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ITSM solutions: trends for the year ahead

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March 1, 2016

Looking ahead…

The beginning of a new calendar year offers many opportunities to initiate discussions about what may or may not happen in the year ahead.

In this blog I’d like to explore what, in my humble opinion, could be areas for ITSM players to pay attention to in 2016. We’ll also take a look at how azanda solutions may be able to help.

Here’s what comes to mind as my main ITSM trends for 2016.

Extension of the traditional ITSM remit


Over the years organisations have predominantly focused on service desks, learning to master a number of processes including service requests, incidents and problems. While this is far from a recent phenomenon, lately we’ve seen a growing need to bank and share these learnings across different teams within the organisation.

This need to share knowledge is becoming more and more relevant as financial budgets continue to freeze, or even shrink. An important factor for knowledge sharing success lies in the choice of platform, which needs to allow for agile application development and business process automation.

azanda ITSM solutions, for example, are engineered to cater for globally scattered, multifunctional teams, and are built on the robust, flexible and resilient Atlassian platform to fully support the needs of this growing business need.

The evolution of agile and scrum


Among development teams, agile and scrum are both, well-known and widely used methodologies. Back in 2001 the agile manifesto featured four important values, and these are as relevant today as they were the day they were released. Today there are a number of ways in which agile can be synergistically used during an ITSM implementation via the use of sprints.

The provision of small pieces of functionality periodically over an agreed period of time (i.e. project phases) versus one-off delivery after many frustrating months (if not years) is certainly appealing. It’s little surprise, then, that organisations are quickly buying into it. This is also something we’ve taken onboard with azanda ITSM solutions, which are delivered via an agile methodology.


itsm_automationInstinctively, organisations don’t only tend to automate highly manual processes over time, they also simplify repetitive tasks.

Basically, anything that’s routinely executed and prone to inefficiencies can be automated. This makes perfect sense, as automations can bring significant benefits to a business – including reducing errors and securing standard ways of executing tasks. Automation can also free up time for agents so that instead of undertaking routine tasks they can focus on things that really matter, speeding up the service.

azanda solutions, for example, are built with configurable and expandable automated business rules that are customer, rather than technically, focused. The benefits of this include reducing the business impact of incidents, guaranteeing higher service availability and improving governance… and that’s just for starters!

The growth of DevOps

itsm_devopsThis is an established movement that we, as ITSM practitioners, shouldn’t dismiss – in fact, I daresay that we ought to give this area more time and attention. DevOps focuses on a very common challenge in IT organisations – responding to a need to quickly go to market with sufficient reliability and stability. To successfully achieve what DevOps is after, a clear, flexible and capable set of business processes must be in place that underpins and defines how all the teams involved should work together. This is where I see a synergy between ITSM/ITIL practitioners evolving.

The Atlassian ecosystem is built on an integrated platform that provides straight-forward bidirectional communication at ticket level between development, operational and business teams. azanda ITSM solutions bring the business process guidance and pre-configured capabilities for the ultimate synergy effect.

The knowledge base

itsm_kbThe last (although certainly not the least) of the trends I’d like to comment on is the idea of the knowledge base.

Many years ago the term DIKW (Data, Information, Knowledge, Wisdom) was coined. Nowadays, however, we tend to mention just ‘knowledge’ as a means of providing self-service solutions that allow users to access the content they need, when they need it and how they need it.

The ultimate aim for many businesses here is to make ‘knowledgeable’ business decisions. But what about measuring knowledge? How do define the quality of information? How do we know how effective is it?

In addition to making sure knowledge is available and sharable, we need to be able to measure in order to guarantee that knowledge consumers are accessing consistent, high quality and satisfactory knowledge.

Where does azanda ITSM solution fit in? Well, our solutions promote the importance of a knowledge management strategy and encourage knowledge sharing by offering an inspiring mechanism to create knowledge recognising the creators.

I am concluding by borrowing some Francis of Assisi words, “Lets start by doing what’s necessary: then do what’s possible; and suddenly we will be doing the impossible”