ITSM trends : ArtificiaI Intelligence & automation

ArtificiaI Intelligence & automation

What the experts say:

"Business-aligned organizations are more likely to spend money on technologies such as artificial intelligence (AI), predictive analytics, service automation, and virtual agents over the next twelve months, and far less likely to have no plans."

HDI (2017), "The State of Today’s IT: Process Maturity,Business Alignment, and Digital Transformation."

Business-aligned organizations are more likely to spend money on technologies such as artificial intelligence (AI), predictive analytics, service automation, and virtual agents over the next twelve months, and far less likely to have no plans.

In the stats:

Does your ITSM tool currently have a self-service or automation element?

  • Some kind of automation or self-service element: 69 percent
  • Automated password resets: 41 percent
  • Automated account creation, management, and termination: 33 percent
  • Automated onboarding and offboarding: 8 percent
  • Automated service requests: 14 percent
  • Nothing automated: 21 percent

Service Desk institute (2017),
"Analyst 2.0 survey."

Does your ITSM tool currently have a self-service or automation element?

What the experts say:

In regard to AI and machine learning, "77 percent [of Axelos survey respondents] said they believed these trends would profoundly impact the IT workforce, liberating ITSM professionals from routine tasks and for responding to demands for more creativity and ‘human’ input."

Axelos (2016), "The IT Service Management Professional in 2030: A future full of opportunities."

In regard to AI and machine learning, "77 percent [of Axelos survey respondents] said they believed these trends would profoundly impact the IT workforce

In the stats:

"By 2019, IT service desks utilizing machine learning enhanced technologies will free up to 30 percent of support capacity."

Gartner (2017), "Gartner IT Infrastructure, Operations & Data Center Summit."

By 2019, IT service desks utilizing machine learning enhanced technologies will free up to 30 percent of support capacity.

ITSM trends : Machine learning

Machine Learning

ITSM trends : Digital transformation

Digital transformation

What the experts say:

"Although 70 percent of ITSM professionals say they understand their organization's strategy, fewer than half (41 percent) see a clear alignment between their current goals and the overall direction of the business. This disconnect presents a serious risk, as more than 60 percent claim ITSM is instrumental to achieving business objectives in the next five years."

Axelos (2017), "IT Service Management Benchmarking Report 2017"

Although 70 percent of ITSM professionals say they understand their organization's strategy, fewer than half (41 percent) see a clear alignment between their current goals and the overall direction of the business.

In the stats:

"Forty-one percent of companies report having a dedicated Digital Transformation team in place."

Futurum Research (2018), "Digital Transformation Index."

Forty-one percent of companies report having a dedicated Digital Transformation team in place.

What the experts say:

"Agile service management involves adapting Agile and Scrum values and practices to ITSM processes and process design and improvement activities."

Donna Knapp, curriculum development manager, ITSM Academy

Agile service management involves adapting Agile and Scrum values and practices to ITSM processes and process design and improvement activities.

In the stats:

"Respondents report that in the past 12 months, an average of nearly one-half of their organization’s projects used predictive approaches, while nearly one in four used either hybrid or agile."

Project Management Institute (2018), "Pulse of the Profession."

Agile

ITSM trends : Agile

Agile

ITSM trends : Internet of Things (IoT)

IoT

What the experts say:

"Worldwide spending on the Internet of Things (IoT) is forecast to reach $745 billion in 2019, an increase of 15.4 percent over the $646 billion spent in 2018."

IDC (2019), "Worldwide Semiannual Internet of Things Spending Guide"

Worldwide spending on the Internet of Things (IoT) is forecast to reach $745 billion in 2019, an increase of 15.4 percent over the $646 billion spent in 2018.

In the stats:

8.4 billion connected things will be in use worldwide in 2017, up 31 percent from 2016, and will reach 20.4 billion by 2020.

Gartner (2017), "Gartner Says 8.4 Billion Connected "Things" Will Be in Use in 2017, Up 31 Percent From 2016"

Does your ITSM tool currently have a self-service or automation element?

What the experts say:

Customer experience is the differentiator and IT departments need to understand that IT services management, delivery, and support need to be far closer to the consumer world than they have previously been..

