Trends in ITSM in 2015

With tremendous growth of cloud-based services – the growth in use of tablets & smartphones, increased adoption of agile development methods and other application development methods the trends compel IT service managers to rethink the way they deliver and support services resulting in frequent updates of the user environment.

Though ITIL framework is adopted for planning, maintaining, implementing and delivering best quality IT service, going beyond ITIL to integrate proven complementary standards and practices that provide the needed how to guidance to meet industry challenges.

Growing trends in ITSM in 2015

  • ITSM moves beyond the Service Desk

As Incident management and associated Service Desk continue to be important, organizations are stepping beyond and focusing more on other mature processes in 2015. Take an example of Problem management where IT service providers focus on more proactive approaches to deliver.

  • Emphasis on Service Portfolio management (SPM) 

In order to maximize the market value, there is a need to shift focus from technology to services. IT profession progressively shifts from a model in which services are fully produced and managed in-house to one in which providers effectively curate a portfolio of services from dozens (or even hundreds) of providers

  • Bring Your Own Device (BYOD)

The trend Bring Your Own Device (BYOD) isn’t new but is increasingly expanding this year, 2015. The days of managing one piece of equipment per employee are gone With the expansion of ‘Internet-of-things’ more personal devices are shown up in a single network leading to develop a BYOD policy.

  • Customized Platform

Customers are now looking to build more customizes platform that has the ability to develop business applications and workflows, the one that allow code-free development with graphical interfaces, rapid application development, and business process automation.

  • Security

Remote support tools are currently more vulnerable and accessible by hackers. Now days more focus is given on security particularly in the areas of vendor access management. 

  • Shift to Omni channel support

Users are demanding choice and flexibility enabling more and more IT service organizations to shift to multi-channel support. This gives users the ability to receive support via their choice of the channel; the internet, email, phone or chat.  

  • Agile and Scrum ITSM

Agile and Scrum methodologies are widely used by the development team and it plays an important role for an ITSM program. From an agile approach to process and tool implementation, there are a number of ways in which Agile can serve as a force multiplier for an ITSM program.

  • Continual learning approach

IT managers adopt a culture of continuous learning. Service and support training are integrated with release and deployment process so that technical and skills training happens in concert with the pilot and deployment of release package of new/changed service.

  • Rapid increase in ISO/IEC 20000 certification 

Through ISO/IEC 20K certification, numbers of organizations are seeking to gain recognition. Customers find more return-on-investment by acquiring services from external service providers.

  • Service Valuation and Total cost of ownership (TCO)

With the growth in US economy, we'll see less of a focus on pure cost cutting measures. As service providers seek to make data-driven decisions in Service Portfolio Management and ITSM Governance there is need to understand Total Cost of Ownership (TCO) for IT services


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