Reinventing ITSM? It's Not Going Away - Part 1
March 07, 2019

Dennis Drogseth
EMA

Share this

I must admit that the more I research IT service management (ITSM) — what it means, what its trends are, and what its future is — the more I feel like an explorer on a strikingly rich continent that so far the industry has either ignored, or misunderstood. The brand-new data that we've just received in EMA (working with my cohort, Valerie O'Connell) is a case in point.

Soon to be a webinar (on April 11), the data explores priorities in AI and analytics, automation, virtual agents, AI bots, and enterprise service management (ESM) initiatives globally — with 200 respondents in North American, 100 in Europe and 100 in Asia.

Ignored or Misunderstood?

So what do I mean by saying that by-and-large ITSM is either ignored, or misunderstood?

My primary concern is the industry's prejudice that ITSM, with its traditional center in the service desk, is a reactive blast-from-the-past with legacy processes, legacy mindsets, and legacy career opportunities.

Our data overall shows just the opposite, and points to a growing synergy across all the areas I just mentioned (AI/analytics, automation, virtual agents, AI bots and ESM) that frankly surprised us in doing our analysis. To be clear, this "synergy" is most strongly reflected in a consistently progressive group that shows advancements in all these areas, with high corresponding success rates across many multiple dimensions, from:

■ more effective incident handling

■ to improved end user and customer satisfaction

■ to greater IT operational efficiencies and cost savings

■ to accelerated levels of IT-to-business alignment

■ And the list goes on (actually it's quite long)

So What is ITSM Anyway?

Well, you'd think I'd know the answer since I've been researching ITSM for nearly a decade. But the truth is, both Valerie and I were curious to find out a number of dimensions, attributes, and qualities that reflect ITSM today. And we wanted to examine it from various perspectives, including IT executives, core ITSM teams, ITSM affiliates beyond the service desk, and non-IT executives and ITSM service consumers. We also looked at obvious differences in terms of size, geography, vertical, organization (central IT versus LOB-affiliated) and even age. For the latter we contrasted:

■ iGen (up to 4 years in their profession)

■ Millennials (5-10 years)

■ GenX (11-20 years)

■ And Boomers (more than 20 years)

… and found some surprising, and some not-so-surprising, differences.

I personally was most intrigued by the consistent indications from prior research that ITSM teams really do stretch well beyond the service desk, and that this trend tends to amplify as ITSM teams become more progressive. A list of whom we found among our respondent base (saving the actual numbers for the webinar), includes:

■ Operations

■ App management

■ Development

■ End user experience

■ Data science

■ Asset management

■ Architecture

■ Consultants

■ PC/ mobile management

■ Automation

■ Security

■ IoT

Read Reinventing ITSM? It's Not Going Away - Part 2, covering analytics, AI and automation.

To learn more about how and why, please join Valerie and me on April 11, as we discuss our findings in Automation, AI and Analytics: Reinventing ITSM.

In the meantime, I invite you to share your questions, perspectives, areas of interest, and concerns with us ...

Click here to email Dennis Drogseth with your comments

Dennis Drogseth is VP at Enterprise Management Associates (EMA)
Share this

The Latest

September 23, 2021

The Internet played a greater role than ever in supporting enterprise productivity over the past year-plus, as newly remote workers logged onto the job via residential links that, it turns out, left much to be desired in terms of enabling work ...

September 22, 2021

The world's appetite for cloud services has increased but now, more than 18 months since the beginning of the pandemic, organizations are assessing their cloud spend and trying to better understand the IT investments that were made under pressure. This is a huge challenge in and of itself, with the added complexity of embracing hybrid work ...

September 21, 2021

After a year of unprecedented challenges and change, tech pros responding to this year’s survey, IT Pro Day 2021 survey: Bring IT On from SolarWinds, report a positive perception of their roles and say they look forward to what lies ahead ...

September 20, 2021

One of the key performance indicators for IT Ops is MTTR (Mean-Time-To-Resolution). MTTR essentially measures the length of your incident management lifecycle: from detection; through assignment, triage and investigation; to remediation and resolution. IT Ops teams strive to shorten their incident management lifecycle and lower their MTTR, to meet their SLAs and maintain healthy infrastructures and services. But that's often easier said than done, with incident triage being a key factor in that challenge ...

September 16, 2021

Achieve more with less. How many of you feel that pressure — or, even worse, hear those words — trickle down from leadership? The reality is that overworked and under-resourced IT departments will only lead to chronic errors, missed deadlines and service assurance failures. After all, we're only human. So what are overburdened IT departments to do? Reduce the human factor. In a word: automate ...