2019 was an evolution in the ITSM world where ITIL 4 came into the scene as a blessing.
Agile methodologies have come into place in the ITSM environment.
This is an adaptation done to make use of technologies that keep emerging.
Over the years, the concept of ITIL has improved a lot. ITIL is now in its fourth version. Let us take a closer look at the top five emerging ITIL trends for the coming year.
1. AI revolution to help with ITSM and IT Support Task
The technology revolution has rapidly changed the way businesses and users work.
a) Automating routine tasks,
b) Analyzing big data to cater to current and future trends.
There may be an algorithm that will be used to trigger decision making by AI. AI might start making decisions based on “what’s next.”
AI that relies on ITIL 4 can produce great services. Service orchestration and chatbots are the most useful prospects in this regard.
2. Enhanced & effective customer experience
Businesses deliver excellent user experience powered by technologies such as AI, ML, etc.
Traditionally, the metric for service performance has been as per the SLA/OLA.
But now, the emphasis will be on enhancing and elevating customer/user experience.
We are also familiar with different ways of handling B2B customers in contrast to B2C customers. Never the less, customers expect the same level of experience and a similar level of service.
This is where the principles and practice of ITIL4 come handy.
They can help establish good boundaries and processes. The benefit would be an increased level of transparency that elevates user experience.
3. Trend shift towards mainstreaming the Enterprise Service Management
In 2020 enterprise service management will grow to support its corporate transformation initiatives.
Organizations have begun to incorporate ITSM best practices beyond its traditional scope. Certain organizations have incorporated them into business functions such as human resources (HR).
This trend will continue to evolve in 2020. Customers will wish for the same level of end-user experience in IT services in non-IT functions too. More so, cohesion and synergy between all functions will also be created.
The companies will use ITIL 4 principles to develop this best practice. The organizations will use ITIL 4 concepts widely to establish this best practice.
4. Improved employee enablement
Until now, the ability and expertise of workers have not been a high priority, if at all. The present service management technology and concepts haven't encompassed that. ITIL 4 addresses this, in its category of workforce & talent management. The category provides new practices and concepts that are research-based. The guiding principle is to allow productive employees to have more say. Specifically to determine, measure and implement the customer management processes.
5. Improved information security
It is an indisputable fact that information is the key to success for any organization. We have recently seen that violations of safety are more frequent, affecting not only global firms, but small enterprises as well. This is why companies now rely more than ever on information security.
Safety violations can still take place in 2020. However, we can reduce them with strict procedures and policies intact.
What will help develop and define appropriate and adequate security policies? The operational concepts of ITIL 4 in conjunction with other security standards.
Finally, ITIL 2020 will be an innovation in many other areas of ITIL 4 as well as its adjustment to other emerging and developing technologies (AI, DevOps, Project Management, etc.).