Jitendra Dabhi
The year 2019 has just begun, and there are so many changes that took place in the technology marketplaces. Artificial Intelligence (AI) was an integral part of 2018, and it is going to be more significantly applied in multiple industries in 2019. The IT services management community had also seen many developments last year, and there are so many more to come. There are so many trends that ITSM industry has gone through, but the Six trends mentioned below are the notable ones to look out for in 2019.
Normalized Perception of Artificial Intelligence
Till date Artificial Intelligence was considered as some exceptional stuff, and they didn’t relate or explore much about it. However, with time the situation has come under control now. People these days are getting aware of AI and are understanding the concepts behind it.
Coming straight to ITSM, the product is observing AI technology with a different perception, and using it in some of the major tasks where the technology is going to add some additional value to the conventional work.
As an ITSM provider, you can forecast situations like the tendency of a server crashing, applications requiring updates, and professionals needing technical assistance. With the usage of AI and machine learning maturing, these sorts of forecasts or predictions will turn even more precise.
From chatbots to automation of processes, the AI is going to make a significant difference in the ITSM industry. The help desk in an organization can use these modernized technologies to provide even better service to the customers.
Employee Experience is Turning More Imperative
Employees are the main asset for any organization, and there is no denial. The days are gone when the employees were only confined to work as per the guidelines provided by the superiors. Nowadays the employees want a perfect environment to work and much better service from IT Management software than they usually have.
The expectations of employees from the ITSM industry are incredibly high. Moreover, the IT industry has developed enough to provide a better working experience to the employees too.
In the year 2019, the employee experience is going to be one of the most vital and talked about topic in the ITSM field. Both the non-IT companies and the entire IT sector are trying harder to ensure that services with a high level of perfection should be provided to all the employees. Getting the user queries resolved would be of highest priority.
Enhancements in Security will be a Prime Factor
Security is and always be an issue when it comes to the IT department. No matter how many precautions are taken, there are still some incidents where the security is compromised. Improper IT asset management is one of the most main threats for any company. The developers and programmers are trying to ensure that the security is in place all the time.
As per surveys, 60 percent of the organizations are already using the ITSM tools and software for the security purposes and there is other 21 percent who are planning to do so. The enhancement of security is the key factor that the developers are focusing these days.
Driving and Advancing Digital Transformation
The ITSM is playing a crucial role in advancing digital transformation. A survey conducted among 250 senior executives of some prominent organizations across the globe have mentioned why ITSM is very prominent in the digital transformation. Cloud, Big Data and there are so many such aspects which are aiding the organizations in their digital transformation. In 2019, these priorities are aligned with the investments that have been made in the organization.
There has been a lot of buzz along this topic lately, but one thing that people can be assured of is that the ITSM is going to have a great impact on the digital transformation. The organizations are going digital these days, from files to all the details everything has been uploaded to the cloud services, the Big Data is playing a huge role in various industries these days. This way the companies are planning to go digital and ITSM is going to play a huge role.
Rise in ITSM Spending
According to a latest survey by Technavio in their report titled ‘Global ITSM Market 2018-2022’, the ITSM industry will grow at 9% CAGR from 2018 to 2022, as a result, the global revenue of ITSM vendors will increase by $2.65 billion. The APAC will see higher incremental growth, whereas market share in the Americas region will decrease from 51% TO 48% by 2022.
Consolidation of Service catalog
There has been an increase in the number of service catalogs within a major technology platform that are not integrated as they don’t talk to each other and operate in silos. In 2018, the industry will reach a tipping point where users expect interoperability amongst various catalogues and convert them into a “single-stop shop” for IT hardware and software services. The ability to manage all purchase and subscription in one place, makes it easy for both the IT and the end-users. This will significantly impact and simplify the ITSM process.
Key Takeaways
These are the most significant trends and predictions that are going to shape up the ITSM field entirely this year. The year 2019 is having a lot of surprises for us and it is going to make a greater impact on our lifestyles too. ITSM service management is about to make some of the most sorted out changes which will make organization management even easier. These predictions are only top six out of the so many that have already been made. If all these predictions indeed come true, there is going to be a lot of change in the way the organizations are working right now.
So many ITSM latest tools and services are designed to make it trouble-free for organizations to manage and work in this highly competitive global scenario. The developers from the ITSM community are striving to make everything effortless for the professionals and familiar people. These trends will change the way you will maintain your organization in the year 2019 and time ahead.
