From 2013, I think we learned the following:
There is now an irrepressible consensus and groundswell around the need for change in ITSM and for ITIL. Apart from a few old-ITIL die-hards, I’ve not met anyone during the last year that didn’t agree that service management must be about people, business outcomes, and customer experience. We, therefore, need our industry and its formal mechanisms to reflect this and not leave this open to misinterpretation.
Lucky then that the ITIL ownership change has provided the opportunity (in a much more open and collaborative way) for this to happen. Regardless of your opinion of this or how Axelos has started to operate, this must be a great window of opportunity.
A continuing trend that developed during 2013 is the growing demand for real practical guidance on how to achieve success with some of the even basic elements of ITSM as well as other emergent areas like knowledge management, service catalog, and relationship management. This, of course, also relates directly to the success and relevance (or otherwise) of our training and certification programs. Again, it’s a time of opportunity to change positively.
I think there is also a collective expression of dissatisfaction and closure around the “old-SLA” culture that has driven a lot of wrong behavior during recent years. I have noticed there is an expectation now around how to do and deliver expectation management better/properly based on customer and business need and not arbitrary process compliance, i.e. the SLA is the worst case not the norm.
I think the concept of real “supply chain management of IT” (end-to-end) is being better defined and requested if not fully understood. Hence the emergence of SIAM and other manifestations of IT as a “Retail Industry”.
So, for 2014, I expect to see:
- More IT focus on customer engagement
- More IT focus on business outcomes
- More practical development and understanding of customer experience
- More practical knowledge and advice being shared and delivered across the ITSM industry
As well as all the usual stuff about big data, the death of IT, ITSM, the CIO, the service desk, ITIL, et al, my big hope for hype in 2014 is that it will in fact not be big at all.
For me, the biggest hope and expectation is around how the Axelos opportunity can be turned into a positive and tangible new dawn for the IT industry—ITSM that works and is seen by all as a positive contribution to business success.