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#ITSM: 2024 Top Trends in IT Service Management

With advancing digitalization and the dynamic landscape, the requirements for IT service management (ITSM) are changing. In 2024 also, it’ll continue to evolve to meet the changing demands of the digital landscape. At the same time, companies are under increasing pressure from global challenges such as supply chain problems, inflation, and recession. To increase the productivity of their IT departments, companies need solutions that can optimize processes with the help of AI & ML. Here are some trends and requirements you can expect:

IT SERVICE management trends 2023

 

    • Automation and Artificial Intelligence (AI): Automation will play a significant role in ITSM, enabling faster incident resolution, proactive problem management, and streamlined processes. The Europe AI market size was valued at USD 33.65 Billion in 2022 and is expected to reach USD 325.29 Billion by 2032. AI-powered chatbots and virtual assistants will become more common, providing self-service options and improving user experience & support. ChatGPT is the biggest trend of this example. If answers to a problem exist in the database, a large proportion of service requests can be answered automatically using AI. The user usually receives a solution immediately via the self-service portal, leading to increased user satisfaction and employee loyalty.

 

    • DevOps Integration: Collaboration between ITSM and DevOps is becoming more critical. ITSM processes will align with DevOps practices, emphasizing collaboration, continuous delivery, streamlined processes, and rapid deployments. This integration will require ITSM professionals to adapt their skills and work in a more agile environment by improving overall communication and enhancing the overall efficiency of IT service delivery.

 

    • Cloud Service Management: In general, cloud use continues to be a trend primarily due to the continuously improved offers and also because the legal and regulatory framework is no longer as complex as it used to be. As cloud adoption continues to grow, organizations will need ITSM frameworks specifically designed for managing cloud-based services. This includes managing infrastructure-as-a-service (IaaS), platform-as-a-service (PaaS), and software-as-a-service (SaaS) offerings and ensuring security.

 

    • Security and Compliance: With increasing cybersecurity threats, ITSM will need to prioritize security and compliance. This includes implementing robust security measures, conducting regular audits, and ensuring compliance with industry regulations like GDPR and CCPA.

 

    • User Experience Focus: ITSM will shift its focus to improving user experience by providing intuitive self-service portals, quick response times, and personalized support. Customer satisfaction and feedback will be crucial for evaluating the effectiveness of ITSM processes.

 

    • Data-Driven Decision Making: ITSM will rely more on data analytics to make informed decisions. By leveraging data from various sources like incident records, service request patterns, and user feedback, organizations can identify trends, predict issues, and continuously improve their ITSM practices.

 

    • Service Integration and Management (SIAM): As organizations increasingly rely on multiple suppliers and vendors, implementing effective SIAM practices will become crucial. SIAM helps orchestrate and manage services delivered by various vendors, ensuring seamless integration and efficient service delivery.

AI, improving the digital employee experience and desktop as a service, new technologies, and usage models are changing IT service management in companies. To keep up with these trends and requirements, ITSM professionals should focus on developing skills in automation, AI, DevOps, cloud management, security, data analytics, and SIAM. It is also important to stay updated with industry best practices and certifications such as ITIL 4 (Information Technology Infrastructure Library) and COBIT (Control Objectives for Information and Related Technologies).

Test automation: Getting more control and business value

During the crisis, many companies created ad hoc online services to help their employees and customers. These services were available to the public within a few weeks. However, we know that the more pressure that a company is put on, the more likely they are to make mistakes. Online services can suffer from various factors, such as the lack of trust in their applications and the end-user’s dissatisfaction. In the long run, this can lead to lost sales and customers, not to mention the company’s reputation.  This is why it is important that companies have the proper quality assurance (QA)  procedures in plac, before, during and after the digital initiatives. One of the most important factors that the crisis highlighted was the need for continuous testing.

 

Today, the majority of businesses use agile development approaches and DevOps practices, often with at least daily builds. On the other hand, testing is still mostly done manually, which slows down the quick deployment of software. Because conventional testing cycles usually last weeks and can no longer keep up with the ever-shorter release frequencies that digitization brings with it. But development and DevOps teams need continuous feedback throughout the release and digitization cycle to ensure the quality of their work. Doing this with manual tests is simply impossible. However, when organizations don’t continually review how the latest code changes impact critical end-to-end transactions and the user experience suffers. To solve the dilemma, test processes must also become agile and integrate seamlessly into the continuous delivery pipeline. A development towards continuous testing becomes indispensable. Test automation delivers value when it is performed frequently. But it is precisely then that it must be robust in order to deliver reliable results. This method can help companies deliver new applications faster and improve their overall performance.