Stephen Mann, principal analyst and content director, ITSM.tools

Customer experience is the differentiator and IT departments need to understand that IT services management, delivery, and support need to be far closer to the consumer world than they have previously been.

In the stats:

"Only one-tenth of people responsible for customer experience can put a dollar value on their customer experience investments’ ROI. Three-tenths of customer experience decision makers rely on anecdotal evidence for estimating ROI. Four-tenths don’t measure ROI at all."

Gartner (2016), "The State of Customer Experience Innovation, 2016: Customer Analytics Gets Critical"

Only one-tenth of people responsible for customer experience can put a dollar value on their customer experience investments’ ROI. Three-tenths of customer experience decision makers rely on anecdotal evidence for estimating ROI

ITSM trends : Customer engagement & experience

Customer engagement and experience

ITSM trends : Chatbots

Chatbots

What the experts say:

"Twenty-five percent of customer service and support operations will integrate virtual customer assistant (VCA) or chatbot technology across engagement channels by 2020, up from less than two percent in 2017."

Gartner (2018), "Gartner Says 25 Percent of Customer Service Operations Will Use Virtual Customer Assistants by 2020"

Twenty-five percent of customer service and support operations will integrate virtual customer assistant (VCA) or chatbot technology across engagement channels by 2020, up from less than two percent in 2017.

In the stats:

"By 2020, 55 percent of all large enterprises will have deployed at least one bot or chatbot in production, and AI augmentation will generate $2.9T in business value and recover 6.2B hours of worker productivity by 2021."

Gartner (2017), "Top Strategic Predictions for 2018 and Beyond: Pace Yourself, for Sanity's Sake"

By 2020, 55 percent of all large enterprises will have deployed at least one bot or chatbot in production, and AI augmentation will generate $2.9T in business value and recover 6.2B hours of worker productivity by 2021.

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02

ITSM processes

A service desk is only as good as its processes. Here are some interesting stats about ITSM and ITIL processes.

Service desk quotes : ITSM processes
ITSM processes : Incident management & ticketing

Incident management and ticketing

What the experts say:

"The service desk uses alerts and monitoring tools in less than 60 percent of organizations, meaning that outages are either being reported by other groups or by affected customers."

HDI (2017), "The State of Today’s IT: Process Maturity,Business Alignment, and Digital Transformation."

The service desk uses alerts and monitoring tools in less than 60 percent of organizations, meaning that outages are either being reported by other groups or by affected customers.

In the stats:

Thirty percent of tickets are password-reset related, despite the fact that 69 percent of support teams allow their customers to reset at least some of their passwords without contacting the IT help desk.

HDI (2012), "Password-Reset Practices in Support."

Thirty percent of tickets are password-reset related, despite the fact that 69 percent of support teams allow their customers to reset at least some of their passwords without contacting the IT help desk.

What the experts say:

IT-related problems are estimated to impact the US economy to the tune of around $60 billion per year for software errors and around $140 billion per year for info/data security breaches.

Mark Hall, Apollo RCA instructor and investigator

IT-related problems are estimated to impact the US economy to the tune of around $60 billion per year for software errors and around $140 billion per year for info/data security breaches.

In the stats:

"Sixty-two percent of organizations that reported following a formal problem management process also reported a decrease in recurring incidents. This indicates that implementing problem management can have an identifiable and positive effect on support organizations."

HDI survey (2014), "Thinking and Doing: Current Practices in Problem Management"

Sixty-two percent of organizations that reported following a formal problem management process also reported a decrease in recurring incidents.

ITSM processes : Problem management

Problem management

ITSM processes : Change management

Change management

What the experts say:

"Organizational change management (OCM) is not something that’s applicable only to IT-driven changes and projects; it should be a key part in any change that affects people."

Axelos (2016), "ITIL® Practitioner Guidance."

Organizational change management (OCM) is not something that’s applicable only to IT-driven changes and projects; it should be a key part in any change that affects people.

In the stats:

"What percent of your incidents are the result of a change?"

  • Less than 10 percent: 23 percent
  • 10 percent - 39 percent: 27 percent
  • 40 percent - 70 percent: 13 percent
  • Greater than 70 percent: 6 percent
  • Don't know: 31 percent

Forrester (2013), "IT Speed: The Crisis And The Savior Of The Enterprise."

