Service management evolved as leaders realised that the same principles? used in ITSM, could be applied to other parts of the organisation with similar service models. Effective service management will mirror, if not realise ITIL Best Practices along with Control Objectives for Information and Related Technology (COBIT) and solid PCI principles as it matures and blends with the organization and its business functions. In this article, we explore the current trends in Service Management and make predictions as to the future of the discipline.
Up until the creation of the internet and the concept of cloud technology, service management was defined by the organisation and its customers’ physical time space realities. Currently we are seeing as a trend the development of holistic service catalogs that address the entirety of the organization’s services.More and more organisations are moving towards services that can be automated and powerful platforms that is easily integrated with other tools/technologies. ServiceNow, for example, supports the success of agile Project Management, the utilization of Skunkworks and solid Knowledge Management tools.
The adoption of cloud-hosted technologies is one of the most prevalent trends in Service Management. More and more companies are moving into the Cloud, whether the cloud technology is created in house or adopted as a service from companies such as AWS (Amazon Web Services) or Azzure. This evolution has created a growing complexity and organisations are adopting technology that will allow them to orchestrate the workings of disparate cloud systems. To simplify service management most companies are opting for consolidating cloud systems and moving towards a more lean approach. This has also brought about a change in the manner in which managers identify incidents, problems, changes, service request and any manner of managing the evolution of Information Technology and how organizations recognize their service management requirements.
While IT is still considered the backbone of the service management function, more and more organisations are extending the framework, best practices and self-service model to other parts of the organisation. HR, Marketing and Facilities are some areas where the ITSM framework fits well and where companies are leveraging capabilities, processes and technology.
Based on the current trends we can expect a bright future for Service Management, where leaders will differentiate themselves through best practices, continuous improvement and self-service as the norm in most areas of the organisation.