Blog 7 in ’17: the key ITSM goals and challenges this year


ITSM trends for 2017 are seemingly endless: CMDB, Software Asset Management (SAM), Service Catalog, automation, knowledge management, customer satisfaction, metrics and SIAM are all on the rise. But which of the “7 in ‘17” should your organization prioritize in the coming 12 months?


Our latest whitepaper focuses on the following trends that are set to have the biggest impact on your business this year.


1.    Efficiency vs Service – the management challenge


Research findings from surveying more than 300 companies as far reaching as North America, DACH, UK and BeNeLux, revealed that IT staff morale has decreased recently, despite key IT priorities such as IT security and service innovation improving.


Whilst the reason for the slump in morale is not obvious, respondents noted that a lack of resources available to them and a diminishing budget had a profound knock-on effect to productivity. Not being able to attend to issues in a timely and effective manner leads to a frustrated staff.


2.    Service Experience – expect change and build your organization and systems to adapt


A key topic from 2016 will continue over the course of this year as well. Like many other industries, ITSM is consumer-led and the role of the customer is a crucial performance indicator for organizations. Understanding the needs of the customers, who shape the way you shape end user service experience, is paramount to success.


In order to avoid a customer experience that is slow, laborious and fails to meet set objectives, a culture of collaboration and knowledge-sharing must be installed to make demand management more predictable.


3.    Automation


Automation is a useful tool to take the strain off the Service Desk by carrying out simple, less labor-intensive jobs. The example of self-service, allowing users to log and resolve their own issues, is a ubiquitous and well-practiced aspect of the industry.


More automation is set to take place in 2017, but research also predicts that over half of the projects will fail or be abandoned in the next three years. To avoid this, IT organizations must analyze whether automation will deliver the desired benefits and operational efficiencies before choosing to implement.


4.    Conflicting agendas: CIO vs CEO


CEO and CIO priorities: are they ever truly aligned? The business advantage of alignment suggests they should be, but research from Gartner and Deloitte highlights the striking disparity between the two.

The CEO of 2017 is the same as has always been; prioritizing the delivery of profitable growth at an acceptable risk profile. Their role is to focus on tomorrow rather than today and direct the business – and budgets – accordingly.


With this in mind, CIOs must find the balance between striving for their ultimate goal of innovation and support the interests of the wider business, particularly the CEO’s objective to encourage growth, net profitability and greater margins.


5.    Incorporating SIAM into Service Ecosystem


What makes Service Integration and Management (SIAM) one of the leading trends of 2017? Managing multi-supplier IT service delivery models has existed for years, but is only now being properly recognized as an IT function.


It allows IT organizations to place greater emphasis on key areas of service and benefit from the following by-products of service integration:


-    Risk reduction
-    Supplier flexibility
-    Greater business alignment

6.    IT as a Service Broker (ITaaSB)


There’s an increasing number of IT leaders making the switch towards IT service brokerage. Converting IT to a “business within the business” is proving to be one of the prominent trends in the ITSM industry in 2017. Much in the same way as SIAM, IT as a Service Broker (ITaaSB) enables IT departments to outsource particular expertise that is right for the business vision. The driving force behind this can be put down to the prevalence of the cloud, which encourages IT to re-define “traditional” delivery methods.


A key aspect of ITaaSB is the availability of services and delivering more to the customer. Organizations must be prepared to increase the amount of choices on offer to end users to meet growing demand and increase chances of success.


7.    The usual suspects: make sure you design in business value


Our research has shown that IT leaders encounter the same issues year-on-year. Why is this and how do you avoid falling into a vicious cycle in 2017?


Process optimization, ITAM and Service Catalog are the three areas that have constantly been at the top of priorities for the past three years. The reason why they remain a concern is due to non-alignment with the wider business needs.


IT needs to become more outward-looking and develop these areas in accordance with the CEO’s vision for the organization.

 

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