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Will ITSM Meet Challenges of Tomorrow?

Pete Goldin
Editor and Publisher
APMdigest

A majority (82 percent) of ITSM professionals believe that the IT roles of tomorrow will be more challenging — and the majority of the workforce currently feels undervalued by management, according to ManageEngine's IT Service Management Future Readiness survey.

Jump to infographic below

Key findings include:

■ Only 24 percent of ITSM professionals show confidence in the existing ITSM best practices, including ITIL, making a strong case for their revamp.

■ While only 5 percent of respondents feel that ITIL and other published ITSM practices are irrelevant, roughly 66 percent believe ITIL and other ITSM best practices have failed to keep up with the changing ITSM landscape. These findings reinforce the need for ITIL to reinvent itself to keep pace with the changing trends in IT.

■ Cloud technology continues to enjoy positive feedback from ITSM professionals. The timing of this survey — almost coinciding with the widespread outage of a cloud service provider in February 2017 — also brings to the surface a strong affinity for cloud technology. Even with this incident, only 8 percent of respondents had a negative opinion about cloud.

■ Artificial intelligence (AI) is not seen as a major job disruptor yet, since only 16 percent of respondents view the development of AI as a threat to IT jobs — contradicting what’s seen as a popular notion.

■ With an incoming millennial workforce, 77 percent of ITSM professionals believe that IT teams will have to do more to manage the expectation gap between younger and older employees.

■ More than 60 percent of respondents feel that current global and local political scenarios — like Brexit, the recent US election and Australian immigration policies — will adversely affect recruitment for IT roles.

"The ITSM industry is continually evolving in response to its micro and macro influencers, like technology, people, practices and government regulations," said Rajesh Ganesan, Director of Product Management at ManageEngine. "Being aware of potential future challenges and opportunities helps ITSM professionals stay relevant and responsive to changing landscapes in IT and business, giving their organizations a competitive edge."

"It’s interesting - and worrying - that 82 percent of survey respondents believe that working in IT will get harder over the next three years," said Stephen Mann, Principal Analyst and Content Director at ITSM.tools. "There are multiple root causes, including: nearly two-thirds of respondents think that the current local and global political climate is adversely affecting IT recruitment; only 24 percent of respondents think that existing ITSM best practices have kept up with the changing IT and business landscapes; and 77 percent of respondents think that there is still more to be done to meet the expectations of millennial employees. Ultimately, as an industry, we still need to invest more in getting modern IT support right."


Pete Goldin is Editor and Publisher of APMdigest

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Will ITSM Meet Challenges of Tomorrow?

Pete Goldin
Editor and Publisher
APMdigest

A majority (82 percent) of ITSM professionals believe that the IT roles of tomorrow will be more challenging — and the majority of the workforce currently feels undervalued by management, according to ManageEngine's IT Service Management Future Readiness survey.

Jump to infographic below

Key findings include:

■ Only 24 percent of ITSM professionals show confidence in the existing ITSM best practices, including ITIL, making a strong case for their revamp.

■ While only 5 percent of respondents feel that ITIL and other published ITSM practices are irrelevant, roughly 66 percent believe ITIL and other ITSM best practices have failed to keep up with the changing ITSM landscape. These findings reinforce the need for ITIL to reinvent itself to keep pace with the changing trends in IT.

■ Cloud technology continues to enjoy positive feedback from ITSM professionals. The timing of this survey — almost coinciding with the widespread outage of a cloud service provider in February 2017 — also brings to the surface a strong affinity for cloud technology. Even with this incident, only 8 percent of respondents had a negative opinion about cloud.

■ Artificial intelligence (AI) is not seen as a major job disruptor yet, since only 16 percent of respondents view the development of AI as a threat to IT jobs — contradicting what’s seen as a popular notion.

■ With an incoming millennial workforce, 77 percent of ITSM professionals believe that IT teams will have to do more to manage the expectation gap between younger and older employees.

■ More than 60 percent of respondents feel that current global and local political scenarios — like Brexit, the recent US election and Australian immigration policies — will adversely affect recruitment for IT roles.

"The ITSM industry is continually evolving in response to its micro and macro influencers, like technology, people, practices and government regulations," said Rajesh Ganesan, Director of Product Management at ManageEngine. "Being aware of potential future challenges and opportunities helps ITSM professionals stay relevant and responsive to changing landscapes in IT and business, giving their organizations a competitive edge."

"It’s interesting - and worrying - that 82 percent of survey respondents believe that working in IT will get harder over the next three years," said Stephen Mann, Principal Analyst and Content Director at ITSM.tools. "There are multiple root causes, including: nearly two-thirds of respondents think that the current local and global political climate is adversely affecting IT recruitment; only 24 percent of respondents think that existing ITSM best practices have kept up with the changing IT and business landscapes; and 77 percent of respondents think that there is still more to be done to meet the expectations of millennial employees. Ultimately, as an industry, we still need to invest more in getting modern IT support right."


Pete Goldin is Editor and Publisher of APMdigest

Hot Topics

The Latest

From growing reliance on FinOps teams to the increasing attention on artificial intelligence (AI), and software licensing, the Flexera 2025 State of the Cloud Report digs into how organizations are improving cloud spend efficiency, while tackling the complexities of emerging technologies ...

Today, organizations are generating and processing more data than ever before. From training AI models to running complex analytics, massive datasets have become the backbone of innovation. However, as businesses embrace the cloud for its scalability and flexibility, a new challenge arises: managing the soaring costs of storing and processing this data ...

Despite the frustrations, every engineer we spoke with ultimately affirmed the value and power of OpenTelemetry. The "sucks" moments are often the flip side of its greatest strengths ... Part 2 of this blog covers the powerful advantages and breakthroughs — the "OTel Rocks" moments ...

OpenTelemetry (OTel) arrived with a grand promise: a unified, vendor-neutral standard for observability data (traces, metrics, logs) that would free engineers from vendor lock-in and provide deeper insights into complex systems ... No powerful technology comes without its challenges, and OpenTelemetry is no exception. The engineers we spoke with were frank about the friction points they've encountered ...

Enterprises are turning to AI-powered software platforms to make IT management more intelligent and ensure their systems and technology meet business needs for efficiency, lowers costs and innovation, according to new research from Information Services Group ...