Cherwell IT Service Management Blog
Resources, Best Practices, and Solutions for ITSM Pros

5 Key ITSM Predictions for 2014

Posted by

looking-aheadAs 2013 comes to a close, here are five key ITSM industry predictions from Josh Caid, director of product management for Cherwell Software.

BYOD will continue to be a challenge for the business—while liberating to employees.

The trend towards employees bringing their own devices to work is not going to go away, and will continue to skyrocket in 2014. In many cases, IT organizations are seeing devices—where technical support is completely outside of their expertise—beginning to infiltrate their previously uniform world. Rather than try and fight it, smart companies will begin to invest in training their employees on those IT Service Management (ITSM) devices and services outside of their core competency—or outsourcing support to someone that has the competency. In the long run, this can be cheaper than providing company-owned devices. We will see new ITSM solutions becoming more mainstream to enhance security—and ensure a level of control and loss prevention for their proprietary or sensitive data.

Cloud Security will become more important in 2014 than ever before.

Two words: Edward Snowden. Companies are rightfully nervous about the sanctity of the data that they already have hosted with third-parties, and companies outside of the US are becoming increasingly shy when it comes to hosting data with US-based providers. In 2014, ITSM SaaS vendors must quickly adapt to the need for increased security as you can—and should—be more demanding about your security needs as a customer. A word of warning, however—security is never easy, and increased security can frankly be a pain for your internal customers. Expect to see a temporary decrease in single sign-on and integration possibilities from vendors as they retool their solutions for this new reality.

IT Departments will begin to realize the compelling need to compete with third-party vendors by offering better customer service.

The Cloud is here to stay—and it offers a wealth of new choices to individual employees and departments. Unless an IT organization wants to be relegated to staring at those mesmerizing network lights to make sure they stay on, they will need to devise creative new ways to embrace the strategic needs of the business—and offer impeccable customer experience to end users. Successful ITSM organizations are already making this transition—and other organizations will feel the coming change and start to move in this direction. ITSM tools can help you to focus on the end customer experience—and not just the service desk technician. The top ITSM providers will be greatly expanding their efforts in this area in 2014.

The tablet revolution may actually happen this time around.

For years, many in the industry—and not just tablet vendors—have been announcing that the PC era is over, and tablets will take over day-to-day business activities. While there has certainly been an increase in tablet use in the past couple of years—particularly as an extra device—we haven’t seen tablets replacing desktop machines and laptops just yet. However, with the latest crop of tablets growing in power and speed, capabilities are finally catching up with the promises. It is likely that we will see a significant inflection point this year where people realize that they can do their entire job with just a tablet and a /p>

Micro-task-driven apps will reign supreme – even on Windows.


Even as Apple changed their early “web browser only” mobile app strategy into a native app strategy—and rather successfully, I might add—we’ve seen the exact opposite happen with desktop platforms. For some reason, in the battle between native Mac and Windows applications vs. browser-based applications, the browser has been winning. This will begin to change in 2014 as ITSM developers start to view the desktop OSes as “devices”. We will see more line-of-business applications such as ERP, ITSM, Accounting and others begin to move towards a micro-app approach and away from the cumbersome, monolithic installations we have seen in the past.