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
Business leaders are in the unique position of having immediate access to huge amounts of data in today's smartphone and laptop-dominated world. They are also under pressure to make data-driven decisions and mobile business intelligence can one of the most valuable decision making tools in their arsenal ...
Unlike some AI initiatives, AIOps doesn't always necessitate the use of a data scientist, so don't let hiring expenses put your AIOps initiatives on hold. It is always nice to have IT team members with AI skills, but this becomes less critical as more intelligent solutions come into prominence that offer AIOps features out of the box, a readily deployable option for IT ...
AIOps is rapidly becoming a de-facto option for enterprises' IT strategies, with nearly immeasurable benefits to be provided. However, AIOps is still a relatively new discipline and misconceptions surrounding the technology's capabilities and uses have caused bottlenecks and roadblocks in its widespread adoption. So, what should organizations expect from AIOps? How can organizations that want to digitally transform their IT pursue AIOps for maximum benefit? ...
In response to the global pandemic, companies have given their workforce the tools they need to work remote. And research shows it has increased their engagement and productivity. But these gains are on the brink of being wiped out. According to a new study from Citrix Systems, Inc., employees feel they've been given too many tools and not enough efficient ways to execute. And it's hindering their ability to get things done ...
The third installment of Aptum's four-part Cloud Impact Study, A Bright Forecast on Cloud, presents data showing the benefits organizations gain from cloud computing, as well as mistakes to avoid during migration. As organizations migrate workloads to different cloud platforms, they often run into unexpected challenges due to a lack of proactive planning. Here are a few key findings from Part 3 of the Cloud Impact Study ...
Currently, (and most likely well into the future) the overwhelming majority of organizations still need to monitor and maintain enterprise applications. Moreover, where these are complex systems developed, debugged and refined over years, often decades, around a business's core processes, there can also be very strong practical arguments for viewing them as classics. They can offer a valuable legacy, one best left where it is, doing what it does, how it always has done ...
Anti-patterns involve realizing a problem and implementing a non-optimal solution that is broadly embraced as the go-to method for solving that problem. This solution sounds good in theory, but for one reason or another it is not the best means of solving the problem. Anti-patterns are common across IT as well, especially around application monitoring and observability. One that is particularly prevalent is in response to the increasing complexity of cloud-native infrastructure and applications ...
The introduction of the latest technology — such as AI and machine learning — can be seen as a way for organizations to accelerate growth, increase efficiency, and improve customer service. However, the truth is that the technology alone will do little to deliver on these business outcomes. AI for IT operations (AIOps) is one area where the application of technology, if not matched with organizational maturity readiness, will fail to deliver all the promised benefits ...
SREs that fail to deliver customer value run the risk of being stuck in an operational toil rut. Conversely, businesses failing to recognize the bi-modal nature and importance of SRE activities run the risk of losing talented employees and their competitive edge ...
As part of digital transformation initiatives, IT teams are quickly adopting AIOps solutions to accommodate a new multifaceted infrastructure. However, there are still several roadblocks IT leaders must overcome when adopting AIOps — namely, understanding how to showcase ROI and changing their team's cultural mindset around adopting a new strategy ...