What percent of your incidents are the result of a change?

What the experts say:

"Every time someone learns something of value within an organization, everyone should have the ability to learn it too."

Colin Rudd, ITSM consultant, ITSMF UK

Every time someone learns something of value within an organization, everyone should have the ability to learn it too.

In the stats:

"Through 2020, 99 percent of artificial intelligence initiatives in ITSM will fail due to a lack of an established knowledge management foundation."

Gartner (2017), “Predicts 2018: IT Operations.”

Through 2020, 99 percent of artificial intelligence initiatives in ITSM will fail due to a lack of an established knowledge management foundation.

ITSM processes : Knowledge management

Knowledge management

ITSM processes : Self-service

Self-service

What the experts say:

"The future service desk should more closely align with the consumer experience in terms of self-service and the availability of applicable information."

David Slavkin, service desk manager, Gensler

The future service desk should more closely align with the consumer experience in terms of self-service and the availability of applicable information.

In the stats:

Top three drivers of decrease in ticket volume:

  • Self-help: 42 percent
  • Staff competency: 34 percent
  • Knowledge base: 29 percent”

HDI (2017), "2017 Technical Support Practices & Salary Report."

Top three drivers of decrease in ticket volume

What the experts say:

Modern society is heavily reliant on physical assets in order to function effectively. Managing assets so they can provide products and services now, and into the future, is a core part of the discipline known as asset management. But assets can be made of anything—a brand, a licence, a right of way, a group of companies, opportunities—anything in which you invest to achieve your purpose!

IAM (2015), "Asset management - An anatomy."

Modern society is heavily reliant on physical assets in order to function effectively. Managing assets so they can provide products and services now, and into the future, is a core part of the discipline known as asset management.

In the stats:

"Organizations that practice ITAM had 15 percent or lower TCO. The greatest savings were in procurement (160 percent); disposal (60 percent); and operations (44 percent)."

Gartner (2002), "Using IT Asset Management to Ensure Software Compliance."

Organizations that practice ITAM had 15 percent or lower TCO. The greatest savings were in procurement (160 percent); disposal (60 percent); and operations (44 percent).

ITSM processes : Asset management

Asset management

ITSM processes : Analytics

Analytics

What the experts say:

"Business users now want to be able to reduce the time and complexity of preparing data for analysis, something that is especially important in the world of big data when dealing with a variety of data types and formats."

Dan Kogan, director of product marketing for technology partners, Tableau Software

Business users now want to be able to reduce the time and complexity of preparing data for analysis, something that is especially important in the world of big data when dealing with a variety of data types and formats.

In the stats:

"Sixty percent of ITSM practitioners currently have no monitoring or evaluation in place."

Axelos (2017), "AXELOS IT Service Management Benchmarking Report 2017."

Sixty percent of ITSM practitioners currently have no monitoring or evaluation in place.

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03

Popular ITSM practices, standards, and frameworks

Practices like DevOps have seen wide adoption in the past few years, and they're expected to see even greater adoption in the coming year. Take a look at some of the popular ITSM standards, practices, and adoption rates.

ITSM frameworks & standards
ITSM frameworks & standard : ITIL

ITIL

What the experts say:

"ITIL framework does not offer clear-cut implementation techniques. The implementation mechanism is left for the implementer to decide upon."

Mohamed, Ribiere, O’Sullivan and Mohamed (2008), "The re-structuring of the Information Technology infrastructure library (ITIL) implementation using knowledge management framework."

ITIL framework does not offer clear-cut implementation techniques. The implementation mechanism is left for the implementer to decide upon.

In the stats:

An individual with the ITIL v3 Foundation certification has an average salary of $87,453 in North America. Globally, those with ITIL v3 Foundation earn average salaries of $66,143.

Global Knowledge (2018), "The Global Knowledge's annual IT Skills and Salary Report 2018."

An individual with the ITIL v3 Foundation certification has an average salary of $87,453 in North America. Globally, those with ITIL v3 Foundation earn average salaries of $66,143.

What the experts say:

"ISO/IEC 20000 sends a powerful message that we have the processes to cover the design, transition, delivery, and improvement of services that fulfil our clients’ requirements. It helps us stand out."

