As part of APMdigest's 2020 predictions, industry experts offer predictions on how ITSM and related technologies will evolve and impact business in 2020.
APM SUPPORTS ITIL 4
APM will play a key role in supporting the new ITIL 4 framework by enhancing its predictive modeling and proactive monitoring capabilities to assist IT Service Management (ITSM). The workflow and reporting will be dynamic enough to present intrinsic datasets to support the very different demands for both Development and Operations.
Technology Executive and Founder of the APM Strategies Group on LinkedIn
In 2020, the accelerated adoption of a combination of advanced automation techniques (i.e., RPA, deep learning, natural language processing) will notably increase the throughput of multiple ITSM processes and functions, increasing the service quality of IT departments while decreasing costs. Value must be a core principle in the provision of service and will require customer-centric thinking.
Global Solution Director, Applications, CTG
Businesses will make progress moving toward an autonomous digital enterprise through technology innovations in AIOps, edge computing, the convergence of IT service management and IT operations management, SecOps, and DevOps. Rather than focusing on monitoring and observability — which only tell you what failed and why — businesses need to look at "actionability." Actionability takes it an important step further by giving actionable insights to help remediate while also helping to predict what could fail. Implementing technology that gives actionable insights will be critical for businesses looking to move further in their automation journey.
CTO, BMC Software
AUTOMATED INCIDENT RESOLUTION
When it comes to ITSM, and its manifestation beyond IT of Enterprise Service Management, we're going to see increased adoption of AI-driven automation — moving beyond service request resolution to automated incident resolution. Analytics, in general and predictive analytics to be specific will be used increasingly to drive decision-making proactively.
Dr. Akhil Sahai
CPO, Symphony SummitAI
With the arrival of the new decade, IT organizations will begin a more concerted push to offer all IT services 24x7 to meet the expectations of around-the-clock business operations. New focus will be given to automation that supports this "always open" IT concept, so that IT never stands in the way of business requirements — regardless of the hour.
Kevin J. Smith
Based on reviews of ITSM software and tools on IT Central Station, our community members want better integration capabilities with reduced costs from their ITSM software and tools. In 2020, ITSM vendors who design better integration capabilities into their software and tools, while keeping costs low, will be addressing real user pain points.
Founder and CEO, IT Central Station
DEVOPS MEETS ITSM
As businesses struggle to keep pace with customer expectations, they will see the need to adopt DevOps practices in all parts of their business, including mission-critical applications like the contact center that have thus far remained siloed and out of scope for DevOps initiatives. The implementation of DevOps as a catalyst for CX innovation in the contact center will break down CX system silos and fuel momentum of the drive towards cloud contact centers.
Senior Director of Product Marketing, Cyara
INCIDENT MANAGEMENT VS ENGINEERING
As is already being observed in smaller organizations, in 2020, the subservience of incident management organizations to engineering organizations will spread to larger enterprises as well. Companies are increasingly automating ITIL and ITSM. Those professionals that are impacted will be redeployed to positions that create even greater business value.
VP Sales Engineering, xMatters
ITSM ALIGNS WITH THE BUSINESS
By the end of 2020, IT service management (ITSM) teams will decrease their focus on traditional ITSM best practices and instead focus on business alignment strategies. This new alignment will center more on automation and the speed of delivery than typical service management methods to ensure that service management is as dynamic and agile as the business processes it serves.
Kevin J. Smith
ITOM CONVERGES WITH SECURITY
The convergence of security and ITOM is just beginning to happen, we should continue to see more of this convergence play out, but many companies have struggled to fill the gap between the two groups, while there are only a few companies showing promise here.
CTO and Co-Founder, SaltStack
The COVID-19 pandemic has compressed six years of modernization projects into 6 months. According to a recent report, IT leaders have accelerated projects aimed at increasing productivity and business agility, improving application performance and end-user experience, and driving additional revenue through existing channels ...
There is no doubt that automation has become the key aspect of modern IT management. The end-user computing market is no exception. With a large and complex technology stack and a huge number of applications, EUC specialists need to handle an ever-increasing number of changes at an ever-increasing rate. Many IT organizations are starting to realize that they can no longer control the flow of changes. It is time to think about how to facilitate change ...
Starting this September, the lifespan of an SSL/TLS certificate has been limited to 398 days, a reduction from the previous maximum certificate lifetime of 825 days. With this change, everyone needs to more carefully monitor SSL certificate expiration and server characteristics ...
Nearly 6 in 10 responding organizations have accelerated their digital transformations due to the COVID-19 pandemic, according to The IBM Institute for Business Value study COVID-19 and the Future of Business ...
Two-thirds (67%) of those surveyed expect the sheer quantity of data to grow nearly five times by 2025, according to a new report from Splunk: The Data Age Is Here. Are You Ready? ...
Gaming introduced the world to a whole new range of experiences through augmented reality (AR) and virtual reality (VR). And consumers are really catching on. To unlock the potential of these platforms, enterprises must ensure massive amounts of data can be transferred quickly and reliably to ensure an acceptable quality of experience. As such, this means that enterprises will need to turn to a 5G infrastructure powered by an adaptive network ...
A distributed, remote workforce is the new business reality. How can businesses keep operations going smoothly and quickly resolve issues when IT staff is in San Jose, employee A is working remotely in Denver at their home and employee B is a salesperson still doing some road traveling? The key is an IT architecture that promotes and supports "self-healing" at the endpoint to take care of issues before they impact employees. The essential element to achieve this is hyper-automation ...
In Episode 10, Prem Naraindas, CEO of Katonic.ai, joins the AI+ITOPS Podcast to discuss how emerging technologies can make life better for ITOps ...
Sean McDermott on the AI+ITOPS Podcast: "AIOps is really about the processing of vast amounts of data and the ability to move into a more analytical, prescriptive and automated methodology."
The cloud has recently proven to be a vital tool for many organizations to deal with the COVID-19 pandemic by enabling employees to work from home. To me, COVID-19 has clearly shown that work doesn't need to happen at the office. It has strengthened our belief that working from home is going to be the norm for many. The move to the cloud introduces many technical challenges ...