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
While remote work policies have been gaining steam for the better part of the past decade across the enterprise space — driven in large part by more agile and scalable, cloud-delivered business solutions — recent events have pushed adoption into overdrive ...
Time-critical, unplanned work caused by IT disruptions continues to plague enterprises around the world, leading to lost revenue, significant employee morale problems and missed opportunities to innovate, according to the State of Unplanned Work Report 2020, conducted by Dimensional Research for PagerDuty ...
In today's iterative world, development teams care a lot more about how apps are running. There's a demand for fixing actionable items. Developers want to know exactly what's broken, what to fix right now, and what can wait. They want to know, "Do we build or fix?" This trade-off between building new features versus fixing bugs is one of the key factors behind the adoption of Application Stability management tools ...
With the rise of mobile apps and iterative development releases, Application Stability has answered the widespread need to monitor applications in a new way, shifting the focus from servers and networks to the customer experience. The emergence of Application Stability has caused some consternation for diehard APM fans. However, these two solutions embody very distinct monitoring focuses, which leads me to believe there's room for both tools, as well as different teams for both ...
The 2019 State of E-Commerce Infrastructure Report, from Webscale, analyzes findings from a comprehensive survey of more than 450 ecommerce professionals regarding how their online stores performed during the 2019 holiday season. Some key insights from the report include ...
Robinhood is a unicorn startup that has been disrupting the way by which many millennials have been investing and managing their money for the past few years. For Robinhood, the burden of proof was to show that they can provide an infrastructure that is as scalable, reliable and secure as that of major banks who have been developing their trading infrastructure for the last quarter-century. That promise fell flat last week, when the market volatility brought about a set of edge cases that brought Robinhood's trading app to its knees ...
Application backend monitoring is the key to acquiring visibility across the enterprise's application stack, from the application layer and underlying infrastructure to third-party API services, web servers and databases, be they on-premises, in a public or private cloud, or in a hybrid model. By tracking and reporting performance in real time, IT teams can ensure applications perform at peak efficiency — and guarantee a seamless customer experience. How can IT operations teams improve application backend monitoring? By embracing artificial intelligence for operations — AIOps ...
In 2020, DevOps teams will face heightened expectations for higher speed and frequency of code delivery, which means their IT environments will become even more modular, ephemeral and dynamic — and significantly more complicated to monitor. As a result, AIOps will further cement its position as the most effective technology that DevOps teams can use to see and control what's going on with their applications and their underlying infrastructure, so that they can prevent outages. Here I outline five key trends to watch related to how AIOps will impact DevOps in 2020 and beyond ...
With the spread of the coronavirus (COVID-19), CIOs should focus on three short-term actions to increase their organizations' resilience against disruptions and prepare for rebound and growth, according to Gartner ...
Whether you consider the first generation of APM or the updates that followed for SOA and microservices, the most basic premise of the tools remains the same — PROVIDE VISIBILITY ...