Latest ITSM Trends

If you are inquisitive about the best practices and most recent ITSM trends, this article will definitely come handy.

  1. Which are those key steps your team should take in order to improve their abilities in managing abilities?

  • Define major incident and game plan as a response: It is important to define major incidents in clear terms, set up different workflows, allocate the right teams for handling the incidents, have trial runs, document the processes, and conduct PIRs.
  • Focus on your team and people: It is imperative to learn lessons from different perspectives coming from different team members, encourage innovation and collaboration, and create empathy cutting across teams.
  • Create capability for incident response around best practices, which fit teams: Enhanced collaboration, open work style, and automation can improve the ability of your team’s response to any incident.
  • Conduct PIR (Post Incident Reviews) for continuous service improvement: It is important to understand the root causes instead of a blame game with a repeatable Post Incident Review process. Related items should be linked to an original incident and knowledge base documents to be developed for future reference. Plus, preventive actions should be in place to lower the possibility of incident recurrence.
  • Develop a means for effective communication: While technology and tools are excellent collaboration sources, the actual success predictor for a team is how effective their communication is.
  1. How are businesses applying IT Service Management?

It is the job of an IT organization to be in control to help teams external to IT use ITSM principles such as self-service to the various business teams. Any IT team should have top priorities like improving support for their end users and ensuring service management throughout the organization and is referred to as ESM or Enterprise Service Management.

IT companies depend on ITSM tools for responding to outages and managing infrastructure changes.  However, these tools deliver great support experiences to the staffs. There are a few ITSM tools that make it tough to implement the system of self-service.  As the process of service catalog onboarding can be complex and lengthy, organizations at times do not help teams external to IT implement service management. There are some agile service desk tools for ITSM, which offer features like adaptable workflows, integrated knowledge, and ability to implement new request offerings rapidly to a service catalog, and customer-friendly portals, which are undoubtedly a better choice. Such tools and ITSM software solutions allow IT companies to scale service management fast across many service teams and leads to more ROI for the business.

  1. How do vendors address the concern in some quarters that IT systems can be complicated, especially when trying to bring such tools to the teams who are not part of IT?

With the growing importance of customer experience for the IT departments, the boundaries between external and internal support appear to be blurring. There is no doubt that such diminishing distinction is making disruption commonplace. It is the responsibility of the service desks to ensure that customers enjoy the quality experience, which meets the requirements of the business and the customers.

More and more customers are found to dump ITSM tools that need a big team for their maintenance and have many unused features. Instead, they are turning their focus on those ITSM toolswhich can be easily customized, offer support for core ITIL, and can empower even smaller teams.  

  1. What are the latest ITSM technologies and trends that are surfacing?

For many IT companies today, their ability to deliver superior quality self-service has become a top priority today. It is possible to keep the costs of IT support down using self-service. Further, there is a continual growth in the desire for knowledge-centric support.

You will come across several such IT companies that who are storing knowledge in only one repository. Contemporary ITSM tools also make it simple for the support teams to find out when knowledge is required and also allow them to publish their knowledge base quickly to give shape to the new requests. Burdensome and heavy processes are no longer in vogue and peer-reviews are replacing them.

There has been an increasing interest from IT companies to adopt agile and lean ways of working. It frequently starts with an IT Ops team, which support the software releases. Thereafter, it spreads its wings to change management and also to support teams at Level 1.

Another key factor that helps in improving sharing of data between development and IT teams is none other than the process of automation. It also has an important part to play in making IT support more effective starting from the fundamentals of ticket routing to the relevant teams and approving standard process changes to connecting external systems for fulfilling a request process.

  1. What are the factors to influence team success?

There are multiple elements that can determine team success. These include people, process, and technology. As technology keeps changing, choosing the right kind to fit the organizational requirements is quite crucial. Agile and lean processes should be promoted so that teams are able to respond to changes faster and offer value to the customers more quickly. People should be motivated so that they deliver according to their full potential.