Business needs, work culture, tech innovations, and the fluid IT landscape have affected the evolution of IT support over the years. IT has become a more integrated piece of every business and its scope has broadened. So what is the future of ITSM?
Here are some of things we’ll see in ITSM:
A stronger focus on consumer experience
From a multichannel communication process, to chatbots and more compelling IT shopping experiences, IT is shifting to a more consumer-centric approach. A better customer experience strengthens the IT department’s reputation and contributes to a less stressful work environment.
Just like with every other business process, there’s a push to automate ITSM processes. Automation can accelerate most steps — like compliance for example — as well as reduce inconsistencies and boost efficiency in helpdesk operations. Overall, resolution times would be significantly shorter.
Akshay Anand, ITSM Product Ambassador and Evangelist at Axelos, says, “Levels of automation in ITSM will rise significantly…”. However, he points out that this will also bring with it different issues — like technical outages and reduced trust in IT departments — as human judgement is replaced.
Adapting to the BYOD culture
With BYOD (Bring Your Own Device) policies on the rise, there’s a need to figure out a variety of new logistical issues related to asset management, software licensing, extended support, security, and more. It can become quite costly and disruptive if a company does not have a strategy in place for this new work culture.
The “social IT” approach
Based on the growing trend of consumers wanting to file requests for support and submit incidents via social platforms, it’s most likely that IT will need to learn to leverage social media. Look into integrating social media platforms with help desk tools so that technicians can receive and respond to tickets, chat with users, and resolve day-to-day problems.