At first glance, one might think that the field of ITSM (IT Service Management) is a matter settled long ago. It is not so because in this seemingly frozen field of infrastructure, publishers and service providers to the contrary are brimming with imagination, enjoying the fashionable trend to digital processing and automation to innovate and even restore power to the IT teams. See here the major trends of this revival.
Recall that December 15 will be held a webinar on the topic, and where you can register now.
One area in turmoil
Recall what the MFI: this is according to ITIL to “all the organizational capabilities for providing value to customers as a service.” This area is changing due to 3 factors listed by Gartner:
- Standardization instilled by ITIL grows professionalisation and transformation of IT business services desk;
- knowledge management is used to solve problems encountered by users;
- accompanying service tools, user-oriented, emerged under the leadership of many publishers in the market, like Orange Business with Cloud for its management service based on ServiceNow.
Automation IT is not a threat
The goal of ITSM is to organize and standardize the IT based on customer needs without focusing on the technology and its internal organization. This results in the automation of the operational tasks to focus on customer concerns. This results in a more proactive, preventative approach, based on process.
The automation print must not however lose sight of the role played by men working behind the systems. While automation can make believe in a loss of control, nothing works without IT professionals. Automation is therefore not to be taken as a threat, but as an opportunity to develop their craft.
5 major trends in IT Service Management
We have identified five major trends:
1 – The BYOD
The habit of employees to bring their own equipment business increased in manners. To counter the problems of security and compatibility, some companies do not hesitate to ban BYOD: 34% of them banned in the 2013; they are now 53% in 2015. Ignore this trend may not be ideal. Other methods exist: Orange has taken the lead in facilitating the integration of tablets and smartphones. When the user connects a new device, we do not reject it, but the guide to clear and secure internal procedure.Thus, the profit is mutual: the company invests less and the employee is satisfied.
2 – Tools increasingly integrated and ergonomic
These tools are designed to make life easier for users through interfaces modern, rich and quality. This allows the user to find the same ergonomics with its IT service that it uses in applications and consumer software.
3 – mobile and collaborative at the heart of change
The new generation of ITSM tools through the mobile, which brings more ease of use because it makes the information accessible in the immediacy and mobility. The assistance is also a trend: the examples of public support forums can find their equivalent in the internal IT and the development of social enterprise networks. This is, once again, to provide client interfaces that knows and appreciates.
4 – New methods development / software deployment
Development methods change with the emergence of new practices such as DevOps, as recently explained Christian Eychene. This is increasing the agility in how to develop by bringing development and operational. Portals ITSM can facilitate the implementation process, while giving them access to business teams.
5 – Beyond the service desk
This is one of the major trends, at least in the US, ITSM. The goal for companies is not to react “firefighter” but to prevent risks to users.
In summary, the automation of the relationship between CIOs and business through the ITSM can not only reduce costs but also to increase the satisfaction level of users who feel better respected in this relationship client- provider.