Latest Trends in IT Service Management

View all blog posts under Articles | View all blog posts under MBA

Latest Trends in IT Service Management

The evolution of technology shapes not only our current view of the world but also how we will approach the future. Consequently, we do well to take yearly snapshots of trends that bridge gaps between present technologies and future ones. Let’s do so in the field of Information Technology Service Management (ITSM).

Many belonging to the industry were surprised by changing trends that became evident in an EMA research on the future of ITSM conducted in 2015. Although most have been around for some time now, these shifts are more significant in 2015 due to the considerable lead-time it has taken corporations to adopt new technologies, thinking and practices.

Increased Automation

A big chunk of overall IT costs comprises the expense of personnel for corporate data and services operations. As the use of cloud services increases, people costs will steadily reduce. However, human interaction needs to be further reduced from data centers and operations in order to cut costs and enjoy benefits such as minimal human errors and faster service delivery. As the year progresses, corporate IT organizations are extensively adopting automation tools such as Chef and Puppet to achieve business value and cut costs. In fact, according to EMA studies nearly 60 percent of ITSM related industries are ramping up plans to increase investments in automation during 2015/2016.

Continued cloud adoption, with growth in hybrid cloud

IT services are widely being moved to third-party cloud service providers. Security concerns are still a reality in 2015, and extensive media coverage of every data breach only adds to that. However, two issues regarding cloud adoption will become more relevant for enterprise – service availability and integrations.

The hybrid cloud will become increasingly popular when companies looking to enjoy the benefits of public and private cloud services will save on cloud costs, avail flexibility and scale advantages and simultaneously meet internal and external requirements for governance.

Additionally, cloud and mobile computing solutions will increase in prominence; even to the point of being mainstream. People with knowledge of cloud service delivery and supplier management will be sought after by companies, thereby increasing the demand for IT management.

IT devices connected to a cloud icon

The need to manage more complex IT supplier environments

When corporations opt out of failed outsourcing deals that didn’t deliver the expected results of cost saving, innovation and improved services, the necessity for integration capabilities will be highlighted and will rise during 2015. These are usually called multi-sourcing services integration (MSI) or service integration and management (SIAM).

Not only will this apply to larger organizations that will replace suppliers they had previously outsourced, it will also be applicable to smaller enterprises for portfolio management of third party service providers. Investment in people with the necessary skills, relevant technology and renewed management methods will be required by companies due to SIAM.

The BYO epiphany and mobile pervasiveness

At this point, IT corporations will realize that it is actually their failure to meet user and stakeholder expectations pertaining to usability, agility, service and cost that drives Shadow IT, BYOD and the likes, and not cloud service providers or consumer IT.

The true reason for consumer discontent over IT supply has been hidden behind talks of “consumerization of IT” that revolve around consumer gadgets for a decade, until now. Corporate organizations should now evolve to emphasize consumer expectations from IT services and the way they are consumed. Improved mobile apps will be essential to meet the demand for services and data access anywhere and anytime, and for work-related uses of personal devices.

BYOD needs to be approached more intelligently, along with improved app designs and services. Data segregation is a real security issue which needs to be addressed and reconsidered so that business and personal data may remain separated on a single device.

Big data insights

More than the technology for big data itself, the more immediate issue in 2015 will be finding personnel skilled with big data. People with skills for analytics and developing new data structures must be available to manage real-time input and unstructured data. Decision making processes, service availability, customer insights and product innovation will also require overhauling to avoid the disruption in IT operations and business by big data.

Lastly, the trend to emulate and be inspired by huge IT operations will continue in 2015, with companies being fascinated by the use of DevOps methods and cloud technologies on a large scale by IT giants like Facebook, Google and Amazon.

Company owners will demand the same level of service, unit expenses, agility and customer support and experience as these corporations from their IT departments, but in vain. It is unlikely that these businesses will rise to the same heights in the coming few years, but that won’t prevent stakeholders from raising their expectations from IT professionals to an unrealistically high level.


Drogseth, D. N. (2015). What Is the Future of IT Service Management? Enterprise Management Associates (EMA).

High, P. (2014). Top 10 Strategic IT Trends For 2015. Forbes.