TEST AUTOMATION

Companies must ensure that their applications and processes will still function smoothly in any given scenario. Careful QA and BA is extremely crucial, especially in the business-critical SAP environment. As business processes often span a complex network of SAP and non-SAP applications. Countless components interact with each other. This makes quality assurance very complex. You have to consider the entire process chain across all links. First of all, this requires precise knowledge of all dependencies. An automation platform can significantly reduce time and costs, and enable faster, more secure application delivery. With the aid of artificial intelligence (AI), it can automatically run end-to-end tests, identify exactly what needs to be checked, and analyze risks.

 

Teams responsible of QA and BA remain under pressure even after the full implementation of the digitization strategy. Because digital landscape keeps changing constantly. Businesses face challenges in continuously improving their offering. On the one hand, they let their customers enjoy new products/services and innovations more quickly. On the other hand, they must also thoroughly test every modification along the entire process chain. This explodes the QA/BA effort.

 

Here is where traditional manual test procedures hit their breaking point. They are excessively labor-intensive, slow, and expensive. Therefore, businesses are adapting a new approach to effectively and automatically include tests into release procedures. A platform for automation enables this. A Forrester study claims that with their assistance, QA/BA teams are able to quickly test numerous updates and pieces of software each day.

 

Organizations are unable to afford labor-intensive, manual QA/BA processes in any digital process. It is too likely that errors will be made and crucial business operations and users  inside and outside the company would suffer as a result. Customers can also get irritated and switch to the competition if an application or website no longer functions as usual. Preventing errors in digital business processes is also crucial for productivity and employee satisfaction. Because program crashes, poor application performance or other problems cost valuable working time and demotivate users.

 

For a company’s succcess, it’s required to make the transition to the digital world but doing so also calls for very effective QA/BA procedures. This is not possible without test automation. Working with a specialized service provider is advised in order to introduce an appropriate solution. Businesses must change and adopt a new quality assurance strategy so the test automation can be taken into consideration from the beginning of a digital transformation project.

Unlimited Productivity: Why a resilient Hybrid IT is important for post-Covid recovery?

Unlimited Productivity Why a resilient Hybrid IT is important for post-Covid recovery

 

Hybrid IT refers to mixed computing, a combination of cloud and on-premise technology in which storage and services are made available in any combination of MAKE (self-provided) and BUY (provided by the service provider in any form) so that the best functions of on-site solutions can be used in conjunction with the best functions of cloud solutions. In short, a combination of public clouds, on-premises computing, and private clouds in your data center means that you have a hybrid cloud infrastructure.

 

Businesses all around the globe are under pressure to innovate, thus the move to hybrid cloud adoption is motivated not only by cost-saving but in supporting fast-moving digital business transformation within companies. As the key benefit of the hybrid cloud is agility, businesses ’ needs to adapt and change direction quickly are focused. The better integration and interaction work, the more successful your company can operate. Flexera 2021 State of the Cloud Report highlights 87 percent of enterprises have already adopted hybrid cloud strategies and an estimated growth rate of 17% has the hybrid cloud industry pegged to inflate from a valuation of $44.6 billion in 2018 to almost $100 billion by 2023.

 

types-of-clouds-used

 

Hybrid clouds offer the benefits of both public and private clouds and take advantage of existing architecture in a data center which is why a hybrid mixture of cloud services are chosen by forward-thinking companies. Worldwide end-user spending on public cloud services is forecast to grow 23.1% in 2021 to total $332.3 billion, up from $270 billion in 2020, according to the latest forecast from Gartner, Inc.

 

By mixing the different cloud models, their advantages can be combined. With hybrid IT, companies benefit from the flexibility of the public cloud and the high-security standards of the private cloud or the full control of their own data in an on-premise environment. For example, it is possible to operate a database in a private network while the associated application is running in a public cloud. The advantage: the data is very well protected and the performance of the application is practically unlimitedly scalable at the same time. However, companies must make sure that they know exactly where which data is processed and how they distribute which processes to the various operating models. Otherwise, there is a risk that security-critical data will end up in the public cloud. In addition, hybrid cloud solutions are significantly more complex than pure public cloud or private cloud environments.

 

The pandemic has exposed vulnerabilities in business that have been hidden for too long. Companies are finding it hard to continuously adapt when their systems are separated. With work-from-home policies and automation becoming new norms, the Hybrid Cloud is entering the next digital era in exponential dimensions. But in the end, it is primarily the security requirements for your data that decide which cloud model is suitable for you. If you process data that are not linked to any special data protection requirements, a public cloud offers you numerous advantages in terms of flexibility, scalability, and cost structure. If your company processes particularly sensitive data that, for example, may not be transmitted, private clouds or hybrid cloud environments come into question. Hybrid clouds have the advantage that they are even more flexible than private clouds. However, they are much more complex in operation.

