5 Things that will Transform ITSM: A Glimpse into the Future

Editor's Notes

• #6: In the past a focus on cost savings and efficiencies caused IT to be impersonal. That is no longer good enough. We must create a model to provide highly personalized service: Know employee or customer identity Have a full record of history for the individual Know preferences and contact information Provide personalized delivery and fulfillment methods Leverage Service Catalog and Self Service Personalized user experience for service requests Less of an issue with Incidents
• #7: In the past, some IT services have been slow and this was accepted Speed becomes strategic and we must measure everything we do and understand that every second counts Take an iterative approach to questioning everything and asking ‘Why?’ Our goal is to reduce the time required to execute all business processes by 90% Put a stopwatch on everything and send the message that we must be much faster. This has a big cultural impact. We are not in search of incremental speed increases, but a quantum leap in time savings Create incentives to meet goals for improving speed
• #8: Automation is a powerful model. When done well, automation saves time, saves money, frees up valuable people, and creates a happy user. Start with highly repetitive, labor intensive tasks and business processes. Automation does not replace people, it frees our people to think more strategically. Automation should be iterative, and might take several phases to automate a business rule or a business process. Name process experts to oversee automation efforts to help ensure the results are right. Tools today are better than every and provide a big boost for the team. Automation works around the clock and does not have bad days 
• #9: Mobile has been seen as a special access model for the past 10 years– something of a special case. The devices are better and faster, and the new workforce has grown up using a mobile device for everything. Why not? This will reshape how we get work done. The disadvantages of using mobile devices (poor look and feel, slow, limited memory, hard to use, unreliable) are disappearing. Anywhere and anytime access is a compelling advantage. This is how we work. The day is rapidly approaching when most of the work we do is done on a mobile device. Don’t’ assume this is the smart phone we know today- a new device is likely to emerge in the next 10 years. Think of this as the love child of the tablet, smart phone and laptop with instant access speeds and great user experience. Only specialized tasks will require a desktop or laptop. This is also in-line with the blurring of our personal and professional lives.
• #10: Today, many IT services are limited to traditional office hours. We must embrace the concept of enabling the business to operate around the clock. This might seem daunting, but we can do it. Automation can help. Self Service and Service Catalog can help. Chat and knowledge bases can help. In the near future, intelligent assistants can help. This begins with a shift in mindset– IT must operate 24X7 so the business can. Email listeners and automation can help. This is quality of life and happy and productive workers. This model in turn delivers value to our customers and this must come from within.