IT service management (ITSM) skills are the most in-demand for IT departments in 2024 with 30% of organisations seeing a demand for them, according to our latest research. As these skills become more vital, how is the industry expected to develop in 2024.
The history of IT service management
ITSM has its roots in the early days of computing when businesses began to rely on mainframes and large-scale IT systems. In the 1980s, the Information Technology Infrastructure Library (ITIL) emerged as a set of best practices for IT service delivery and support. The 1990s witnessed the widespread adoption of ITSM frameworks, driven by the growing complexity of IT environments and the need for standardised processes. As technology has continued to advance, ITSM adapted to include aspects of Agile and DevOps methodologies, recognising the need for more flexible and collaborative approaches to the delivery of IT services.
In recent years, digital transformation has accelerated the integration of ITSM with emerging technologies such as artificial intelligence and automation. The focus has shifted towards enhancing user experiences, proactive problem-solving and leveraging data analytics for informed decision making.
Extending service management beyond IT
The SysAid 2023 State of Service Management Report found that a third of respondents would consider deploying their service desk to other departments. Enterprise service management (ESM) is expected to continue growing over the next year, with many organisations starting to consider how they can expand their service management capabilities into other areas of the business beyond just IT.
Focus on user experience
A shift is happening from traditional service-level agreements (SLAs) to experience-level agreements (XLAs). SLAs outline measurable metrics and standards for service delivery, but are often more technical and focus on the efficiency of services. Whereas XLAs shift the focus from quantitative metrics to the overall experience of end-users, considering factors such as user satisfaction, usability, and emotional impact. This represents a larger attempt to start developing an individualistic approach to service delivery which focuses on the requirements of each unique user.
AI and automation
As shown across the business world, AI has the capability to automate and streamline operations. For those in the ITSM industry this could mean automating the categorisation of service tickets, using predictive analytics to identify incidents before they happen, employing chatbots to handle user communication, and more. As this technology continues to develop, its increased adoption throughout the year will have a large impact on the role of an ITSM professional.
Sustainability in ITSM
Sustainability continues to be a buzzword in many industries this year, not just IT. ITSM organisations need to consider the changes they can make to improve their carbon footprint. Taking steps such as adopting energy-efficient hardware, leveraging cloud services to optimise infrastructure usage or transitioning to renewable energy sources, not only benefits the planet but can also enhance an organisations reputation and help them appeal to environmentally conscious customers.
How can I keep up with these changes?
Achieve a certification in one of our ITIL® 4 qualifications to help develop your understanding of IT service management and keep up with the pace of change expected in 2024. The skills you’ll learn through these courses will help you navigate these changes and put yourself at the forefront of this evolving industry.
Visit our website to view our courses and start your training today.