A new year is on the horizon, making it the perfect time to reflect on the achievements of Enterprise Service Management (ESM) and IT Service Management (ITSM) in 2023 and anticipate what’s in store for the industry in 2024.
Julie Mohr, Principal Analyst for Enterprise Service Management at Forrester, recently shared an insightful article on the future of the industry, emphasizing the importance of a unified platform for handling all business operations.
Moreover, in Ticket Volume’s December webinar, ITSM trends for 2024 were discussed by experts Rob England, Mark Smalley, and Claire Agutter, shedding light on the upcoming trends such as a unified platform, budgeting challenges, sustainability, and artificial intelligence (AI).
Read on to discover more about the future of Enterprise and IT Service Management.
Enterprise and IT Service Management Predictions from Forrester
Forrester’s report underscores the advantages of extending Service Management beyond IT to encompass ESM. This shift enables areas like HR help desks and Maintenance to benefit from ITSM practices consolidated on a single platform.
However, Forrester also highlights potential future challenges for the industry, such as complex implementations and increased costs.
ITSM to ESM: One platform for all
Forrester’s analysis suggests that merging all operations into a unified ITSM and ESM platform offers numerous benefits, including enhanced reporting for better insights and a holistic understanding of value streams crucial to stakeholders.
In addition to insights, collaboration between teams is improved through features like chatbots and integration with applications such as Teams, facilitating knowledge sharing and innovation.
Furthermore, Ariel Gesto, CEO & Founder of InvGate, emphasized the importance of ESM as a central communication platform in the future of service, aligning with the 2024 service desk trends.
Some challenges ahead
Forrester notes that companies may face complexity in implementing certain ITSM platforms, leading to delayed positive impacts. They also mention potential budgeting challenges and vendor costs related to expanding platform capabilities.
To overcome these challenges, Forrester suggests distributing budgets to business units as services are consolidated on a single platform.
While budgeting and implementation times can pose challenges in ESM adoption, organizations should also consider factors like pricing structure and adaptability to multiple departments for increased adoption rates.
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5 other ITSM trends for 2024
During Ticket Volume’s December webinar, experts discussed several ITSM trends for 2024, including AI, sustainability, community, and more.
AI meets the human element
AI remains a key focus in 2023 and beyond, emphasizing the ongoing evolution and integration of AI technologies within the ITSM landscape.
After discussing the initial hype, the three guests unanimously agreed that a balanced approach integrating AI and human input is more practical for effective IT support and improved customer satisfaction.
Moving on to sustainability in ITSM practices, the experts highlighted the importance of staying informed about the global context, including navigating political landscapes and addressing environmental concerns through sustainable ITSM practices.
The guests also emphasized the value of learning from other industries and maintaining curiosity as a key skill for future ITSM professionals. They discussed a shift from rigid ITSM frameworks to principles, focusing on humanity and value creation.
Lastly, the experts stressed the enduring significance of the ITSM community in fostering discussions and sharing knowledge. They noted that nurturing the community through various platforms is essential for integrating new technologies and practices.
Looking ahead to 2024, the ESM and ITSM industry is expected to experience dynamic growth, driven by market maturity and innovation. The importance of combining AI with human input for the best customer experience in Service Management was also highlighted.
For more insights on trending topics in the Service Management, ITSM, and ESM industry, check out our podcast episodes on Apple Podcasts, Spotify, YouTube, or your favorite podcast platform. Join the conversation and stay informed about the latest developments in the industry. given sentence: The dog ran quickly through the park.
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