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ITSM Trends 2021


Anuja Pawar

March 08, 2021

Future of ITSM: A Sneak-Peek

The areas ITSM practitioners are concerned about most today revolves around the future of ITSM this year. As per the forecast, between now and 2024, the global ITSM is expected to grow by 7.58% YoY and eventually reach $3.29 billion (Source: Businesswire.com) That is staggering and indicates a steep upsurge in ITSM for the next 5 years.

From digital transformation to automation, customer experience to Enterprise Service Management, ITSM covers different facets. This blog outlines various ITSM trends that will likely be relevant to your organization and its priorities in 2021.

A combination of ITSM and ITOM

This year, there will be more combined activities from ITSM and ITOM. Together they will drive down costs while swiftly resolving issues, scale IT to support employee needs and business goals, deliver more resilient and compelling remote service experiences and get IT working together in new ways to solve those old problems.

Adoption of ITIL 4 Framework

Market leaders will incorporate Agile methodology, scrum practices, and DevOps tools into their ITSM process to keep their organizations updated with the latest frameworks. In addition, ITIL 4 proposes a range of adaptations in ITSM and ITIL Lifecycle processes, required to accommodate the newer stack of technologies such as the cloud, IoT, advanced big data analytics solutions, AI, and machine learning.

Increased Use of Knowledge Management

There are many benefits to knowledge management including increased efficiency, reduced cost, a superior employee experience, reduced duplication, and more. For this reason, knowledge management will continue to grow in the future.

IT Chatbots 

Working with a knowledge management database, chatbots can now access data and knowledge articles, create tickets within the ITSM system, and help users find the right support. Plus, chatbots programmed with a Natural Language Processing (NLP) layer can understand a wider range of people from a variety of regions, making it perfect to support remote workers across the world as they interact with IT support.

Enhanced IT support

ITSM will become the default way to reach the IT department over traditional methods, like email or phone calls. The future of ITSM and IT operations will bring the expansion of IT support, and the framework of ITIL will enhance the ability to provide consistent support.

Thrust on Digital transformation  

ITSM plays a vital role in the creation of customer-facing products and services. Since both digital transformation and automation will foresee a thrust this decade, ITSM will accelerate both. It will improve customer engagement mechanisms through the exploitation of technology and data, that together make up for digital transformation. By freeing up IT staff to concentrate on greater value-adding tasks, also provides a quicker and better service experience for the employee.

Expanded automation

RPA (robotic process automation) has already proved itself to serve well for other business functions when it comes to low-value process automation. The newer array of intelligent bots, powered by ML/AI algorithms, promises to usher a new era of productivity in ITSM as well and will become one of the latest trends. Forrester estimates that RPA paired with AI can unlock $134 billion in trapped labor value by 2022.

Greater focus on HR support with Enterprise service management adoption 

Functions such as Human Resources (HR), legal, facilities, finance, procurement, sales, and marketing were already transformed digitally by enterprise service management, even before the pandemic. As the ways of working have changed with people working from multiple locations, business demand for the digital workflows that enterprise service management provides has also increased. ESM will eventually become a standard operational practice for organizations with mature ITSM processes and ITIL 4 aspirations in the years to come.

Rise in Employee experience  

Employee experience will be a trendsetter this year especially after the pandemic with most team members working remotely from their homes.  Their increased reliance on technology to work, and to deliver the required outcomes makes employee experience an ITSM trend that IT service desks have to take seriously. IT teams have to rapidly scale their core capabilities, such as incident management, user, and license management for new devices. Similarly, self-help IT portals can assist with organizing, streamlining, and automating the resolution of simple queries. Done right, employee experience improvements will provide a much-needed ROI for your organization.

IT teams today grapple with multiple challenges; the need is to balance the increased demand in support against the concurrent requests to accommodate emerging processes and digital services. To strike such a balance and deliver high levels of service to the end-users, there is a need to redraw the traditional approaches to IT service management that begins from digital transformation, automation, and employee experience, to name a few.

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