Operations | Monitoring | ITSM | DevOps | Cloud

IT service management (ITSM) is a critical corporate capability, but what are the key ITSM trends to watch out for in 2023? Thanks to the general evolution of technology-enabled businesses and the digital transformation acceleration caused by the global pandemic, the suitability of your organization’s current ITSM capabilities needs to be questioned – especially in light of the ten ITSM trends we’re about to share. We consulted ten IT leaders to reflect on the road ahead.

When we look at the calls our help desk receives, we see many of the same issues repeatedly. Some of the most common calls help desk agents receive involve issues like password resets, new hardware requests, and generating standard reports. And when we examine our IT environments as a whole over the last decade or so, there has been a huge emphasis on automation. Why? We have learned that automation reduces risk, streamlines workflows, and makes everyone more productive.

The ITIL definition of an incident is “an unplanned interruption to or a quality reduction of an IT service”. In your IT ecosystem, an incident may be caused due to a malfunctioning asset, or a network failure. Common incidents include issues with the printer, Wi-Fi connectivity, application locks, email service, laptop, file sharing, unresponsive servers, or even authentication errors.

For IT and EUC teams, reducing costs is easier said than done. You can’t just blindly reduce headcount, delay transformation projects, or extend hardware lifecycles in the hopes of appeasing your CFO’s demands for short-term cost reduction. The reality is, rushed cost-cutting will put your service desk under pressure. In turn, such self-inflicted inefficiencies will only result in performance degradations, additional tickets, and escalations.

With organizations across industries facing inflationary pressures and the threat of recession, CFOs are forced to impose cost-cutting measures to improve cost efficiency across teams to tide through these tough times. This has resulted in IT teams being faced with a dilemma. How to improve the cost-effectiveness of the team without impacting employee satisfaction and service desk productivity?

Uncertain times are often a catalyst for important innovations. During the Great Depression, for example, inventors created nylon, magnetic tape recording, and the first working helicopter—all of which are still in use today. To be prepared for the future, you need to take stock of where you’ve been, what you’ve accomplished, and where you want to go. Let’s look at four tech trends that are resonating with ServiceNow customers.

The only constant in the technology industry is CHANGE. We all know that while change may be a constant and has the potential to bring enormous benefits to an organization, change can also be incredibly disruptive. Technology trends such as Cloud, BYOD (Bring Your Own Device), virtual applications and desktops, and mobility have resulted in increased data volume, variety, velocity and complexity, and have turned IT operations management into an overwhelming challenge.

Yes, it’s that time of year again! It’s time we look ahead with hope for a successful wrap to peak season and consider the trends influencing the year ahead. The last few years have been anyone’s guess, but recent data shows us optimistic points on the horizon as we head towards 2023.