March 2022CIOAPPLICATIONS.COM6Copyright © 2022 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.March - 14 - 2022, Volume 08 - Issue 2 (ISSN 2644-240X) Published by ValleyMedia, Inc. To subscribe to CIO ApplicationsVisit www.cioapplications.com Managing EditorJoe PhillipSalesSebastian Jacobsebastian@cioapplications.comEmailsales@cioapplications.comeditor@cioapplications.commarketing@cioapplications.comEditorialThe Promise of ITIL4Many IT service management (ITSM) tools are outdated, built before the advent of self-service, automation, and modern architectures. Remote work and other pressures have added to the problem. But ITSM tools are rapidly catching up to these and other trends, experts say, and it's possible that some tools you already have may be incorporating the latest tech trends with more advanced features that could improve productivity and ROI.The pandemic created a sense of urgency about the need to adopt tools that can reduce the amount of labor required in labor-intensive IT service and support.The growing demand in non-IT services suggests that ITSM self-service solutions will likely evolve over the next year, he said. Currently, federal government agencies are beginning to make active changes, using traditional ITSM self-service portals to enhance their human resource services, modernize their knowledge and training capabilities, and provide vaccine management services to employees and citizens.The COVID-19 pandemic has had a severe effect on business operations and has created a necessity to enable and facilitate a hybrid way of working. With business teams being scattered, the employment of ITSM has become critical to provide seamless service delivery and to improve customer experience. With a self-service portal and automation powered by digital workflows, employees can resolve common issues by themselves and the IT teams can focus on more value-adding tasks.On the other hand, cyber-crimes have increased exponentially with the adoption of artificial intelligence and machine learning technologies. Cybercriminals are penetrating targeted systems by using AL and ML in their malware programs. This has persuaded organizations to shift focus on security and eliminate potential vulnerabilities using AI security. ITIL4 also recommends specific organizational systems and procedures for risk management and data security to mitigate security threats and guarantee compliance to standard security practices.While technology is fueling ITSM growth, the industry needs people to succeed. ITSM will need more skilled and capable professionals than ever to lead organization change through new technologies like AI and automation.Let us know your thoughts.Joe PhillipManaging Editoreditor@cioapplications.comJoe PhillipGraphics & ArtEditorial StaffBen JacksonDaniel HolmesEzra BenjaminSoham SanyalRose DcruzSenior WritersClara MathewLeah JaneRoyce D'SouzaAsher BlakeDisclaimer: *Some of the Insights are based on our interviews with CIOs and CXOs
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