What Will ITSM Be Like in 100 Years?

It is an unknown territory to speculate or predict on what the future has in store for corporate IT companies and those working there. According to a popular global IT survey conducted to chalk out and gauge what really the ITSM professionals were thinking pertaining to potential future ITSM challenges and also the opportunities that lay ahead, there were 10 questions that were mainly asked & addressed dispersed across five separate areas-

  • Working in the IT environment
  • Impact of Politics on IT staffing
  • New technology
  • Best practices
  • Fulfilling service expectations

The following outcome was derived out of the survey:

  • 82% believed that working in the IT sector would become way more challenging than what it is now.
  • 72% of ITSM professionals have the feeling that their efforts are not adequately acknowledged and recognized by the management.
  • 63% of the respondents believe that the prevailing worldwide political scenario is affecting IT recruitment very badly.
  • 62% of the respondents opined that the changing political situation will be making future recruitment into IT all that more difficult.
  • 08% f ITSM professionals had a negative feedback of the cloud technology owing to the widespread February 2017 outage.
  • The promulgation of AI (Artificial Intelligence) in IT has been witnessed as a job killer in Information Technology (IT) by 16% of ITSM professionals.
  • 24% of ITSM professionals hold the opinion that prevailing ITSM best practice frameworks have been able to keep up with changing business and IT landscapes.
  • 70% of respondents think that the involvement of ITSM personnel in their organization’s DevOps activities has been rather insufficient.
  • 57% has the feeling that their IT department meets and exceed expectations when compared to services, support and customer service that are provided by companies of the consumer-world.
  • 77% of ITSM professionals believe that there is still a lot more that needs to be done for meeting the expectations of millennial employees.  

Working in the IT environment

Working in the IT environment is always challenging, irrespective of the role you are fulfilling and the position you are working in. The corporate mandate of IT department of doing more with less has been there for the past decade or so at least with increasing business complexity and technology, IT skills shortages, security issues, etc. posing more and more challenge to the already challenging environment. So the question that verily pops up is that is IT life getting difficult and what is the extent of that difficulty amidst which the IT employees and staffs are suppose to survive? Another question that too demands definite attention is that how are the employees working in IT getting recognized and rewarded for fulfilling these extra duties that they are now suppose to discharge in their roles?

With the pursuit of getting the answers to these aforementioned questions, the inaugural ITSM survey asked a number of questions:

  • Will working in corporate IT become tougher in the next 3 years? - While 82% of the respondents said yes to this, it was only a meagre 15% who thought differently.
  • Are your personal efforts duly acknowledged by the management and the value you add to the business of your company get recognized? – Only near about 23% of the respondents are fully satisfied over the fact that their efforts are valued and get adequate recognition from their higher management and the company at large. Around about 50% of respondents believe that their efforts are recognized only at times i.e. rarely and not all the time. Again, 25% of the respondents are not at all satisfied and feel let down when it comes to getting recognition for their performance.

Impact of Politics on IT staffing

Immigration policies are playing a crucial part in political policies and voting and that too on a global scale these days. Instances of this are:

  • The restriction of the Australian government on what are the types of jobs that can be filled up by foreign workers
  • The vote of United Kingdom (UK) to leave the EU (European Union)
  • The victory of the Republican in the United States (US).

The first staffing question that was asked was:-

Is the present local and global political scenario affecting IT recruitment in a substantive way? – Near about two-thirds of respondents gave their opinion that the current local and global political scenario is affecting IT recruitment adversely. Amongst these, some roles were seen as more affected than the others.

The follow-up question was as follows-

Would the changing political scenario make future recruitment in IT more difficult? – 23% of the respondents felt that the changing political scenario would be making future recruitment more and more difficult globally. 40% felt that in some particular geographical areas there would be this affectation whereas 27% didn’t think that the current global and local political scenario would be having any effect on recruiting key IT staffs.

New Technology

One cloud failure affecting a number of popular consumer and corporate formed the outline for the survey's fifth question, which asked:

As per your knowledge, did the AWS S3 failure of February 2017 affect the position of your company on cloud? - Although 47% of the respondents felt that it didn’t have any negative impact on their company, however, nearly 25% of them opined that it got them thinking on their toes.

In your opinion, will the implementation of AI reduce the number of IT staff employees in the next 3 years? - 45% of respondents felt that it would reduce the number of IT staffs considerably and 15% felt that the decrease of staff employees as a result of the introduction of AI would be rather drammatical by 2020.    

ITSM Best practices

The evolution of ITSM best practice is a very interesting area to discuss, dissect and investigate.

The first of the best-practice question to be asked was:

Do you think that ITSM best practices have been able to keep up with changing technology and business landscapes? – While only about close to 6% of the respondents are not bothered by it, 14% of the respondents believe a complete overhaul in this matter is absolutely needed and 25% believe that ITSM has been successfully able to keep up with the changing technology and business landscapes.  

The second best-practice question inquired-

How much ITSM has been involved in your company’s DevOps ambitions and activities? - There’s no denying the fact that DevOps is getting increasingly popular. As many as 70% believe that there has been very scanty involvement of ITSM personnel in their organizations DevOps ambitions & activities while only 13% are convinced that the involvement of ITSM in their company’s DevOps ambitions & activities have been fully satisfactory.   

Meeting Service Expectations

The questions that were asked in this connection are as follows-

To what extent do you think that your IT department is capable of meeting employee expectations when compared to consumer-world companies? – The responses garnered in this context was quite interesting and to some extent pretty surprising as well with 29% of the respondents thinking that their IT department is capable of delivering better support, services and customer support as against consumer-world companies. And 28% of the respondents believe that the services that they offer and deliver are almost at par with that of consumer-world companies. Again, there were about 40% respondents who thought that they were lagging behind in this aspect than the consumer-world companies.

The final question that was being asked was -

Is your IT department prepared to meet the expectations of the increasing number of millennial companies? – 48% of respondents think that there is room for improvement in certain areas while 15% feel that improvement needs to be made in all departments. 29% believe that there is nothing to improve upon as such.

To conclude, ITSM would be both challenge-ridden and opportunity filled in the upcoming years.  

Related Articles