Enterprise IT support organizations and help desks are facing a dramatic shift with technologies and applications evolving faster and user expectations becoming more demanding. There is now a constantly evolving portfolio of applications and technologies for IT organizations to support, while being more responsive, efficient and cost effective. Against this background it is relevant to note the trends and see how they will emerge in the short run in 2018.
IT Spending to increase on ITSM improvement and innovationIndustry surveys have revealed about 21% and 15% of the IT budget would be spent on Hosted & Cloud-based Services and Managed Services respectively.
Trends indicate that the big ones are more likely than smaller companies to allocate budget to managed services while mid-size companies (100-499 employees) are slightly less likely to invest in hosted/cloud-based services. Within hosted/cloud services we see online backup/recovery (15%), productivity solutions (10%), email hosting (9%), and web hosting (9%) being the major spending areas.
What trends are driving these numbers?We see five interrelated trends that will spring up due to the IT spend patterns and would impact IT support organization – productivity pressures, cloud computing, consumerization of IT, corporate social media and growing service expectations. So, what does this mean for the business? How are businesses slated to react to them? Some of the major ITSM trends that we foresee in the coming year:
We expect that 2018 would be an eventful year for IT Service Management, with companies extending past platform investments and deriving transformative value through the application of new technology to support their business and IT operations.