Who could have predicted what would happen to IT Service Management over the last five years? IT leaders certainly didn’t see COVID when they looked into their crystal balls. At the back end of 2017, the challenge of rolling out DevOps was on everyone’s lips, self-service started to gain real momentum and the ITSM model took hold across organisations under the guise of Enterprise Service Management. By bringing development and operations together, DevOps brought unprecedented levels of speed in developing and deploying apps and software. Words like ‘rapid delivery’, ‘reliability’, ‘scale’ and ‘improved collaboration’ were just some of the ways people described this now industry standard way of doing things.
In every aspect of our lives, inside and outside the workplace, self-service has become the dominant culture. It saw us swap bricks for clicks when it came to shopping. We ditched visiting the bank for an instant online alternative and even bypassed the grocery checkout for a faster self-scan alternative. As employees or leaders, we lapped up the ability to self-serve on our terms! But five years on since those trends took hold, what does ITSM look like now? What are the big challenges that we must take on today?