What will happen to ITSM in 2020 and in the new decade? The editors of ITSM Tools conducted a survey of industry experts and representatives of companies - key players in the market. We have studied the article and are ready to tell you what you should pay attention to this year.
Trend 1. Employee wellbeing
Businesses will have to work on creating comfortable conditions for employees. But providing comfortable jobs is not enough.
A greater level of process automation will also have a beneficial effect on the mood of the team. Due to the reduction in the number of routine tasks, labor productivity will increase, and stress levels will decrease. As a result, job satisfaction increases.
Six months ago we wroteon the topic of employee satisfaction, which described in detail how to practically make the lives of employees better with the help of business process automation tools.
Trend 2. Upgrading the skills of workers, loosening the boundaries of “bunkers”
It is important that company leaders understand what skills IT employees need to maintain the current business strategy and develop the future one, and assist in acquiring these skills. The ultimate goal of acquiring these skills is to break down the "bunker" culture that prevents productive interaction between company departments.
IT-specialists are beginning to master the principles of work of other departments of companies. They will delve into the business processes of the organization, see its points of growth. Thereby:
- self-service portals will improve, as differences in user experience and skills will be taken into account
- The IT team will be ready to scale the business and have the resources to do so;
the human resource in IT will be freed up without prejudice to users (virtual agents will appear, automatic analysis of incidents, etc.) - IT teams will move to partner with business leaders to accelerate business goals with technology
Trend 3: Measuring and transforming employee experience
In 2020, you need to pay increased attention to user experience. This will increase productivity and productivity in general.
Trend 4. Cybersecurity
As the volume of data continues to grow, take care to increase your resources while maintaining and improving the quality of your data. Find a way to protect them from hacks and leaks.
Trend 5. Implementation of artificial intelligence
Companies are moving towards intelligent ITSM and implementing artificial intelligence. It helps to make predictions based on analytics, improve automation autonomously from employees, based on user experience. For AI to become smarter, organizations must feed it with intelligent processes. Spend this year improving business intelligence, developing and implementing AI applications.
Trend 6. Creation of new communication channels
It's time to think about creating and testing new communication channels through which users request services and report problems. IT services are ready to help users through their preferred communication channel. It doesn't matter if it's via Skype, Slack or Telegram: users should get information from anywhere and from any device.
Based on materials
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Source: habr.com