May 18, 2019 at 13:35Five key ITSM trends for this year
We are talking about the areas in which ITSM is developing in 2019. / Unsplash / Alessio Ferretti
Automation saves time, money and human resources. One of the most promising areas of automation is technical support.
Companies are introducing chatbots that take on part of the load of support specialists - they offer answers to the most common questions. Advanced systems are able to analyze the behavior of customers who often contact support, and adapt ready-made solutions.
A wide range of companies develops similar products. For example, ServiceNow. One solution is ServiceNow Virtual Agent- uses the capabilities of the IBM Watson supercomputer for speech recognition. The agent automatically creates tickets for user requests, checks their statuses and works with CMDB - a database of IT infrastructure components. The ServiceNow chatbot was introduced at the University of Alberta - in two weeks the system learned to process 30% of incoming requests (plans to increase the volume to 80%).
Gartner says next year a quarter of global organizations will use virtual assistants as their first line of technical support. This number will include government agencies, which chatbots will save $ 40 billion annually (PDF, p. 3). But this will not be limited to the whole range of Helpdesk-tools will evolve.
Flexible methodologies are not new, and many companies have successfully used them. True, without a major restructuring of the workflow, meetings, sprints and other agile components are useless : it only becomes more difficult for employees to monitor the development progress, which pulls down the efficiency of the whole process.
We offer development management applications at IT Guilds. This is a system SDLC (software development lifecycle). This is a software tool that combines several development methodologies at once (for example, waterfall and scrum) and makes it easier to adapt to working with them.
The human factor is the main reason for vulnerabilities in IT systems. An example would be the situation with the NASA Jira-server, when the administrator left in the public domain information about the employees and projects of the agency. Another example is the hacking of Equifax in 2017, which occurred due to the fact that the organization did not install the patch in time to cover the vulnerability.
/ Flickr / Wendelin Jacober / PD The
SOAR (security operations, analytics and reporting) systems are capable of reducing the human factor. They analyze security threats and generate reports with clear graphs and charts. Their main task is to help company specialists make an effective and timely decision.
SOAR systems helphalve the time it takes to detect and respond to vulnerabilities. So ServiceNow Security Operations, which we wrote about in an article on our blog , is a product of this class. He independently finds the vulnerable components of the IT infrastructure and assesses their impact on business processes depending on the degree of risk.
In the coming years, the cloud services market will be the fastest growing segment of IT. According to Gartner, in 2019 its growth will be 17.5%. This trend is followed by cloud solutions for managing IT infrastructure .
We offer a cloud-based ITSM system at IT Guilds. Its main difference from the local system is that companies can only pay for the features they use ( ITOM , ITFM , ITAMand etc.). Cloud solutions come with pre-configured templates and pre-configured tools. With their help, organizations are able to quickly configure the work environment, bypassing many potential difficulties, and migrate their IT infrastructure to the cloud, relying on industry best practices.
Cloud ITSM, for example, was implemented by SPLAT. The system helps to monitor IT assets and evaluate their performance. Also, requests from users are accepted and processed in the cloud - a unified system for recording requests has increased the degree of control over their implementation.
/ Flickr / Kristof Magyar / CC BY
Unlike previous versions, ITIL 4 focuses on the basic principles and concepts of service management. In particular, the library was integrated with flexible software development methods - Agile, Lean and DevOps. It gives an idea of how these approaches should work together.
This year, companies using the library for IT management will decide how innovations will affect their business processes. The ITIL documentation should help with this, which the developers tried to make more understandable. In the future, the fourth version will help fine-tune ITIL to new trends: automation, DevOps practices, cloud systems.
What we write about in a corporate blog:
Chat bots
Automation saves time, money and human resources. One of the most promising areas of automation is technical support.
Companies are introducing chatbots that take on part of the load of support specialists - they offer answers to the most common questions. Advanced systems are able to analyze the behavior of customers who often contact support, and adapt ready-made solutions.
A wide range of companies develops similar products. For example, ServiceNow. One solution is ServiceNow Virtual Agent- uses the capabilities of the IBM Watson supercomputer for speech recognition. The agent automatically creates tickets for user requests, checks their statuses and works with CMDB - a database of IT infrastructure components. The ServiceNow chatbot was introduced at the University of Alberta - in two weeks the system learned to process 30% of incoming requests (plans to increase the volume to 80%).
Gartner says next year a quarter of global organizations will use virtual assistants as their first line of technical support. This number will include government agencies, which chatbots will save $ 40 billion annually (PDF, p. 3). But this will not be limited to the whole range of Helpdesk-tools will evolve.
Development automation
Flexible methodologies are not new, and many companies have successfully used them. True, without a major restructuring of the workflow, meetings, sprints and other agile components are useless : it only becomes more difficult for employees to monitor the development progress, which pulls down the efficiency of the whole process.
Here, software development management systems come to the rescue - another trend of this year. They allow you to control the entire life cycle of the application: from prototype to release, from support to the release of new versions of software.
We offer development management applications at IT Guilds. This is a system SDLC (software development lifecycle). This is a software tool that combines several development methodologies at once (for example, waterfall and scrum) and makes it easier to adapt to working with them.
IB in the spotlight
The human factor is the main reason for vulnerabilities in IT systems. An example would be the situation with the NASA Jira-server, when the administrator left in the public domain information about the employees and projects of the agency. Another example is the hacking of Equifax in 2017, which occurred due to the fact that the organization did not install the patch in time to cover the vulnerability.
/ Flickr / Wendelin Jacober / PD The
SOAR (security operations, analytics and reporting) systems are capable of reducing the human factor. They analyze security threats and generate reports with clear graphs and charts. Their main task is to help company specialists make an effective and timely decision.
SOAR systems helphalve the time it takes to detect and respond to vulnerabilities. So ServiceNow Security Operations, which we wrote about in an article on our blog , is a product of this class. He independently finds the vulnerable components of the IT infrastructure and assesses their impact on business processes depending on the degree of risk.
ITSM goes to the clouds
In the coming years, the cloud services market will be the fastest growing segment of IT. According to Gartner, in 2019 its growth will be 17.5%. This trend is followed by cloud solutions for managing IT infrastructure .
We offer a cloud-based ITSM system at IT Guilds. Its main difference from the local system is that companies can only pay for the features they use ( ITOM , ITFM , ITAMand etc.). Cloud solutions come with pre-configured templates and pre-configured tools. With their help, organizations are able to quickly configure the work environment, bypassing many potential difficulties, and migrate their IT infrastructure to the cloud, relying on industry best practices.
Cloud ITSM, for example, was implemented by SPLAT. The system helps to monitor IT assets and evaluate their performance. Also, requests from users are accepted and processed in the cloud - a unified system for recording requests has increased the degree of control over their implementation.
/ Flickr / Kristof Magyar / CC BY
ITIL 4 adaptation in progress
Unlike previous versions, ITIL 4 focuses on the basic principles and concepts of service management. In particular, the library was integrated with flexible software development methods - Agile, Lean and DevOps. It gives an idea of how these approaches should work together.
This year, companies using the library for IT management will decide how innovations will affect their business processes. The ITIL documentation should help with this, which the developers tried to make more understandable. In the future, the fourth version will help fine-tune ITIL to new trends: automation, DevOps practices, cloud systems.
What we write about in a corporate blog: