It might be challenging to overlook the digital transformation while discussing IT service management (ITSM) trends for the coming years. Given that the idea of digital transformation has been around for at least ten years, it feels like it has taken a while for it to happen. However, the worldwide pandemic’s early and continuing negative effects have forced it up corporate agendas, especially for the organizations that have thus far ignored its possibilities.
There are other ITSM trends, of course, but there’s no denying that digital transformation is the one that’s now on people’s minds. This blog discusses three ITSM trends that will probably be pertinent to your business and its priorities in the coming years and beyond to help you look over and above digital transformation.
1. AI-enabled Service Management
Research indicates that the increase in remote work is mostly to blame for the more than 35% increase in ticket volumes in ITSM over the past year. Businesses must implement tools and technologies that reduce the amount of manual labor needed for their IT personnel to manage such an increasing workload with limited resources. Artificial intelligence (AI) is the solution (AI).
Therefore, it should come as no surprise that one of the most important ITSM trends is artificial intelligence (AI). Artificial Intelligence Service Management (AISM) is the use of artificial intelligence in service management to deliver quick, accurate, and scalable services.
By focusing on proactive prevention, quicker service restoration, rapid innovation, and employee and customer experience, AISM is a novel approach that aims to address the mounting problems of conventional IT service management.
Organizations can utilize artificial intelligence (AI) for knowledge management, automated incident response, business process optimization, machine learning (ML), and natural language processing (NLP).
Although the idea of hyperautomation has long been one of the most popular ITSM trends, it is a technology that is still expanding quickly, mostly because of pandemic needs. To automate processes in ways that have noticeably greater impact, hyperautomation incorporates several technologies, including AI, RPA, and ML. Companies that leverage both hyperautomation and their subject matter knowledge (in all areas) will:
- Enhance quality,
- Lower cost,
- Boost productivity and output
- Improve analytics by providing continuous, real-time insight for data-driven decision-making.
Hyperautomation practices will allow IT support to finally reach its full potential. Automation is starting to take care of low-level tasks that are necessary but do not require the skills of IT specialists to perform.
The service desk will be able to focus its valuable staff on more complicated problems and important activities because a substantial portion of the requests it receives will be lost to automation. The end-user and customer experiences will only grow better because of these improved capabilities, increasing the overall value of ITSM.
3. Enterprise Service Management
Enterprise service management is one of the final significant trends that will undoubtedly be seen in the coming years. Enterprise service management (ESM), in brief, extends ITSM’s best practices across the board to the whole organization.
Companies may obtain complete insight into their service operations and have greater access to tracking company resources, services obligations, and customer demands by extending the concepts of service management beyond IT to the entire organization.
Organizations that use ESM can reap a variety of advantages, such as:
- A rise in productivity
- Minimum waste
- Improved visibility and control
- Increase in user satisfaction
- Sharper edge in the market
- Greater ROI
Other departments outside of IT are now using the same tactics because of ITIL 4’s popularity and effectiveness, including facilities management, accounting, finance, and human resources. ESM adopts these strategies and applies them to enhance service design efficiency while boosting user satisfaction and assisting company needs.
The Future of Service Management
Nearly all organizations place high importance on effective and scalable IT service management procedures, and the worldwide cloud ITSM market is anticipated to increase from $4.7 billion in 2020 to over $12 billion by 2025. Industry professionals concur that ITSM is more crucial than ever, considering these predictions as well as the trends.
With built-in automation, AI-enabled ticket management, virtual agents, and enterprise service management tools to simplify your service delivery across a distributed workforce, the EXM Cloud platform can help you remain ahead of current service management trends.
Contact us today and unlock all the benefits of emerging technologies.