We are talking about the directions in which ITSM is developing in 2019.
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Chat-bots
Automation saves time, money and human resources. Technical support is becoming one of the most promising areas of automation.
Companies are implementing chatbots that take on part of the workload of support specialists by offering answers to the most common questions. Advanced systems are able to analyze the behavior of customers who often contact the support service and adapt ready-made solutions.
Similar products are developed by a whole range of companies. For example ServiceNow. One of the solutions is - uses the capabilities of the IBM Watson supercomputer for speech recognition. The agent automatically creates tickets based on user requests, checks their statuses, and works with CMDB, a database of IT infrastructure components. Chatbot ServiceNow at the University of Alberta, in two weeks the system learned to process 30% of incoming requests (the plans are to increase the volume to 80%).
Gartner that next year a quarter of the world's organizations will use virtual assistants as their first line of technical support. This number will also include government agencies to which chatbots (PDF, p.3). But the matter will not be limited to this - the whole spectrum will evolve .
Development automation
Agile methodologies are not new, and many companies are successfully using them. True, without a major overhaul of the workflow, meetings, sprints, and other agile components are : it only becomes more difficult for employees to follow the progress of development, which drags down the efficiency of the entire process.
This is where software development management systems come to the rescue - the next trend of this year. They allow you to control the entire life cycle of an application: from prototype to release, from support to release of new software versions.
We offer development management applications at IT Guild. It's about the system (software development lifecycle). This is a software tool that combines several development methodologies at once (for example, waterfall and scrum) and makes it easier to adapt to working with them.
IS in the spotlight
The human factor is the main reason for the presence of vulnerabilities in IT systems. An example would be with the NASA Jira server, when the administrator left data about employees and projects of the agency in the public domain. Another example is the 2017 Equifax hack, which due to the fact that the organization did not install a patch in time to close the vulnerability.
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SOAR (security operations, analytics and reporting) systems are capable of reducing the impact of the human factor. They analyze security threats and generate reports with visual graphs and diagrams. Their main task is to help the company's specialists make an effective and timely decision.
SOAR systems halve the time required to detect and on vulnerability. So ServiceNow Security Operations, which we wrote about in , is a product of this class. It independently finds vulnerable components of the IT infrastructure and evaluates their impact on business processes depending on the degree of risk.
ITSM goes to the clouds
In the coming years, the cloud services market will be the fastest growing IT segment. By Gartner, in 2019 its growth will be 17,5%. This trend is followed by .
We offer a cloud ITSM system at the IT Guild. Its main difference from the local system is that companies can only pay for the features they use (, , and etc.). Cloud solutions come with pre-configured 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, based on industry best practices.
Cloud ITSM, for example, SPLAT. The system helps to monitor IT assets and evaluate their performance. Applications from users are also accepted and processed in the cloud - a unified system for recording applications has increased the degree of control over their implementation.
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ITIL 4 adaptation in progress
Unlike previous versions, ITIL 4 focuses on the core principles and concepts of service management. In particular, the library was integrated with flexible software development methods - Agile, Lean and DevOps. It gives an idea of ββhow these approaches should work together.
This year, companies using the library for IT management will decide how innovations will affect their business processes. The ITIL documentation, which the developers have tried to make more understandable, should help with this. In the future, the fourth version will help adjust ITIL to new trends: automation, DevOps practices, cloud systems.
What we write about in the corporate blog:
Source: habr.com