IT Service Management Trends in 2017

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Two months into 2017, we already know that the next eleven months will require ingenuity and collaboration.

2016 was a great year. Revolutionary , stunning , unprecedented , painful but hopeful .

The IT service management industry has seen some excitement in the past year. From the changing dynamics of technology to theories of collaboration and support to the growing trend of user-centric employee experience. I’ll cover each in detail in this post.

With the rise of cloud computing, the adoption of SaaS-based models, and the need to transform the employee experience within organizations, the cloud ITSM industry is set to grow. BusinessWire predicts that the industry will grow from $4.4 billion in 2016 to $8.78 billion in 2021.

IT Service Management

As a typical "start of the year" post, this article is an ode to usefulness of self employed database what inspired us in 2016, from tech trends to industry research, and covers what 2017 will bring for the help desk. It's time to look back.

1. The chasm is still wide open. The bunkers are still working.
The challenge of IT working in tandem with the business has been discussed, developed, documented, and is still a challenge worth thinking about; 78% of CIOs surveyed in Deloitte's 2016 Global CIO Survey consider alignment of IT strategy with business strategy and performance goals to be the top IT capability needed for success.

A survey of 1,217 technology leaders also shows that 55% of CIOs have not yet taken advantage of IT’s ability to deliver customer experiences. Another 2016 Axelos Community study shows the same trend – 92% of the 350 ITSM professionals surveyed agree that they need a much stronger strategic vision aligned with the broader business.

IT departments must stop operating in silos. And companies need to align the two, combining the agility and technical expertise of IT with the long-term vision and strategic acumen of the business. One way to do this is to adopt a business-centric approach across the organization and move away from a “them versus us” culture; business relationship management (BRM), detailed in trend #5, can help close the rift.

“Think of #ITSM as a career option with an exit into the CIO’s office. Think of it as a place to make a difference.” - ITSM Strategist James Finister

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