Artificial Intelligence (AI) has been the buzz word for a long time now. AI has created a lot of hype in the last year and 2020 will bring some interesting applications in businesses. AI has come to a stage where even Robert Downey Jr. sees the need to learn and share the advancements through the YouTube series “The Age of AI”, after 10 years of Ironman journey.
AI is affecting every part of our lives, including IT Service Management. IT operations are connected to every other part of the business and thus ITSM plays an important role in the business to improve the overall performance. Here are the top ITSM Trends we feel will impact businesses in 2020. Let’s go!
Trend 1: Hyperautomation
Automation has become an integral part of digital businesses. But what tops the Gartner Top 10 Strategic Technology Trends for 2020? Hyperautomation. Hyperautomation is a combination tool and technologies like RPA, AI, Service Management, Analytics and other advanced tools and technologies working together to solve the bigger issues in the organization.
Servicedesk along with RPA & AI can work with teams to discover the processes that can be automated for greater impact. Hyperautomation engages everyone like subject matter experts to contribute in the automation process. It’ll also provide the analytics to measure and demonstrate the impact and ROI of automation.
Trend 2: People-First Approach
“People-Centric Smart Spaces” will be the phrase you’ll hear in this year a lot. Time is changing and 2020 will be more focused on improving employee engagement and providing a work-friendly environment to stay productive. Auto ticket assignment and resolution will keep the mundane tasks away from the IT team, leaving them with more challenging tasks at the workplace. Also, faster resolution and self-service options to employee issues will have a larger impact on employee productivity.
Trend 3: Enterprise Service Management in Focus
Collaboration from IT will play a vital role in success. Breaking down silos is important to achieve collaborated growth and IT operations will have more contribution in efficient business operations. The Forrester Wave: Enterprise Service Management 2019 highlights that different functions in the organization do the same supporting work as IT but in a different way. ESM focuses on using proven ITSM tools and processes to support other functions within an organization to create a true Enterprise Service Management solution. At some organizations, it’ll mean a shared services portal, to others it will be a joint onboarding process. ESM will lower cost, improve operational efficiency and happy customers.
Trend 4: AI-Powered Security
The increasing number of security threats is not only impacting global organizations but also smaller businesses. In an independent survey, 36% of the companies kept IT security as their top priority in 2020. Information security will be in the list of ITSM trends with more focus on corporate governance, risk management, and wider IT management.
New advancements in Artificial Intelligence and Machine Learning will help in the early detection of threats and closing the cybersecurity gaps in the system. AI will have a major impact on governance and complying with security compliances. According to Gartner, AI security will have three key perspectives:
- Protecting the AI systems like training data and ML models
- Using machine learning to enhance security defense by understanding the patterns and automating the part of security processes
- Identifying the use of AI by attackers and defending it
[Also read : Cognitive Service Management ]
Trend 5: Enhanced IT Support
Automation is majorly used in automating low hanging fruits in IT operations. Looks like service desk will be losing 30-40% of its tickets to automation. L1 support tasks such as password reset, salary slip requests, server restart will be completely taken over by automation. With the help of Chabot and AI, conversational IT request automation will be mainstream in IT support. A global organization with huge ticket data will have a better chance of successful automation of L1 requests, leaving humans with critical and productive tasks.
[Also read : ITSM Powered with AI becomes Intelligent Service Delivery for Service desk ]
So, you have got it. These are the top IT Service Management trends in 2020 to look for. If you have suggestions, please feel free to share in a comment.
IT service management is a backbone to any organization and Vyom Labs has been keeping it strong for many global organizations for more than 15 years. Have any questions or looking for a consultation in ITSM tools and services, get in touch.