBs, however, automation—rather than AI—has had a much greater impact on ITSM productivity. The introduction of automated functionality for day-to-day ITSM business processes are expected to have the greatest impact, such as:
- Automation of ticket routing based on availability, location, language, etc.;
- Pre-population of new service and incident management requests based on categories and KB content;
- Automated identification of time-consuming problematic tickets;
- Alignment of automated ticket management with a broader variety of end-user solutions; and,
- In Help Desk environments, the automated assignation of tickets based on priority and relevance.
These automation trends are more realistic and down-to-earth for SMBs compared to pure AI-focused projects that require Big Data to operate effectively. The growth of time-saving automation functionality will continue to increase throughout 2020.
Security: The Need for Stability
According to a survey from INAP, 36% of companies consider cybersecurity to be a top priority, particularly as it relates to maintaining compliance with strict regulatory bodies. As advanced threats continue to grow at a strong pace, IT companies are prioritizing stability and name recognition over new players in the security market.
While this trend poses a challenge for smaller—and potentially more innovative security providers—it is a boon for the big players in the security market, such as Microsoft and Google.
As hackers and malware become exponentially more advanced, companies are less inclined to experiment with their data security needs, opting for providers that can provide layers of protection that automatically align with industry regulations.
For example, the Microsoft ecosystem offers built-in data security and governance tools that enable SMBs and enterprises to import specific data security requirements (e.g., GDPR) and then simply apply those guidelines across the organization.
We expect this trend to continue in 2020 as the risk to customer data increases and the challenge of remaining compliant becomes increasingly complex.
Over the last 5 years big players in IT have successfully unified their offerings across a wide variety of service arenas. For example, in years past Google was simply a search engine — now it offers the most popular e-mail client in the world, cloud services, virtual services, business applications, etc.
Before this surge towards product centralization, companies had no choice but to use a variety of different providers for their software needs: a help desk solution, a cloud storage provider, a telephony system, e-mail providers, and so on. By default, the IT world became a land of data silos.
Circa 2020, the landscape has changed dramatically. It is now possible for companies to significantly cut costs by aligning themselves with a singular ecosystem. Yet, we are still in a period of transition — due to deeply entrenched legacy systems, many companies rely on a wide network of providers for their ITSM needs. Ultimately, this increases costs and lowers productivity as time is spent managing individual data silos across their enterprise.
The transition to unified environments is starting to pick up steam and will continue to do so throughout 2020, as companies seek the stability and lower costs associated with large-scale organizations that can accommodate a wider variety of ITSM business requirements.
The Drive to Adaptability
In an ideal IT world, there would be no surprises, no unexpected costs, no delays, and no hidden productivity bottlenecks. Alas, the grim reality of IT is quite different.
In IT, the winner in the race to success is often the company that has the capability to adapt to change the fastest. This means ITSM solutions that are highly adaptive and can extract the most possible useful information out of available data without delay.
This not only means useful visualizations and dashboards, but it also means ITSM systems that can easily integrate with a variety of 3rd party platforms.
In the world of ITIL and ITSM, this need for adaptability was reflected in last year’s release of ITIL 4. Most ITSM professionals would agree that ITIL 4 is a significant departure from its predecessors in terms of its focus on providing customer value.
This could be interpreted as a recognition of the need to become adaptive — to be able to change structure and embrace a new approach instead of remaining rooted in, arguably, outdated standards.
In 2020, we expect companies to seek ITSM systems that champion adaptability while providing them with the tools needed to proactively address day-to-day issues instead of always being behind the 8-ball.