What to Expect on the IT Service Management Landscape in 2021?
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What to Expect on the IT Service Management Landscape in 2021?

By CIOReview | Friday, June 18, 2021

Cybercriminals use AL and ML in their malware programs to break into targeted systems. This has persuaded enterprises to turn their focus to security and use AI security to reduce potential risks.

FREMONT, CA: Information Technology Service Management (ITSM) is a prevalent issue for those in charge of IT infrastructure. And, as a result of the massive shifts seen over the last year, there have been some new advancements that highlight where the industry is headed.

For the past few years, ‘automation’ has been all the rage, but it is now more relevant than ever. Then there’s ‘digital transformation,’ the term for 2021, which results from all firms’ growing levels of digitization. Is there going to be more developments based on the same concepts? Or is it something entirely different? Have a look below.

Digital Transformation

The COVID-19 pandemic has had a significant impact on company operations, necessitating enabling and facilitating hybrid working. Technology today plays a critical role in ensuring business continuity and gaining a competitive advantage in the future. Digital transformation is a major business priority for many CIOs in 2021. Because business teams are dispersed, using ITSM to enable seamless service delivery and improve customer experience has become crucial. Employees may fix routine issues on their own using a self-service portal and automation enabled by digital workflows, allowing IT teams to focus on more value-adding tasks.

Artificial Intelligence-driven automation

Automation has been widespread for some time, but now that it is being utilized in conjunction with Artificial Intelligence (AI), it has become the most relevant topic. Organizations have already begun adopting AI and Automation to support remote employees better and make work more productive. Consider the following scenario:

  • By handling requesters with known concerns, chatbots reduce the workload of IT specialists.
  • Before even raising a ticket, requesters can use AI-powered smart suggestions to find solutions in the knowledge base.
  • The way tickets are assigned to technicians is being improved by AI.

AI Security

With the development of AI and Machine Learning (ML) technology, cybercrime has skyrocketed. Cybercriminals use AL and ML in their malware programs to break into targeted systems. This has persuaded enterprises to turn their focus to security and use AI security to reduce potential risks. To mitigate security threats and ensure compliance with standard security standards, specific organizational systems, and procedures for risk management and data security are recommended. Accordingly, implementing a cybersecurity mesh is one of the top technology goals for businesses in 2021.