Discussing the directions in which ITSM is evolving in 2019.
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Chatbots
Automation saves time, money, and human resources. One of the most promising areas of automation is technical support.
Companies are implementing chatbots that take on part of the workload for support specialists by providing answers to the most common questions. Advanced systems can analyze customer behavior, frequently contacting support, and adapt existing solutions.
A whole range of companies is developing such products. For example, ServiceNow. One of the solutions is — which utilizes the power of IBM Watson supercomputer for speech recognition. The agent automatically creates tickets based on user requests, checks their statuses, and interacts with the CMDB — the database of IT infrastructure components. The ServiceNow chatbot at the University of Alberta — within two weeks, the system learned to handle 30% of incoming requests (with plans to increase it to 80%).
Gartner , predicts that next year a quarter of global organizations will use virtual assistants as the first line of technical support. This will also include government agencies, which will save $40 billion annually with chatbots Helpdesk tools .
Agile methodologies are not new, and many companies have successfully adopted them. However, without a significant restructuring of the work process, meetings, sprints, and other agile components become
ineffective Here, software development management systems come to the rescue — another trend of this year. They allow for control over the entire application lifecycle: from prototype to release, from support to the release of new software versions.
We offer development management applications at the 'IT Guild'. We are talking about the system
SDLC (software development lifecycle). This is a software tool that combines several development methodologies (for example, waterfall and scrum) and makes it easier to adapt to working with them.
Cybersecurity in focus
The human factor is the main reason for vulnerabilities in IT systems. An example is the NASA Jira server incident, when an administrator left employee and project data publicly accessible. Another example is the 2017 Equifax breach, which occurred because the organization failed to install a patch that closed the vulnerability.
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SOAR (security operations, analytics and reporting) systems can reduce the impact of the human factor. They analyze security threats and generate reports with visual charts and diagrams. Their primary task is to assist company specialists in making effective and timely decisions.
SOAR systems to cut the time required for detection and to vulnerabilities in half. For instance, ServiceNow Security Operations, which we discussed in , is a product of this class. It autonomously identifies vulnerable components of the IT infrastructure and assesses their impact on business processes based on the level of risk.
ITSM is moving to the cloud
In the coming years, the cloud services market will be the fastest-growing segment of IT. According to Gartner, its growth will reach 17.5% in 2019. This trend also includes .
We offer a cloud-based ITSM system at 'IT Guild.' Its main difference from an on-premises system is that companies can pay only for the features they use (, , and others). Cloud solutions come with pre-set templates and pre-configured tools. With their help, organizations can quickly set up a working environment, bypassing many potential difficulties, and migrate their IT infrastructure to the cloud, relying on industry best practices.
For example, a cloud-based ITSM system was implemented by the company SPLAT. This system helps monitor IT assets and assess their performance. Additionally, requests from users are received and processed in the cloud — a unified request management system has increased the level of control over their execution.
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Adapting to ITIL 4
Unlike previous versions, ITIL 4 focuses on the core principles and concepts of service management. In particular, the library has integrated with agile software development methods—Agile, Lean, and DevOps. It provides insights into how these approaches should work together.
This year, companies leveraging the library for IT management will determine how the innovations will impact their business processes. The ITIL documentation, which developers have aimed to make clearer, should assist with this. In the long run, the fourth version will help align ITIL with new trends: automation, DevOps practices, and cloud systems.
What we write about in the corporate blog:
Source: habr.com
