2020, the time in the far future when humans and robots roam the world is a symbiotic dystopia… OK hang on, isn’t 2020 in 3 years’ time? If so where’s my pet robot dog, my flying car and personal AI that can hold meetings for me to free me up to concentrate on futuristic things?
Ok so the pace of technology change and adoption is like nothing we’ve ever seen but I don’t think we are going to exist in a blade runner-esque world quite so soon, hell I’ll hazard a bet we still have companies with manual asset management systems!
What does a future IT Service Management professional look like? What attributes do they have? What are the killer skills they need, and possibly more importantly where do they focus?
[su_quote cite=””]in 2020 we know the world will be different, hopefully, we will see a broader range of skills and capabilities in the ITSM space, with focus on technology outcomes driven by a hybrid of human and technology-driven capabilities.[/su_quote]
It’s IT Jim but not as we know it!
There are many camps in the world, and different organisations adopt a range of varying models to deliver technology services. The main consistencies I’ve seen over the years are certain features that remain common, mainly being the service desk function. On top of this, a group of supporting service operation and service transition processes and process owners exist.
Slide left into service design/service strategy (or right into CSI) and you may find a number of gaps. If we take a DevOps perspective, we are seeing a number of orgs (not all, I’ve not worked with any unicorns to date) remove silo’s and adopt a model where a broader range of skills and capabilities are taken onboard by IT staff (e.g. if you build it, you have to run it).
So, what does this look like in the future? Is the change manager dead? Do we even need a service desk? Who are these DevOps engineers anyway?
So here are some of my future predictions around the IT Service Management pro of the future!
ITSM is dead, long live ITSM
Service Desks will be multi-channel, augmented and require more advanced skills
As organisations adopt next-gen technology, AI, automation and break their status quo operating models to cater for a digital world, I can see there being a far greater meld of man and machine in this space.
Automation and AI will be the standard
In 2020 organisations will have both active and passive agents feeding real and semi-real-time data into centralised management systems, machine learning will be leveraged to drive management information insight to the business so that technology decisions can be made. With information and IT’s fingertips, new cross process roles will be commonplace. Understanding business context and data insights will be the norm for the ITSM pro.
Communication is still key
Having good communication skills is essential, from board meetings through to technical lingo filled huddles, it’s important to be able to articulate business context, requirement, motivate and facilitate to really drive through meaningful technology driven outcomes.
Digital is the new currency
Or perhaps currency is digital in 2020, however, I digress. In this sense of capability, I’m referring to the use of digital methods, models and approaches to deliver technology services. The ITSM pro will be a digital native, able to recognise how to combine human and machine elements to plan, design, deploy, operate and improve business services.
Understanding the technology landscape
In 2020 the ITSM pro will have a greater understanding of the technology landscape, leveraging people, process and technology in modern advanced ways (leveraging cloud services, AI, machine learning, orchestration and automation services) to reduce overhead on routine tasks, creating effectiveness and letting humans concentrate on complex and creative tasks.
So, in summary, in 2020 we know the world will be different, hopefully, we will see a broader range of skills and capabilities in the ITSM space, with focus on technology outcomes driven by a hybrid of human and technology-driven capabilities. The robot uprising may come one day, but in 2020 the ITSM pro will work both sides to continue to improve technology service delivery excellence.
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