Nada Moussa, UK-based IT and telecoms provider, Alternative Network

ISO/IEC 20000 sends a powerful message that we have the processes to cover the design, transition, delivery, and improvement of services that fulfil our clients’ requirements. It helps us stand out.

In the stats:

"The ISO/IEC 20000 system has delivered considerable time savings—increasing efficiency in the region of 20 percent."

Richard Smith, UK-based IT solutions provider, Tegen Ltd.

The ISO/IEC 20000 system has delivered considerable time savings—increasing efficiency in the region of 20 percent.

ITSM frameworks & standards : ISO IEC 20000

ISO/IEC 20000

ITSM frameworks & standards : Sig Sigma

Six Sigma

What the experts say:

"IT always gets caught up in insatiable demands and lost ROI. Six Sigma solves both those problems."

Charles P. Costa, executive vice president and CIO, Chase Financial Services

IT always gets caught up in insatiable demands and lost ROI. Six Sigma solves both those problems.

In the stats:

"Six Sigma Green Belt certification, sponsored by the independent association IASSC, is a foundation certification on a set of techniques and tools for process improvement. Individuals who earn the Six Sigma Green Belt certification receive an average annual salary in North America of $99,865. In EMEA, individuals with the certification earn an average annual salary of $78,832."

Global Knowledge (2018), "The Global Knowledge's annual IT Skills and Salary Report 2018."

Individuals who earn the Six Sigma Green Belt certification receive an average annual salary in North America of $99,865. In EMEA, individuals with the certification earn an average annual salary of $78,832.

What the experts say:

"Implementing an ISO 27001-compliant ISMS is not only an information security best practice but it is also integral to demonstrating data protection compliance."

IT Governance (2018), "Why ISO 27001 is integral to data protection compliance"

Implementing an ISO 27001-compliant ISMS is not only an information security best practice but it is also integral to demonstrating data protection compliance.

In the stats:

"Seventy percent of respondents say that improving their organization's information security posture was the biggest driver for implementing ISO 27001."

IT Governance (2018), "ISO 27001 Global Report 2018."

Seventy percent of respondents say that improving their organization's information security posture was the biggest driver for implementing ISO 27001.

ITSM frameworks & standards : ISO 27001

ISO 27001

ITSM frameworks & standards : DevOps

DevOps

What the experts say:

"DevOps does not in and of itself have a single body of knowledge, so it really supports agile, lean and IT service management [...] It takes ITIL and IT service management to the next level."

Jayne Groll, CEO, DevOps Institute

DevOps does not in and of itself have a single body of knowledge, so it really supports agile, lean and IT service management [...] It takes ITIL and IT service management to the next level.

In the stats:

DevOps will be adopted by 80 percent of Global 1000 organization by 2019.

IDC (2015), "Drive Results with Digital Transformation Initiatives: Three Keys for CIOs to Ensure Superior Customer Experience."

DevOps will be adopted by 80 percent of Global 1000 organization by 2019.

What the experts say:

"Microsoft believes that the leading publicly available body of knowledge of best practices is the IT Infrastructure Library (ITIL). Therefore, Microsoft has chosen ITIL as the foundation for Microsoft Operations Framework (MOF)."

Bret Clark, director, Microsoft Operations Framework

Microsoft believes that the leading publicly available body of knowledge of best practices is the IT Infrastructure Library (ITIL). Therefore, Microsoft has chosen ITIL as the foundation for Microsoft Operations Framework (MOF).

In the stats:

"MOF and the Microsoft Team Model were defined based on ISO 15504 (also referred to as SPICE) from the International Organization for Standardization (ISO). SPICE provides a normalized (common) approach to assessing software process maturity."

Wilson Mar, DevOps evangelist

MOF and the Microsoft Team Model were defined based on ISO 15504 (also referred to as SPICE) from the International Organization for Standardization (ISO). SPICE provides a normalized (common) approach to assessing software process maturity.

ITSM frameworks & standards : Microsoft Operations Framework

Microsoft Operations Framework

ITSM frameworks & standards : COBIT

COBIT

What the experts say:

"Although COBIT is not ‘plug and play,’ it will certainly enable organizations to achieve better alignment of IT and business objectives."

