Over the next several years, the relationships between technology, business and the IT organization will be changed significantly by three distinct driving forces. In order to adequately plan and prepare for these changes, IT professionals and business leaders alike must begin to change the way they view the role that the IT department plays within the business. They must also embrace the fact that the three determining forces that are set to change the world of IT as we know it will also dramatically increase the adoption of Service Management and Automation (SMA) as a key component to business success.
“As-a-service” will become commonplace.
According to industry research conducted by Forrester, the amount spent by IT on platform, cloud software and infrastructure services is forecasted to increase from the present amount of about $28 billion to an incredible $258 billion by the year 2020. That’s 45% of the total IT services spend in just 7 short years. These numbers are based on the fact that more and more business are seeing the appeal of “as-a-service” products, particularly infrastructure-as-a-service (IaaS), because of their lower cost, rapid feature enhancement and faster time-to-productivity.
The role of Service Management and Automation in this concept lies in the ongoing adoption of cloud-based services and technology. This adoption will help IT operations to further improve and mature their SMA initiatives so that they will be able to quickly and efficiently adapt to change, and dramatically improve a variety of business processes, thereby improving the overall operational efficiency of the organization as a whole.
The workforce of tomorrow will be more tech-savvy and self-empowered.
As consumer technology improves and becomes more available, and the workforce demographic shifts toward younger, more tech-savvy individuals, the way IT operations are run will also evolve. Rather than stick to traditional IT processes, employees, both in and outside of the IT department, will become more empowered to leverage the new technology that is available to them in order to do their jobs more efficiently.
As this shift begins to take place, Service Management and Automation will play a pivotal role in helping IT operations to better serve these empowered workers, taking on a more consumer services role than that of the present private IT service provider. Instead of simply supplying IT services as a package deal, employees will be allowed to take a more active role in the process. For instance, employees can be presented with a catalog of self-service portal options from which they can pick and choose, empowering them and freeing up IT personnel to focus on other business critical tasks.
New markets and increasing consumer interest will create a more customer-centric business environment.
The future of technology is not only making employees more empowered, but is also changing the way businesses must view and interact with their empowered customers. With so much information readily available to consumers, and new markets emerging every day, the only way businesses can stay competitive is to improve their knowledge of and engagement with the customer. What’s more, the very face of today’s consumer is evolving, meaning that the customers you serve in 2020 will likely be vastly different than those that you serve today.
In order to remain successful in these changing times, enterprises must find a way to develop innovative products, offer superior services and most importantly, do so at a more competitive price. Because IT services are continuing to play a more prominent role in virtually every aspect of the business cycle, including sales, marketing and customer satisfaction, it’s more important now than ever before that these services are reliable, scalable and flexible. SMA will play a key role in the necessary transition toward a more consumer-centric business model, particularly in terms of providing the flexibility and agility that is needed to meet the growing and ever-changing demand of customers.
Is your business ready to take on these exciting changes?
As you can clearly see from the results of this research, the IT world is poised to experience a significant and permanent change in the very near future. As this change begins to take shape, SMA will begin to take on a more critical role in helping businesses adjust and adapt successfully and stay afloat in competitive times.