 

While hybrid implementations can lead to unprecedented complexity in some cases, we at Xorlogics help enterprises navigate this challenge. Get an individual consultation with our cloud experts to know which path to the cloud is best suited for you.

 

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4 Cloud Computing myths, debunked

Flexibility, scalability, and long-term business resilience are the huge boost to cloud adoption. The future of the cloud is bright. Over $ 287 billion growth is expected during 2021-2025 for the global cloud computing market. Yet there are many myths surrounding the use of cloud solutions that prevent companies from taking benefits of cloud services. Even after twenty years, the use of cloud applications such as Infrastructure as a Service (IaaS), Platform as a Service (PaaS) and Software as a Service (SaaS) keeps coming up against it vague fears and rejection. It’s because, in addition to data security, access and control options also play a hugely important role. Cloud solutions certainly pose certain risks for companies and their data if not managed correctly. However, many myths are way much exaggerated. In addition, many risks not only affect the cloud, but also locally operated networks.

The following misconceptions about cloud computing prevent companies from taking advantage of the cloud and have made the acceptance of cloud services particularly difficult.

 

The company will lose control over its own data

Many CIOs and IT managers or administrators often feel that they will completely lose control of companies’ sensitive data and its management once it’s migrated to the cloud. Additionally, they also carry the fear of dependence on providers as the control over the server is also given away to the cloud provider. Overall companies are particularly concerned with the location of the data and a possible loss of control over their own data. But even though they have passed the operation and maintenance of servers into third-party hands, they are and will remain the sole owner at all times and can retain all rights and control over their data and can decide independently, depending on the services used, where the company-critical backup and archiving data is stored. Because administrators and those responsible for data no longer have to worry about small details such as updates or background processes, they can spend more time optimizing the infrastructure and suitable strategies for business growth.

 

The data is not safe in the cloud

For a long time, it was believed that cloud solutions are more susceptible to attacks than the company’s own IT. Cloud services, in themselves, are exceptionally secure. However, many companies are reluctant to cloud adoption and have huge concerns about cyber-attacks, data theft, and industrial espionage. Because there is no such thing as absolute security, more and more cloud providers are creating a secure cloud for their customers. Their business model hinges on preventing breaches and maintaining public and customer trust. Additionally, all cloud providers have to comply with stringent regulations and this requires them to put robust security measures in place, including the use of strict protocols and advanced security tools. Also, the latest data centers are equipped with various security measures and offer users a guaranteed high level of security for their data.

 

Migrating to the cloud is complicated

The companies’ IT departments are often considered to be busy maintaining ongoing day-to-day operations. They don’t have enough time or know-how to modernize IT operations through the cloud. They are persuaded that migration to the cloud will come along with additional requirements, will also increase the complexity of the IT infrastructure and administrative effort. BUT every cloud provider offers their support whether it’s before or during the migration and ensures that everything runs smoothly. The greatest advantages only become visible after the conversion and cloud automation of many tasks and processes, on the one hand, it relieves computer scientists in their everyday work as they no longer have to worry about updates, backups, archiving, or the complicated maintenance of IT systems.  On the other hand, it can meet the requirements of the specialist departments faster than conventional infrastructures.

A company that plans to move its applications from a data center to a large cloud platform, must check whether their applications are cloud-ready or need to be revised before the migration. Otherwise, they’ll end up paying a high price for a platform that they cannot take full advantage of.

 

Cloud is more expensive than the in-house computing

Cloud migrations are complex projects that quickly lead to unexpected costs. As with all operating costs, it is not just the monthly cost that needs to be considered, but also the total cost of ownership (TCO). The cost of going to the cloud depends on several factors such as license obligations, data center, and the company’s ability to control and optimize cloud consumption. The big advantage of the cloud is the flexible scaling and that you only pay for the capacities that you actually use. The up-front costs of cloud migration are often significant, but the longer-term savings usually dwarf that initial cost. Choosing the right provider and achieving more performance and lower costs requires know-how and experience with the multitude of services.

 

Almost every company knows how important it is to keep up with the times in the digital age in order to remain competitive. Cloud computing is playing a vital role in responding to the challenges of these unpredictable times. The cloud is seen as a tried and tested method to achieve the necessary flexibility and agility. It has proven to be an important driver of digital transformation.

