Technological trends in the development of ITSM systems

2024: Major Technology Trends Impacting the Market

The ITSM market continues to grow dynamically, and companies that will not adapt to new technological trends risk lagging behind their competitors. They must be prepared to adopt new technologies and adapt to changing conditions.

Customers are interested in maximizing automation and using the most modern technologies that make the product more convenient, reduce the time for implementation and improvements.

The following significant trends affect the development of the market today.

Integration of AI and machine learning. Artificial intelligence allows you to automate routine tasks, improve the quality of predictive analytics and optimize incident management processes. ITSM systems can analyze large amounts of data, predict incidents and offer solutions before problems arise. In addition, AI helps to form personalized service catalogs and service knowledge bases.

An important aspect of AI application is forecasting and analytics. Analysis of large amounts of data using AI allows you to predict potential problems and improve decision-making. For example, it can be a high-quality risk assessment when planning changes or making recommendations for continuous improvement of services based on accumulated information, says Andrey Vishnyakov ITSM product owner, director of business products. SimpleOne

Artificial intelligence will increasingly penetrate ITSM products: help solve problems, identify and predict trends, as well as use time and other resources more competently, "adds Artem Khizhny, General Director of RIKITLAB.

However, so far there is no increased demand from customers for the introduction of AI in ITSM systems. As noted in Comindware, about 25% of companies began to implement AI in their ITSM systems.

Self-service systems. Teams strive to provide users with the ability to solve their problems on their own, through specialized portals and knowledge bases. This reduces the burden on IT support and increases user satisfaction.

Cloud technologies. The transition to cloud platforms is becoming the standard for many companies. Cloud solutions provide flexibility, scalability, and availability that are especially important for distributed teams.

{{quote 'According to IDC Russia, the use of cloud ITSM solutions increased by 20% in 2023. However, in parallel with this, we are seeing growing interest in the possibility of deploying systems on customers' own servers. This is due to security requirements and the desire of companies to fully control their data. At the same time, an important aspect is the preservation of the possibility of updating the platform even with local placement, - comments Igor Prostokvashin, leading analyst at Comindware. }}

Integration capabilities. The presence of an open API (in particular, REST API) and the possibility of flexible integration with various systems, such as LDAP, mail services, 1C and others, becomes critical for many customers. This is due to the need to create a single ecosystem of IT services within the organization.

Companies are faced with the need to simultaneously import substitution of various systems and parts of the IT infrastructure. In this regard, the number of integrations between systems of different levels of maturity and the degree of readiness for such integrations increases. Many mechanisms, infrastructures and ecosystems are built on the fly, which requires mutual efforts from customers, integrators and vendors, - notes Andrey Rassamakin, General Director of InfraManager LLC.

Transition to microservice architecture. Companies need more modern and ergonomic tools, they are striving to move away from multifunctional but outdated monoliths. Microservice architecture allows you to more flexibly and efficiently design, test, deploy, and scale IT management.

{{quote "Microservice architecture is characterized by easy scaling of individual components, which allows the IT team to evenly distribute the load. Moreover, microservice systems are reliable and resistant to failures, and due to the independence of each component, a failure in one of the services will not cause problems throughout the system. These and other advantages of microservices push businesses to make a choice in their favor, "explains Natalya Builina, ITSM Platform Sphere (Holding T1) stream leader. }}

Increase system flexibility and extensibility. Customers are increasingly interested in the ability to independently expand functionality, create new forms and implement new processes, and use the ITSM system not only for IT departments, but also for the company as a whole. The ability to configure user roles to distinguish access to information without involving programmers or specially trained specialists is especially appreciated.

Improving system security and independence. In 2023, IT security spending increased by an average of 20%. This is due to the growing cyber threats and the need to ensure reliable data protection, especially in the context of import substitution and the transition to new systems.

The request for tools for secure development and automation of development management in general is relevant. Customers are rethinking the end-to-end pipeline for the supply of IT value and include processes for managing projects, development and information security, but we have identified and implemented this trend in our products several years ago, says Nikita Kardashian, head of integrated process digitalization practice at Naumen.

Improve system usability. User-friendly interfaces and intuitive tools become not just desirable, but the necessary characteristics of modern ITSM solutions.

Use no-code and low-code concepts. This allows the vendor to reduce the cost of improvements for specific customers, and provides companies with the opportunity to implement for less money and in a shorter time.

The modern ITSM system should be built on a modern technological stack. Systems created 5-10-15 years ago are already outdated. Customers began to understand that nothing can really stand behind the fashionable concept of ″ low-code ″, which is now glued to any software. They are carefully studying the real possibilities of low-code in order to get the advantages promised to them by vendors: fast and cheap customization, minimal restrictions on development, "says Oleg Skrynnik, managing partner of Cleverics.

Unified digital platforms as engagement systems. They blur the boundaries between divisions, increase the transparency of work and become more effective the more stakeholders participate in them. These can be communication and collaboration tools, omnichannel mobile applications for clients, self-service portals, aggregators and other similar solutions.

We are seeing a transition from traditional System of Record (SoR) systems to single System of Engagement (SoE) systems. While SoRs provide a reliable "core" of an organization's data, through long-term retention of information that is the basis for business operations and reporting, SoEs focus on direct engagement and collaboration with customers, partners, or employees. They combine disparate recording systems into a single digital environment, providing traceability and improving the quality of user experience, "comments Andrey Vishnyakov, ITSM product owner, SimpleOne Business Product Director.

In addition, Russia began the process of creating its own Russian ITSM methodology - RITM, which will become an alternative to ITIL. As noted in the ESMP company, this will allow high-quality and effective import substitution of foreign products.

The active introduction of artificial intelligence, cloud technologies and automation into various systems allows you to create more flexible and efficient services. In addition, there is an increase in tool mobility, the ability to integrate with other systems, an increased focus on data security, and the ability to get quick analytics and reporting. These innovations affect the efficiency of such systems, reduce maintenance and infrastructure costs, and also serve as an impetus for new innovations in the field of ITSM, - summarizes Andrey Klubnikin, head of the frontend department of the IT company SimbirSoft.

Current trends are significantly changing the landscape of ITSM solutions, making them more flexible, user-oriented and integrated into the overall digital ecosystem of the enterprise. They encourage developers to create better and more innovative solutions that meet their customers "growing need for efficient IT service management.

See also

• Russian ITSM Systems Market
• ITSM Customer Priorities
• ITIL Information Technology Infrastructure Library
• Why do I need a Service Desk?
• ITSM import substitution. How to make the right choice and migrate quickly?
• TADdetails: how to introduce artificial intelligence into user support
• How do I choose and implement an ITSM system?
• "We have revoked all licenses": how to choose and migrate to domestic ITSM systems