In this episode Pasi interviews Stephen Mann, who is the principal and content director at ITSM Tools. ITSM Tools is a website dedicated for ITSM topics from ITSM.tools. Pasi and Stephen discuss the latest trends in the ITSM industry - what is currently working and what to look for in future.
Stephen recently conducted a new research article called 2020 ITSM Trends. This research has been created through conversations with a variety of different people giving their ideas and inputs on what they thought would be the most important things for their customers and organizations to address in 2020.
This research is a summary of the conversations that took place, involving 18 people from IT service management tool vendors, and two analysts from support professional membership organizations (SDI and HGI).
Apart from the expected subjects, such as AI and Digital Transformation, the research found that employee experience and focusing on value were key topics.
There can be some confusion on what employee experience actual means as the term becomes subjective depending on your position, for example whether you are a vendor, employee or customer. However, the key finding here is that the focus is on experience.
Something that was mentioned very little in the Trends report was XLAs. Stephen claims however, that this is due to there being very little information available on XLAs or even case studies for people to take example from.
Stephen says "While it pains me to say it, we do tend to be in a community or an industry that likes to see A) that it's worked somewhere else before and B) here are some examples that you can move along."
If there was more information available on XLAs, as well as more on how to determine what's valued within the organization, and how to measure it with suitable metrics or KPIs and targets, then there would be stronger conversations around XLAs, claims Stephen.
If you would like to find out more information on Stephen, ITSM.tools or the 2020 ITSM Trend article mentioned in this episode, then please find the relevant links below:
