Mapping the forecast 2020 IT Service Management trends (ITSM) with the actual 2020 pandemic reality is fascinating.
Alongside the rise of AI and ITIL 4, two of the top five forecast trends focus on employee experience and people (ranked 2 & 5), so really not far off the mark with reality.
In my view what has changed with our new reality is the need to engage with far greater levels of empathy and understanding with both new and existing customers (and employees).
So whilst the forecast ITSM trends and reality arent so far apart for 2020 (they may have changed ranking order), our challenge is using technology, particularly service management platforms, to deliver empathy at scale.
Like it or not, people are just as important as tools and processes. If you don't agree, see my point above regarding employee experience. But the culture of people merging with processes and protocols at the intersection of the service desk extends beyond users. Your teams on the other side of the service desk matter just as much; without them, there can be no other advancements in the strategies we've discussed here. To that end, expect a push toward improved or team-centered cultures in the service desk in the year to come. Don't take just my word for it; the Service Management World 2019 conference is dedicating an entire track to the subject: "People Make the Difference: Attitude, Behavior, Culture."