Howard Nicholson, international vice president, ISACA

Although COBIT is not ‘plug and play,’ it will certainly enable organizations to achieve better alignment of IT and business objectives.

In the stats:

"An individual with the COBIT 5 Foundation certification has an average annual salary of $102,112 in North America and $77,300 worldwide."

Global Knowledge (2018), "The Global Knowledge's annual IT Skills and Salary Report 2018."

An individual with the COBIT 5 Foundation certification has an average annual salary of $102,112 in North America and $77,300 worldwide.

What the experts say:

"VeriSM supports how to use all organisational capabilities, from IT to marketing, finance to customer service, to deliver value."

Purple Griffon (2018), "VeriSM - Is It Really The Future of IT Service Management and ITIL’s Replacement?"

VeriSM supports how to use all organisational capabilities, from IT to marketing, finance to customer service, to deliver value.

In the stats:

"Only 24 percent of respondents think that existing ITSM best practices have kept up with the changing IT and business landscapes."

ManageEngine (2017), "IT service management future readiness survey report"

Only 24 percent of respondents think that existing ITSM best practices have kept up with the changing IT and business landscapes.

ITSM frameworks & standards : VeriSM

VeriSM

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04

Service desk personnel

Get to know the people running your service desks.

Service desk personnel
Service desk personnel : Demographics

Demographics

Demographics - Service desk technician:

  • The average service desk technician is 24 to 34 years old.
  • The average service desk technician has a bachelor/post-graduate degree.
  • Forty-one percent of service desk technicians are employed in the professional, scientific, and technical services industry.
  • The average service desk technician works 38.3 hours a week.

JobOutlook, "ICT support technicians"
OpenColleges, "Employment Outlook - Service Desk Technician"

  • The average service desk technician is 24 to 34 years old.
  • The average service desk technician has a bachelor/post-graduate degree.
  • Forty-one percent of service desk technicians are employed in the professional, scientific, and technical services industry.
  • The average service desk technician works 38.3 hours a week.

Average salary of service desk agents by position:

  • The average annual starting salary for service desk analysts is $41,500.
  • The average annual starting salary for service desk supervisors is $58,500.
  • The average annual starting salary for service desk managers is $79,250.

SDI (2018), "Service Desk Benchmark Report 2017"

  • The average annual starting salary for service desk analysts is $41,500.
  • The average annual starting salary for service desk supervisors is $58,500.
  • The average annual starting salary for service desk managers is $79,250.

Service desk personnel : Average salary by position

Average salary by position

Service desk personnel : Basic abilities

Basic abilities

Basic abilities of a support specialist(%):

Basic abilities of a service desk technicians

CityTownInfo, "Computer Support Specialist"

Skills of service desk engineers in percentage(%):

Essential expetise of service desk engineers

LinkedIn

Service desk personnel : Essential expertise

Essential expertise

Service desk personnel : Processes and methodologies

Processes and methodologies

Service desk technicians - Must-know processes and methodologies(%):

Must-know processes and methodologies of service desk technicians

IT Jobs Watch, "Service Desk Technician Jobs"

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05

The service desk KPIs that matter

Key performance indicators (KPIs) help you gauge the current state of your service desk. Here are some important metrics to watch.

Service desk quotes : ITSM KPIs
Service desk KPIs : SLA compliance rate

SLA compliance rate

What the experts say:

"The SLA explains the service. It does not predict the performance of that service. Explanation does not mean prediction."

Denis Matte, manager of IT service management, House of Commons

The SLA explains the service. It does not predict the performance of that service. Explanation does not mean prediction.

In the stats:

  • Forty-one percent indicated that SLAs will be required the next time they choose a service provider.
  • Forty-two percent said that obtaining real-time, online SLA reports would be extremely valuable.
  • Forty-two percent said that receiving automatic service credits (proactive credit policy) for SLA non-compliance would be extremely valuable.

Sage Publications (2001), Sage research survey

  • Forty-one percent indicated that SLAs will be required the next time they choose a service provider.
  • Forty-two percent said that obtaining real-time, online SLA reports would be extremely valuable.
  • Forty-two percent said that receiving automatic service credits (proactive credit policy) for SLA non-compliance would be extremely valuable.

