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IT Service Management trends to watch in 2020

IT Service Management

The IT services management (ITSM) landscape has been abuzz in recent years with changes that have created plenty of hype around the IT circle. 2019 and 2020 witnessed the evolution of ITIL from ITIL v3 to ITIL 4. This development has fuelled various trends which to some may just sound like industry jargons but is now more relevant than ever.

With the increase in adoption of ITSM best practices, organizations globally will increase focus on automation, artificial intelligence (AI) and machine learning. Some of these trends will make a huge headway as we take a major step towards the future.

Let’s look at some of the top ITSM trends that we will witness in 2020 and beyond.

Automation and Artificial Intelligence 

Artificial Intelligence as a trend caught a lot of buzz in the past few years. The initial blowout has subdued over the years showing gradual progress but continuing to make big promises. The recent trend has been all about the amalgamation of AI with Automation. Using AI in conjunction with automation has proved to be revolutionary in driving productivity. AI and Automation will gradually free up ITSM professionals of their daily routine tasks, in turn, improving efficiency and productivity.

Chatbots have been all the hype in recent years. It is interesting to see how various large organizations, who have successfully adopted chatbots have witnessed a significantly improved efficiency. For instance, implementing Chatbots helps handle routine and repetitive requests, thereby reducing the workload of IT technicians. It is also useful in handling daily repetitive call volume. Automating routine tasks essentially creates incident prioritization which is highly beneficial for value creation in enterprises. 

Focus on People

The digital space is progressively working towards becoming people-centric. We have reached a point where “future” and “people first” have merged as ITSM best practices. We will witness trends wherein ITSM tools will be integrated and used to prioritize employee wellbeing and satisfaction. Organizations will focus on smart space and positively impact the people that work in that space.

It is important to remember that for years many have believed that AI will be the enemy of the workforce and will result in humongous job losses. As it has now become increasingly clear that AI will only assist with routine tasks, making the lives of employees better and productive but in no way affect the workforce. This has to be reiterated from management to people. Apart from AI, the agile methodology in ITSM will further expand horizons for organizations making them think from a more collaborative mindset. AI and agile are pushing the employee and the people aspects to the forefront of IT service management.

Shifting Focus to Enterprise Service Management 

2020 is witnessing the continued collaboration of departments by breaking the silos and focusing on evolving Enterprise Service Management (ESM). The best practices of ITSM will continue to be integrated into business functions within and outside of IT functions, such as human resources. 2020 will witness trends in ITSM best practices which will shift the focus from concentrated efforts in just IT sectors to both IT and non-IT sectors.

Enhanced Security 

The alarming frequency of security breaches has made cybersecurity a top priority for both large and medium-sized enterprises. Security will continue to remain big throughout 2020 (and beyond). Security challenges are driving organizations towards increased digital and data security. Information security remains one of the highest priorities and top trends in ITSM.

What’s changed with ITIL 4? ITIL Change Management! 

The dust is just settling in, post introduction of the latest ITIL version. Various individuals and companies, alike, are focusing on adopting the new ITSM practices and migration from ITIL v3 to ITIL V4.

ITlL V4 on principle has mainly adapted to industry 4.0 and changed from waterfall to agile. One of the main changes seen is in the name change management. ITIL change management process with ITIL 4 will be called the change enablement practice. The main focus despite the change in name remains value creation. This change is mainly focused on successful service and product change, ensuring risks have been properly assessed. Change enablement is essentially focused on the service lifecycle but also contributes towards day-to-day support in enterprise growth and value.

IT Service Management

ITIL Certifications 

ITIL V3 Foundation level credentials, continue to remain valid but all ITIL 4 certification levels have been rolled out now. Candidates and professionals are being encouraged to pursue ITIL 4 certification and any intermediate candidates still pursuing ITIL 3 certification can transfer the ITIL 3 credits to move onto the higher-level ITIL 4 certifications.

ITIL certification consists of a range of qualifications covering areas of ITIL service lifecycle. Candidates who aim to obtain an ITIL certificate must take a training course and pass an exam before receiving the certification.

ITIL® has evolved from ITIL v3 to ITIL 4 in 2019 with all the modules for ITIL 4 being rolled out in 2020. This transition has further improved the structure and architecture of ITIL® by accommodating the framework to modern technology and software. ITIL® continues to maintain focus on automation but the update makes the new framework more agile and flexible.

Cognixia – world’s leading digital talent transformation company is offering a fully developed portfolio of AXELOS accredited formal classes, ranging from the foundation to intermediate and expert levels. This course focuses on helping organizations and individuals understand ITIL best practices and ultimately achieve the ITIL V4 certifications. We offer live, instructor-led training session with round the clock technical support and learning material. The more advanced courses take a deeper and more detailed approach to ITIL best practices, helping candidates prepare for the most challenging roles within IT organizations. To know more about our ITIL classes, visit

To sum up, 2020 is and will continue to witness changes which will shape the trends for the future. These are unprecedented times and the challenges faced by healthcare and other service industries will be reflected globally. AI, automation and other digital trends will continue to improve productivity and ITSM will evolve further improving the end-user experience with improved focus on employee enablement.

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