This document discusses how IT processes will become more digital and mobile in the next 3 years. It notes limitations of current IT tools including a lack of understanding, limited scope, and difficulty of use. The pain of delayed functionality is rated as critical by 85% of businesses. Automation is needed for resilient and agile business processes that span applications and infrastructure. Fewer, more integrated tools will be required to automate processes across the application lifecycle, service delivery, and resolution of issues. Intelligent closed-loop automation is presented as a solution to coordinate multiple data sources and events to meet service level agreements and business needs.