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At the end of the year, it is always good to look back at the events that formed Service Management and in the context of these events try to determine trends for the next season.


Every year in Slovakia, trends in Service Management are given by the annual conference itSMF Slovakia. At the beginning of 2018, the largest conference ever took place in its history. The conference was attended by nine international speakers, out of which 7 were in the “Top 25 Thought Leaders in Technical Support and Service Management for 2017” in 2017. The conference focused on linking IT and business as well as new approaches such as DevOps, IT4IT ™, Cynefin were presented.

Also, for OMNICOM, 2018 was a year of new Service Management approaches. We launched the DevOps, IT4IT ™ and VeriSM ™ courses, which were new not only in Slovakia. Worldwide, 2018 was a year of new approaches and methodologies, respectively, updating existing ones. In addition to the above-mentioned approaches, the C0BIT 2019 was issued at the end of 2018, the ISO/IEC 20000 standard was revised and the ITIL® update was announced which will be labeled ITIL4. In the area of consulting, we have successfully implemented projects not only in ITSM but also strategic advisory, support for transformation of organizations, optimization and automation of business processes.

At the same time, the world of Service Management resonated with topics such as the use of AI and Digital Transformation. In some cases, however, they have set unrealistic expectations without specific benefits for customers.

It is hard to predict what next year will be in the area of service management. However, some trends can be predicted:

  • The new methodology is more "cool". We will replace one methodology with another - We have met this year with a poor understanding of new approaches and methodologies and their mutual impacts. For example, initiative to replace ITIL® for IT4IT ™. Or the view "Agile is the only good approach and the whole company will be Agile". Companies are likely to struggle with which approaches and methodologies are appropriate for their needs.
  • Demolition of the "silos" effect - DevOps, agile approaches and even the new ITIL4 are trying for better collaboration between teams and organizational departments. Many companies will transform their organizational structure because they find it one of the biggest challenges for better and more efficient management and service delivery. But as Jarek recommends: "Let's all be Spotify! But corporate agility is not squads and Scrum. "
  • Digital Transformation - Gradually, more and more organizations that have managed to implement at least the basics of IT Service Management will also apply these principles to other areas such as personal services, procurement and building management, so we will talk about ESM (enterprise service management). And expansion will continue not only to internal services only, but increasingly to the services that the organization provides to its customers, as well as the fact that companies that have been product oriented, due to new trends like IoT, are gradually transforming from product sales into providers services.
  • Technological Debt Removal - As a result of managing IT as a necessary business-to-business cost with a single KPI, "save, no matter what it costs", many companies and IT departments have a disproportionately high technological debt that is often several times bigger than annual IT CAPEX costs. This is why were many initiatives that have previously tried to save IT costs, for example, the transition to cloud services has been implemented only partially and thus with minimal benefits or even increased costs in other areas (security, integration, etc.). Technological debt often touches upon the use of old, often unsupported, ITSM versions, respectively SM tools that instead of supporting greater Service Management efficiency do the opposite. Many organizations then end up with parallel Excel records, duplication of work and the impossibility of introducing any process automation.
  • Experimenting with new technologies - IoT, AI, automation, and the like are not added value but rather a means of achieving higher added value. Many organizations do not know where and with what impact new technologies can be used. Therefore, projects will be developed to experimentally verify the impact of these technologies on business. However, for such projects, the organization must be prepared and the agile principles of project management and overall digital transformation of the organization need to be used.

Of course, every organization is unique and therefore the challenges in 2019 will be unique for every organization, respectively, the way they will cope will be the specified by conditions of the organization. We wish you a successful year 2019!

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