A Look at Some Crucial Trends in IT Service Management for 2017


The year 2017 isn’t exactly a year that has led to major changes in the global IT service management landscape. However, there are enough notable trends in the IT services field that have stood out. Get to know what these are and find out if they affect or may affect your business operations.

Integrated and Integrable Solutions

This is not a new development in IT services but it’s still a trend in 2017. Many IT service management software solutions integrate several functions to address several needs through a single software or platform, with a unified interface. These functions may include problem management, incident management, change management, IT asset management, service level management, and knowledge management. On the other hand, there are also separate but compatible IT service management software tools that can be integrated or linked with each other. They can work together to enable efficient operations, especially when it comes to the handling and processing of data.


Automation continues to be a trend. The slight difference in 2017, though, is that IT automation shifted from being implemented opportunistically to systematically. From being largely scripting-based, there’s a trend for IT services automation to be deterministic then heuristic. This means that automation shifts to having defined workloads for tasks (deterministic) and then being based on data fed operations.

Software Defined Everything

SDE or software-defined everything is a catchall phrase that encompasses software-defined networking, software-defined data centres, software-defined computing, software-defined networks, and software-defined storage. SDE systems have their computing infrastructure virtualised and accessed as a service. The control and management of storage, networking, and data infrastructure is subjected to automation by an intelligent software, not by hardware in an infrastructure.

Greater Mobility and Use of IoT

Mobility will continue to play a major role in IT services management in 2017. At the same time, the use of the Internet of Things is becoming more prevalent. IT services continue to expand beyond the traditional computing tools such as desktop and laptop computers. Mobility enables more convenient and efficient management while the growing use of the Internet of Things (together with big data analytics) makes automation more accurate and meaningful to the IT services field.

Dashboard Consolidation

From frameworks to people, the focus of IT services management in 2017 is shifting to people to people communication. As such, there’s a need to come up with consolidated dashboards. This enables more efficient people-to-machine communication, thereby simplifying and making more efficient the process of communicating between people, managers in particular.

Again, 2017 is not really ushering in anything revolutionary when it comes to IT service management. Nevertheless, it is a year when concepts get tested and put to practical use. It is a year when technologies continue to mature and become instrumental in making IT services faster and more efficient.


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