People who work in IT service management (ITSM) and service desk roles seem to always be in need for relevant information. There’s no surprise – useful and up-to-date data helps them improve, optimize, perfect their product, and sometimes simply confirms they are moving in the right direction. And the ultimate question all the ITSM specialists crave to know the answer to is the following: which are the key areas for help-providers to focus on in 2018 (and beyond)?
We’ve selected five topics we feel would be the most important in 2018:
1. Automation
2. Artificial intelligence (AI)
3. Digital transformation
4. ITSM “advanced” and CX
5. DevOps, ITIL, metrics, and self-service
As you can see, Agile left two of the hottest “IT media” topics – AI and digital transformation behind. Tomorrow we are going to discuss the relevance of Agile automation in greater detail.
