We talked a lot about futureproofing your Microsoft Service Manager strategy last year at Cireson’s Innovate 2021 virtual conference, but what about external factors now broadly affecting IT service management (ITSM)? The pandemic has shifted how we support business and deliver technology, and the following trends should be on your radar moving forward.
Employees Require Flexible Support in Hybrid / Remote Workspaces
In 2021, 83 percent of workers globally opted for hybrid work. That trend is continuing, with company executives under pressure to provide flexibility for employees—and for IT departments to make it possible.
Expect processes to be overhauled in an effort to operate with greater flexibility. There may be operational changes, including shortened work weeks and schedules. The biggest challenge, from an IT point-of-view, is making sure that hardware, software and devices operate as they would in-house—wherever they are located.
Collaboration Among Internal Departments to Improve ITSM Operations
IT professionals are resourceful, but they need to collaborate across the company to accommodate changing demands and conditions. These discussions will likely involve process refinements or major changes, and IT will continue to be central to conversations around execution. But IT should expect to be brought in earlier during planning and exploratory conversations. IT, after all, is a major force in employee experience improvements.
Management may continue to experiment with collaboration and what it looks like on a department and smaller-group level, so this may create dynamic opportunities for IT in terms of how they will lead, advise, contribute, facilitate and support.
Employee Empowerment is a Major Driver of Culture
It’s not just technology that is becoming more fluid; corporate culture itself is being shaken up. The top-down management structure is fading and employee empowerment, fueled by internal collaboration and the nature of remote / hybrid work, is on the rise.
Employees are exercising greater independence in how and when they are working. Management that embraces these tenets, along with a spirit of experimenting and trust, are expected to thrive. Given this, ITSM will need to be equally flexible.
The Need for Employees, Skills and Creative ITSM Solutions is High
It’s not just remote and hybrid workers that IT departments must accommodate, it’s also a changing workforce and transition: people are leaving jobs and pursuing new, different or progressed career opportunities. New employees are joining the team, ongoing.
Service desk and other IT roles will be called on to not just onboard staff but also continue to connect teams wherever they are located.
Budgets are generally tighter than before the pandemic, so there is a push to make the most of company technology and innovate when possible. Process refinements and working smarter will become a necessity, and that’s another area where IT can shine. Not to mention capitalizing on out-of-the box solution architecture and further customizing it to save time and money.
We talk a lot about simple ways to customize, whether low or no code, in Cireson’s Community Open Floor discussion group and biweekly meetups. You may also find that platforms like Microsoft System Center Service Manager (SCSM) are inherently flexible and futureproofed. Companies that use Microsoft technology may already have a license for this powerhouse tool, which can easily accommodate changing conditions, improve processes and deliver ROI.