Like many sectors, the IT service management industry has been affected by significant changes in 2020, particularly due to the COVID-19 pandemic.

Many of the changes brought about by this unprecedented situation have given rise to new trends that will have an impact on the future of ITSM solutions.

Here are the top 10 ITSM trends in 2021.

1 – Better communication between employees working from home

Companies and work teams will find a balance between working from home and meeting in a central location (which may not be an “office” in the traditional sense).

Many organizations and managers are beginning to recognize the need for face-to-face interactions (whether professional or social) and will need to find creative ways to bring teams together.

2 – Greater responsiveness to employee needs

If there is one lesson to be learned from the COVID-19 pandemic, it is that circumstances can change quickly and dramatically, just like the needs of end users. For ITSM departments, the importance of understanding employee needs will continue to grow in the hybrid (work from home + office) work environment.

The end-user experience should be regularly assessed to quickly change and adapt strategies and services when necessary.

3 – Higher level of automation

ITSM’s levels of automation and integration will increase significantly in 2021, especially due to the implementation of software solutions that promote this, such as iTop Professional.

Nevertheless, IT service management departments will need to ensure that they have the technical skills to manage this new complexity to avoid failures that they cannot resolve and trigger a decline in employee confidence.

4 – More ITSM solutions will be AI-based

Artificial intelligence will play a huge role in the future of ITSM and IT operations, providing efficiency, ease of use and new features.

As a result, an increasing number of organizations will rely on solutions that involve AI, such as chatbots, AI-assisted data analysis and intelligent automation.

5 – Increased importance of adaptability

In 2021, IT service management departments will need to be able to adapt. For example, they will have to adapt to the increasing volume of requests, consider replacing outdated ITSM solutions, and deal with new data protection regulations.

Managers need to have excellent leadership and organizational skills to be able to manage so many changes within a department.

6 – Transition to the new ITIL 4 framework

Unlike its predecessor, ITIL 4 facilitates the shift from cascading management to agile process management and places greater emphasis on continuous value creation for end users. As a result, more and more organizations will be adopting ITIL 4 in 2021.

The new Service Value System (SVS) introduced in version 4 of the framework has defined 34 management practices. These provide closer alignment between IT service management, development, operations, business relationships and governance functions so that organizations can manage leaner IT services.

7 – Redesigned risk management

The coronavirus pandemic will cause many organizations to rethink their risk management and business continuity practices. This could help them be better prepared the next time an incident threatens their operations.

However, these organizations will need to avoid over-protecting themselves against unlikely risks, otherwise they could invest large sums of money for no reason.

8 – Redefined organization objectives

The global pandemic has forced many organizations to revisit their business objectives. Some have put themselves in survival mode while others are preparing for a huge attack.

When a company’s objectives change, they must be reflected at the operational level. This is why some IT support departments will probably be eliminated while the tasks of others will be changed.

9 – Enhanced data security

Cyberattacks no longer only affect large companies, but also SMEs. This is driving companies to be more focused than ever on the security of their confidential data stored in their IT systems.

It is not surprising that increased information security will be an important trend in 2021 in information and communication technology management. This is especially the case in contexts where data needs to be accessible to employees remotely.

10 – Transition toward integrated IT environments

A few years ago, companies had no choice but to use different providers for their IT needs: a help desk solution, cloud storage provider, telephony system, email providers, etc. This increases costs and reduces productivity.

The transition to integrated environments and software with more integration capabilities will therefore accelerate in 2021, as companies seek the stability and lower costs associated with versatile ITSM solutions.

Follow these ITSM trends with the help of SEI Team

In conclusion, 2021 will bring many changes to the IT Service Management industry!

Contact us to benefit from the advice of ITSM solution experts and make sure that your organization is ready to adapt to these changes!