IT industry is emerging as one of the fastest-growing industries. The scope and services of IT infrastructure are huge, and you need to harness that potential to climb up the ladder of success in your career. IT Service Management or ITSM is involved with creating, managing, and supporting the various IT services offered by IT sector companies. It is a primary area of concern for any IT organization and provides value to the technologies provided by them. If you’re an IT professional, you must be alert. New trends are on the rise, and you need to be on the lookout in order to stay ahead of others.
What are the key areas of IT Service Management?
In plain words, IT service management comprises of all the things required to run an IT company. It might include creating and managing applications, hardware, solving IT problems, and catering to the needs of customers after your product has been launched. IT Service Management is applicable even after the project management team has done its job. Following up on the services provided by your organization is really important.
IT Service Management Trends for 2020
Since the advent, if AI, the IT industry is fast evolving. Here are some of the key IT Service Management Trends for 2020.
- Increased Automation for productivity
This is one of the IT trends that have been staying on top of the game for the past few years. From AI to smart programming, everything is contributing to Automation and making our lives better. This includes the implementation of advanced analytical tools for a greater impact on organizations delivering IT services. It will ultimately lead to increased productivity for your organization. For example, you can use Chatbots to interact with the users and help them resolve their issues at the earliest, thereby reducing your workload.
- Customer Experience Matters
IT Service Management has been tweaking its regulations and objectives to enhance the overall user experience. This is an important aspect that has been taken into consideration by major IT organizations. Employees are being taught the value of customers and are being trained to cater to their needs effectively.
- Agile methodology
Most of the organizations are adopting agile methodology to simplify their service management system and keep a better track of progress. The agile methodology involves breaking up a larger project into smaller areas and micromanaging them. This is applicable to a wide variety of areas and has no limitations. Integration of Agile and DevOps is the key to master the agile methodology.
- Being Self-sufficient
Use of self-service has become popular among IT technicians. Automation, along with self-service, is being used with ITSM tools to increase accessibility. This is especially important if your service range has a wide customer base. Depending less on others will reduce your workload.
- More power to IT support
IT support is necessary for areas like password management, salary regulations, and server problems. If you take IT support for these problems, you will be able to save manpower for more important and critical jobs. Reducing the interference of humans to a bare minimum in areas where IT can replace them has been a trending ITSM objective. This doesn’t mean that you can absolutely do away with human support. This objective has been formulated keeping in mind the workload that an average IT technician undertakes and efforts have been made to reduce that workload.
- Eliminating Security threats with AI
Cybersecurity is a concern for all organizations. Without a solid and fool-proof security system in place, you cannot deal with cyber-attacks. AI helps you to detect any kind of threat at the earliest and thus prevents you from getting trapped in something big. Identifying the pattern of attacks is an easy task for AI systems, and they can inform you if security has been breached. Defending your systems from attackers will keep your information safe and allow you to focus more on productivity.
- Take care of your employees.
The IT industry is hugely dependent on its employees. You cannot afford to treat your employees in a bad way, as that would lead to unprecedented situations. A happy workforce delivers better results and increases productivity.
So, these were some of the biggest IT Service Management Trends to look out for in 2020. They will improve your prospects in the IT industry and help your organization flourish.