IT service management is a field that has been around for decades. But the way technology is being used to manage IT is evolving rapidly. In fact, ITSM and ITIL have seen some major shifts in recent years, for example, many companies are transitioning away from using traditional IT service management tools like ServiceNow or BMC Remedy. And moving towards open-source platforms like Ansible Tower. As IT service management continues to evolve over the next few years, here are five trends you see happening in 2022:
Simplified IT service management is a new approach focusing on the business outcomes and how IT services are delivered. In simplified IT service management, all activities are focused on improving business outcomes, while processes have been removed from the scope of simplified IT service management (or even eliminated).
This approach aims to improve business outcomes by improving how IT services are delivered. It involves analyzing your current situation and identifying key areas where improvement can be made. You then work with your team on projects that will lead to better future service levels.
Adopting Agile Practices:
Agile is a set of values and principles for software development. It’s also a set of practices for software development. In this way, it’s similar to ITSM, it is both a framework for thinking about how you develop IT solutions and also a set of tools and techniques that can be applied within the framework.
The major advantages of adopting Agile are that it promotes collaboration between business stakeholders. And technical teams increase speed-to-market by enabling faster iteration cycles and reducing risk through multiple rounds of testing before release. And encourages employee engagement through constant feedback loops on progress toward goals.
According to Micro Focus professionals, “An ITSM framework supports the entire spectrum of IT services ranging from networks and applications to databases and non-IT business functions.”
Increased Usage of Artificial Intelligence (AI) and Automation:
The other big buzzword that’s been gaining traction in the IT service management community is Artificial Intelligence. Artificial Intelligence (AI) is a subset of automation. And it’s already being used in IT service management. It’s a powerful tool that can help your IT organization do more with less. But there are some challenges you need to consider.
A Shift from Self-Service to an Employee-Focused Service Model:
“Self-service” is not a new concept. It’s been around since the early 1900s and has gained popularity over time as an effective way to improve employee engagement and reduce costs. And provide customers with a better customer experience. In addition, self-service refers to an automated process that helps employees in various departments perform tasks on their own without waiting for help from other teams or departments.
Asymmetric Risk Management Approach:
Risk management is an important part of IT service management to understand the IT environment and identify potential threats, as well as to create plans for preparing for these risks on time. There are several ways to approach risk management. The traditional approach involves assessing risks by looking at them objectively and assigning them a value based on factors like the probability of occurrence and impact if it does occur.
While these trends will certainly change the IT service management landscape in 2022. And it’s important to remember that they will be one of many. As more enterprises adopt new technologies, such as AI and automation, there will be many other changes. So, these five trends will likely continue to grow in popularity over time until something else takes its place.