 

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DevOps, Integration and Deployment- Why is this important and how to achieve results?

New technologies often have a hard time in the beginning. As always, a large number of doubters are contrasting to early users and adaptation. We still remember today the difficulties that VMware had with the acceptance of its virtualization concept in the early years, which increased in importance only after a few years and today plays a central role in IT.

 

A similar enlargement seems to be happening to DevOps at the moment. This technology stayed a hot subject for several years, but it has not arrived everywhere yet. But the willingness to use DevOps is growing steadily and the market is clearly moving upwards. Because as nowadays everything is changing faster and faster, existing applications must constantly be adapted, at an ever-increasing pace. Concerning the numbers of the present situation, the annual report of “State of DevOps Report 2017” reflects that the sum of employees in DevOps positions has doubled since 2014. Complications also often occur between developers and operational teams. The DevOps approach is a good way to overcome these problems.

 

What is DevOps? Well, more than a methodology for software development, DevOps is a culture, which is necessary to meet the current needs of companies in the development of software, websites, applications, etc. In the traditional model, the requirements for software were clear and carefully defined in advance. The definition of the product itself was also stable. The developers were responsible for the coding of the software, and the operational teams then had to implement it on the company’s systems or the web.

 

Sure, there are industries that are DevOps-savvy. Companies, for example, who have already taken the first steps in terms of digital transformation and develop their own applications and software. Meanwhile, companies that are still at the beginning of their digital transformation and do not yet run DevOps are asking themselves, “What is DevOps at all, what has Digital Transformation to do with it, and why do we need that?”

 

The Digital Transformation reveals internal company problems in DevOps implementation

 

The need for DevOps in itself arises only through the use of new IT technologies. The development and operational teams of the company that was previously completely independent of each other are brought up to work together. Optimizing this cooperation for the benefit of the company is the basic idea. IT is the ideal example for this. Traditionally, it has always been a stand-alone entity that ultimately provided only IT services to the rest of the company but otherwise had little intersections with other departments. Chronically overloaded, the IT of many companies had even isolated itself and developed a genuine hatred to many new IT-related requirements of the users, which was not seen as the core task of IT. Everything that was not part of the job of providing IT services was literally ironed out, for whatever reason.

 

At the same time, the value of digital applications has increased. The Internet in general, cloud computing, e-commerce, mobile apps, social media companies today offer companies many new ways to grow their businesses. However, the in-house IT is rarely responsible for the development of these opportunities, but they are mostly software developers who are employed in new in-house development departments and work more with marketing than with IT. This obvious gap between software development and IT operations teams is forcing the management of many companies to better integrate these departments in order to better implement innovative ideas.

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This is necessary because the current structure of collaboration between development and IT is a real drag: developers are motivated to provide new applications and functionality, but their responsibility ends when the software is handed over to IT operations. And the Operations team plays in software development so far anyway no role, but only in the provision. Thus, the goals for developers and operations are in many cases totally contradictory, and the lack of cooperation between the two has a strong negative impact on the development and implementation of IT projects involving both sides.

 

The goal of DevOps practices is to eliminate these issues so that companies can implement new, digital projects faster and better. Thus, any company that seeks to implement such projects as part of its digital transformation can benefit from DevOps.

 

How is DevOps implemented in practice?

 

Of course, implementing DevOps successfully in practice is easier said than done. Implementing DevOps is far more complicated than just putting together the initial syllables of two words. Also, it is not enough just to buy a new technology or platform to fix the problem. The implementation is rather on two levels, the organizational and the technological level. Both levels need to be planned as part of a company-specific DevOps integration to work seamlessly together.

 

The integration of development and operations succeeds on an organizational level as a company identifies processes and practices that make teams work together more effectively. Technologically, DevOps seeks to automate the process of software delivery and infrastructure changes. Once automated, processes take much less time out of the IT department and greatly accelerate the delivery of new software. With the extra time, IT teams can more actively focus on new projects, and development teams can dramatically shorten their development cycles. In order to automate processes and improve development, there are several DevOps platforms whose implementation can make sense.

 

DevOps – part of the Digital Transformation

 

A company’s IT can make an important contribution to the success or failure of an organization. An important role for the future of an organization plays in this regard, the digital transformation, which is often led by the IT but must also include other parts of the company. DevOps is one of the means to successfully implement the Digital Transformation internally, as it provides a way to seamlessly integrate all parts of the IT environment into one project. But it’s not just about technology, it’s about corporate culture and internal processes. Organizations need to reunite these three areas to be in the fast lane when it comes to digital transformation.

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