Not wanting to feel left out, we asked our executive team members what trends they think will emerge in the ITSM and ESM space in 2019 and beyond.
The verdict? Prepare for frictionless service delivery and exciting advances in AI and machine learning.
“I believe we’ll start seeing a shift in how we approach Customer Experience in 2019 and beyond. In future we’ll see a larger focus on effort reduction and coherence in service delivery.
If we are to create a better experience for our customers (and, in turn, their customers), we need to embrace approaches that will enable frictionless processing of service requests.
In terms of process flows that contain handovers between humans and systems, it has become clearer that the speed of execution is greatly reduced when the flow encounters a human. Exciting work is being done in the area process automation, particularly the concept of analysing and modelling the ecosystem of an organisation via a Digital Twin (DTO).”
“I think that the rise of AI in AIOps will continue, so that issues will be resolved without a human interacting with the system. I also think Lean IT will gain traction in the marketplace leading to a streamlining of processes.”
“I think information security will continue to grow and have an increasing impact on ITSM. The ongoing focus, legal and cultural, on the value and importance of personal information and information that allows access to personal information is steadily increasing the processes - both business and technical - that need to be implemented and adhered to within organizations and ITSM has a key role to play in achieving this state. In addition, the ever increasing adoption of cloud based systems that contain protected information will demand that the information security processes for these systems be folded into the ITSM frameworks of organizations. With the continuous increase in major public data breaches in cloud environments it is inevitable that there will be a requirement for ITSM to manage and integrate information security for all data sources into their operations in 2019.”
“We’ll see a continuation of some exciting industry trends, such as AI and machine learning, voice recognition and digital transformation through process automation. Among our customers, we’ve noticed a steady increase in the percentage of requests operating through self-service customer portals. As organizations continue to embrace a shift-left approach to improve IT service delivery, providing an easy-to-use, integrated customer experience portal to enable users to help themselves has become increasingly important.”