What the experts say:

"IT service and support is typically a manual, labor intensive function. Likewise, most of the costs associated with operating a service desk are personnel related (51.4 percent for agent salaries and benefits alone)."

HDI (2017), "2017 Practices & Salary Reports."

IT service and support is typically a manual, labor intensive function. Likewise, most of the costs associated with operating a service desk are personnel related (51.4 percent for agent salaries and benefits alone).

In the stats:

"The average cost per ticket for North America is roughly $15.56, but can go up to almost $50 depending on the wages for help desk staff and the time/complexity involved in the resolution."

HDI (2017), "Metric of the Month: Service Desk Cost per Ticket."

The average cost per ticket for North America is roughly $15.56, but can go up to almost $50 depending on the wages for help desk staff and the time/complexity involved in the resolution.

Service desk KPIs : Cost per ticket

Cost per ticket

Service desk KPIs : First call resolution rate

First call resolution rate

What the experts say:

"For every one percent improvement in FCR, there is a one percent improvement in Csat (top box response). Clearly, FCR is highly correlated to Csat. In fact, of all the contact center internal or external metrics, FCR is the metric with the highest correlation to Csat. The absence of FCR is the strongest driver of customer dissatisfaction."

Service Quality Management Group (2017), "FCR Improvement Plan."

For every one percent improvement in FCR, there is a one percent improvement in Csat (top box response). Clearly, FCR is highly correlated to Csat.

In the stats:

"Sixty percent of companies measuring FCR for a year or longer reported improvements of up to 30 percent in their performance."

Ascent Group (2017), "Voice of the Customer Drives FCR Improvement."

Sixty percent of companies measuring FCR for a year or longer reported improvements of up to 30 percent in their performance.

What the experts say:

"The service desk is a labor intensive function, with over 50 percent of the costs of a support organization tied up in personnel."

HDI (2012), "Metric of the Month: Agent Utilization."

The service desk is a labor intensive function, with over 50 percent of the costs of a support organization tied up in personnel.

In the stats:

"An 85 percent occupancy rate means that 15 percent of the CSR time is available and waiting for a call."

Lori Bocklund, founder and president, Strategic Contact, Inc.

An 85 percent occupancy rate means that 15 percent of the CSR time is available and waiting for a call.

Service desk KPIs : Agent utilization rate

Agent utilization rate

Service desk KPIs : Customer satisfaction score

Customer satisfaction score

What the experts say:

"Service organizations create loyal customers primarily by reducing customer effort—i.e. helping them solve their problems quickly and easily—not by delighting them in service interactions."

CEB (2013), "Key Capabilities to Drive Customer Service Rep Performance."

Service organizations create loyal customers primarily by reducing customer effort—i.e. helping them solve their problems quickly and easily—not by delighting them in service interactions.

In the stats:

While many e-commerce businesses might feel pleased if their CSAT rating is over 70 percent, the most recent benchmark for internet retailers is 82 percent.

American Customer Satisfaction Index (2017), "Benchmarks By Industry."

While many e-commerce businesses might feel pleased if their CSAT rating is over 70 percent, the most recent benchmark for internet retailers is 82 percent.

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06

The challenges

Setting up and running a service desk has its fair share of challenges. Here are some of the most common challenges faced by service desk teams.

ITSM challenges
ITSM challenges : High cost

High cost

What the experts say:

"Organizations are interested in ITSM frameworks because they expect that implementation of best practice ITSM processes results in cost savings, reduced occurrences of incidents, and increased customer satisfaction."

Iden, J., & Eikebrokk, T. R. Implementing IT Service Management: A Systematic Literature Review. International Journal of Information Management, 33(3), 512-523.

Organizations are interested in ITSM frameworks because they expect that implementation of best practice ITSM processes results in cost savings, reduced occurrences of incidents, and increased customer satisfaction.

In the stats:

Gartner’s measurements showed that the overall results of moving from no adoption of IT Service Management to full adoption can halve an organization’s Total Cost of Ownership.

Koch, H., & Gierschner, C. Advantages of an ITIL-Based Process Framework in a Complex SAP® System Landscape. Paper presented at the 4th IEEE Workshop on Intelligent Data Acquisition and Advanced Computing Systems: Technology and Applications (IDAACS).

