It was artificial intelligence if there was a broad problem last year (AI).

For the next 12

months, look forward to more. Computer training will have a massive and vast impact on all
of us, and the management of IT services (ITSM) will be on the way.
There are Five shifts in the year ahead and what we can hope to see.
1. Our perceptions of AI will normalize: - How is AI influencing ITSM and improving
our service delivery? In his book The Path Ahead the commentary by Bill Gates is
insightful. "We always overestimate the change that will occur in the next two years
and underestimate the change that will occur in the next 10."
Our aspirations of the AI in 2019 will become more concrete and what to expect from
it. In other words, amid the present situation of over-promising and virtually
underutilization, we will begin to grasp AI as an ordinary technology term and start to
use its real-world skills.
2. The employee experience finally matters
3. Enterprise service management benefits mature service organizations: - Another
pattern is that of corporation service administration at the point of customer interface
with enhanced commitment to enhanced employee engagement. Different
departments must be able to offer better service, so that customers don't need to guess
when, for example, they contact IT or new company telephone facilities. You just call
the consolidated support desk instead.
There is a novel solution, but here is the next trend: HDI, an event and operation
company in the ITSM sector, represents more support divisions – such as equipment,
human resources, maintenance and finance. This makes it much easier for mature
service companies to transition into a company service management environment.
4. ITIL 4 will debut and meet its moment of truth: - In ITSM we see more and more
agile growth (at least we are at TOPdesk, where I work). The culture of DevOps has
also thrived and IT teams use Kanban to handle their growth and tasks. The
convergence of the best practices of ITIL with agile thinking is one of the main
obstacles.
This question is to be answered by ITIL 4, which was only published in February. As
Marcel Foederer, one of the leading ITIL 4 architects says, 'the key goal of ITIL is to
support IT organisations, while adapting the system to other approaches, like agile
DevOps or cloud computing, travel as speeds as company requires.
Although I'm not confident ITIL is the path ahead. I see it as an old-school solution to
most of the emerging service management environments and not in the market
landscape, especially with regard to ITSM.
As I also found out in my Company 2 culture article, ITIL typically contributes to
legalistics in its approach, which causes needless rigidity. ITIL will, therefore, play an
important role in service management because most organisations are dealing with
their systems, which would not alter overnight.
However, other issues remain unanswered as regards its execution, aside from
integrating ITIL with agile methods.
ITIL Version 3, for example, does have 26 procedures, however, there are no
guidelines or guides on the processes for which organisations are appropriate.
May ITIL 4 help further to decide which aspects of the system and its position within
an organisation are important to your case, much-needed change.
 For ITIL, the moment of truth could be this year.
5. People are important: - People are as critical as instruments and procedures, whether
they like it or not. See my point on employee experience, if you don't approve. Yet
people's community at the intersection of the service desk reaches beyond consumers,
fusing with systems and protocols. Your teams on the other side of the service desk
are as important; the techniques we have addressed here cannot be further progressed
without them. To this end, plan to see the service desk in the coming year strive
toward expanded or team cultures. The Service Management World conferences 2019
concentrate on the theme: "People make the difference: attitude, culture and,
behaviour.
6. Hybrid customer servicing evolves: - The COVID-19 pandemic will likely transform
the workplace for some time, and those changes will be reflected in how ESM is
delivered, said Jeff Roscher, co-founder and president of eWorkOrders, which sells a
computerized maintenance management system.
Customers can now put service requests in using a web-based interface. They can
easily check the status of their requests and get notifications when the jobs have been
completed.
7. Chat becomes an integral feature: - Adoption of chat tools such as Slack and
Microsoft Teams has accelerated as companies have converted to remote workforces
during the COVID-19 pandemic. This has ramifications for all internal tools and
processes within companies, said at Spoke co-founder and CEO Jay Srinivasan.
Like water flowing down a hill, "employees will take the path of least resistance when
seeking help from internal service functions," he said. And that has implications for
ESM.