The emergence of ITIL® (Information Technology Infrastructure Library) framework brought information technology in alignment with the business needs of an organization. Over the years, it has benefited organizations of all sizes, along with government bodies and universities, to operate in an efficient manner to achieve their respective goals.
The biggest highlight of 2019 in ITSM (Information Technology Service Management) was the launch of ITIL® 4. With ITIL 4, IT professionals will be able to usher digital transformation in their organisations, which in turn promotes work efficiency.
Before we explore the upcoming trends in ITIL and ITSM in 2020, let us understand what these terms stand for.
ITSM refers to the organizational activities, processes, policies, and procedures carried out to implement, improve, and support IT services.
ITIL®, the most popular approach to IT Service Management (ITSM), focuses on aligning IT services with the needs of business with a set of best practices.
Let’s dive into the exciting ITIL® trends to look out for in 2020!
AI and ML will revolutionize the way ITIL® practices were conventionally done. This will lead to two major changes in the way businesses and professionals work: automation of routine tasks and use of data analysis to serve both current and future industry trends.
Although AI adoption or automation could take away of lot of jobs across industries, the deployment of ITIL® methodologies will make processes hassle-free in various business scenarios.
Any successful business today offers top-notch customer experience. In 2020, ITIL® will help businesses customise their products and services so that they can live up to the specific expectations of their customers. Organizations will be able to deliver superior customer experience by following ITIL 4’s 7-step continual improvement model. It’s proven to benefit any enterprise that has customers (businesses or individuals) to serve. By establishing the right processes and boundaries, ITIL 4 will enhance both transparency and user experience while driving organizations to success.
Traditionally, ITIL® is concerned with the smooth functioning of ticketing systems. When a ticket is raised, conflict resolution is carried out through a series of steps, often by different people/teams. On the other hand, DevOps aims at automating the entire process of ITIL®. This will help solve significant challenges in configuration, release and deployment management processes.
In 2020, the collaboration of DevOps with ITIL® practices will make workflows more efficient. Any unnecessary dependency on personnel will be eliminated, thus driving business solutions faster.
A recent report on employee engagement claimed that companies with engaged employees have 81 percent higher customer satisfaction. Most employees who feel engaged at work, stated that recognition of their work was the primary motivator. ITIL 4 upholds the need for achieving this workforce enablement through research-based strategies.
Companies who haven’t already embraced ITIL 4 in this regard would have to adopt it for enterprise success, at least this year. Adoption of cloud-based services, giving employees the flexibility to work remotely and developing processes that are conducive to their well-being are some recommendations by industry experts. After all, happy employees play a key role in customer satisfaction.
In the digital age, all companies across sectors have an online presence. Transfer of data is also happening at an alarming rate but isn't always free from security threats. While information is crucial for an organization’s success, its security and privacy should be of paramount concern too.
In 2020, information security will be high on priority for all ITIL 4 practices. All ITIL® operational processes will occur in conjunction with universal security standards. In any business, ITIL® Information Security Management (ISM) will ensure that information security across all its services will be in complete alignment with IT and business security. This will prevent any potential risks, threats and losses. This will not be a one-time process but a continuous one.
The Way Forward in 2020
Enterprises that embrace ITIL 4 consistently across the organization, right from the management to the workforce, stand to benefit the most in 2020. There is a huge potential waiting to be realized in the IT space and staying abreast of the latest trends in ITIL will ensure increased work efficiency while reducing costs.
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