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Evan Carlson | January 13, 2020

4 ITSM Trends to Keep up with in 2020

With 2019 already behind us, 2020 has everyone thinking “what’s next?”, especially when it comes to technology and people that make ITSM possible. Changes in ITSM can span across multiple years and trends that have been simmering for some time—like artificial intelligence technologies—might start to boil up beyond the hype.

Here are 4 ITSM trends that might have been on your wish-list that you should start implementing in 2020.

Trend #1: Artificial Intelligence Technologies

AI applications in the consumer world are becoming more common and adoption continues to rise in the B2B space. IT and business leaders are talking more about AI technologies but have challenges when it comes to developing and implementing the right AI applications for ITSM tools. This is why we should look at specific AI technologies than supplement ITSM rather than AI as a whole.

For example, conversational AI, which powers messaging applications like chatbots, can automate intelligent conversations between your customers and virtual support agents. As conversational AI becomes more popular it will lead to the production of more real-life use cases that help demonstrate the business value of AI technologies in the service desk, including chatbots, virtual agents, and intelligent automation. 

Trend #2: Enterprise Service Management (ESM)

Enterprise Service Management is becoming a more common practice, but it is essential for organizations to focus first on understanding the full range of ITSM tool capabilities in order to leverage them outside of the support role and into other departments within the organization.

This will not only be essential for applications such as employee onboarding, facilities or asset management, but will help free up time in your IT service desk so that they can prioritize on high-value issues.

Trend #3: Customer and Employee Experience

Customer and employee experience has always been a prevalent topic in the IT Service Management world.

Many organizations are leveraging advanced technologies, including conversational AI and intelligent knowledge management systems, to increase productivity and efficiencies in ITSM. This and the use of shift-left strategies, such as using self-help technologies to automate processes, will be critical when it comes to delivering optimal customer and employee experiences.

Trend #4: Employee Wellbeing Prioritization

Although something that goes beyond ITSM, focusing on the overall wellbeing of employees, whether this is at work or in their day-to-day lives, is something that IT managers seem to be prioritizing more.

In the ITSM.tools “wellbeing in ITSM” analysis from 2019, 71% of the survey respondents mentioned that working in IT has adversely affected their wellbeing to some extent. When it comes to people, it is important to provide them with the right work environment that will not only make them more productive but will take care of them in the long run.


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Evan Carlson

Evan Carlson joined EasyVista in 2010 as the first employee in North America. He is currently the Chief Revenue Officer responsible for revenue growth and profitability across marketing, sales, services, support and customer success. Carlson previously served as VP of Sales at EasyVista to establish and grow the business with empowered teams, innovative sales strategies, and long-term customer relationships. Before EasyVista, Carlson held leadership roles for technology vendors including OPNET, Optinuity (acquired by CA Technologies), and Visual Networks (acquired by Danaher Corporation).