Gartner’s measurements showed that the overall results of moving from no adoption of IT Service Management to full adoption can halve an organization’s Total Cost of Ownership.

What the experts say:

"Proactive methods, such as trend analysis, preventive actions and major problem reviews are considered as an effective way to decrease the number of support requests. Unfortunately, IT service providers often focus most of their resources on reactive activities and ignore the proactive methods despite the benefits."

Scott, D. "IT Operations Management Is Undergoing Transformation."

Proactive methods, such as trend analysis, preventive actions and major problem reviews are considered as an effective way to decrease the number of support requests.

In the stats:

"As a rule of thumb, if an end user spends more than ten minutes in a self-service portal, they cost the organization more money than calling the service desk."

HDI (2017), "FUSION 17 – It's all about the experience."

As a rule of thumb, if an end user spends more than ten minutes in a self-service portal, they cost the organization more money than calling the service desk.

ITSM challenges : Inadequate support

Inadequate support

ITSM challenges : Lack of proper documentation

Lack of proper documentation

What the experts say:

"By 2020, customers will manage 85 percent of their relationship with the enterprise without interacting with a human."

Gartner (2011), "Gartner Customer 360 Summit 2011"

By 2020, customers will manage 85 percent of their relationship with the enterprise without interacting with a human.

In the stats:

"Thirty-one percent of customers want instant online help, while 40 percent of them expect to receive assistance in less than five minutes."

Econsultancy (2013), "83% of online shoppers need support to complete a purchase: stats"

Sixty percent of companies measuring FCR for a year or longer reported improvements of up to 30 percent in their performance.

What the experts say:

"Only by deploying integrated processes and technology will the next-generation IT service and support organizations maximize operational cost management benefits and customer satisfaction."

Michele Hudnall, senior research analyst, Meta Group

Only by deploying integrated processes and technology will the next-generation IT service and support organizations maximize operational cost management benefits and customer satisfaction.

In the stats:

"Forty-five percent of IT organizations only had ad-hoc processes for IT infrastructure and operations; only 30 percent of IT organizations had ‘defined processes’ for IT service support; the ones which had ‘repeatable and individually automated processes’ only counted for 15 percent of all IT organizations."

Gartner (2007), "IT infrastructure and operations maturity model."

Forty-five percent of IT organizations only had ad-hoc processes for IT infrastructure and operations; only 30 percent of IT organizations had ‘defined processes’ for IT service support

ITSM challenges : Lack of formal and well-planned processes

Lack of formal and well-planned processes

ITSM challenges : Not enough flexibility

Not enough flexibility

What the experts say:

"Nearly half of organizations spend more than one hour per incident repairing performance issues."

DEJ study (2017), "Modernizing IT operations for digital economy."

Nearly half of organizations spend more than one hour per incident repairing performance issues.

In the stats:

Ninety percent said that ongoing training would be vital to keep up with the pace of change, and that there will be a need to more creativity and flexibility in project management.

Axelos (2017), "Project managers urged to develop strategic skills to enhance their role in organizational success."

Ninety percent said that ongoing training would be vital to keep up with the pace of change, and that there will be a need to more creativity and flexibility in project management.

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07

Stay in the loop

Here are some ITSM experts, groups, and channels you can follow to stay in touch with all ITSM-related news.

ITSM analysts & influencers
ITSM experts & influencers

ITSM experts

YouTube ITSM channels

YouTube channels

LinkedIn ITSM groups

LinkedIn groups

ITSM industry groups

Industry groups

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08

About ServiceDesk Plus

Let's take a look at some of the major trends of the past few years to get an idea of what to expect in 2019.

About ServiceDesk Plus

ManageEngine's flagship product, ServiceDesk Plus, is an ITIL-ready service desk software used by ITSM professionals worldwide. With industry-certified best practice ITSM functionality, easy-to-use capability, and native mobile apps, ServiceDesk Plus leverages the latest technology to help IT support teams deliver world-class service to end users with reduced costs and complexity. Available in both cloud and on-premises versions, the software is available in three editions, and 29 different languages. Over 100,000 organizations across 185 countries trust ServiceDesk Plus to optimize their IT service desk performance and be future-ready in their IT service management operations. For more information on ServiceDesk Plus, please visit manageengine.com/products/service-desk.