April 2021CIOAPPLICATIONS.COM6Copyright © 2021 ValleyMedia, Inc. All rights reserved. Reproduction in whole or part of any text, photography or illustrations without written permission from the publisher is prohibited. The publisher assumes no responsibility for unsolicited manuscripts, photographs or illustrations. Views and opinions expressed in this publication are not necessarily those of the magazine and accordingly, no liability is assumed by the publisher thereof.April - 19 - 2021, Volume 07 - Issue 05 (ISSN 2644-240X) Published by ValleyMedia, Inc. To subscribe to CIO ApplicationsVisit www.cioapplications.com Managing EditorJoe Phillip*Some of the Insights are based on the interviews with respective CIOs and CXOs to our editorial staffSalesSebastian Jacobsebastian@cioapplications.comEmailsales@cioapplications.comeditor@cioapplications.commarketing@cioapplications.comContact UsPhone: 510.330.5174Fax: 510.894.8405EditorialTowards the New Normal of IT Service ManagementLike many sectors, the IT service management industry has been affected by significant changes in 2020, particularly due to the COVID-19 pandemic. Many of the changes brought about by this unprecedented situation have given rise to new trends that will have an impact on the future of ITSM solutions. It seems to have been a long time coming, with the concept of digital transformation now at least ten years old. But now the initial and ongoing adverse impact of the global pandemic has pushed it up business agendas, including for the organizations that have so far avoided its opportunities. Of course, there are other ITSM trends for 2021 but there's no doubt that digital transformation is the one that's at the front of the minds for many right now. A major benefit of an ITSM solution is enhancing access to IT Support. The future of ITSM and IT operations will bring the expansion of IT support, and the framework of ITIL will enhance the ability to provide consistent support. ITSM will become the default way to reach the IT department over traditional methods, like email or phone calls, and the move to self-service integration will bring forth a greater shift-left initiative, allowing IT to provide more in-depth support for the problems that cannot be resolved with self-help. Ultimately, this will bring forth better and more thorough IT experience utilizing the same number of people and resources.Further, service desks will be embracing automation in the years to come, freeing up time for service desk staff to focus on providing excellent service to their customers. The Covid-19 pandemic emphasized that, regardless of any technological advancements you might implement, the key to providing service excellence is to have happy and healthy service desk staff. In some respects, there is much that remains to be seen for 2021 and beyond, but one prediction that will ring true regardless of what happens in the next year is the growth of the digital revolution. As employees remain working remotely, the need for an enterprise-wide solution will only grow.Let us know your thoughts.Joe PhillipManaging Editoreditor@cioapplications.comJoe PhillipGraphics & ArtEditorial StaffBen JacksonDaniel HolmesEzra BenjaminSoham SanyalRose DcruzSenior WritersClara MathewLeah JaneRoyce D'SouzaAsher Blake
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