The document discusses 5 new dimensions that are impacting IT service management: mobile computing, cloud computing, agile software development, improved communication, and enhanced user experience. Mobile devices are now commonly used by customers and IT professionals for work tasks. Cloud computing still requires IT to ensure quality, manage incidents and problems, and govern services. Many service desks are working with development teams to support new application releases. Improving communication across silos is important to enhance the user experience.

1. 5 NEW DIMENSIONS IMPACTING
IT SERVICE MANAGEMENT
THE FUTURE OF IT SERVICE MANAGEMENT
MOBILE COMPUTING: FOR CUSTOMERS AND ITSM PROFESSIONALS
OF MOBILE DEVICE USERS
ARE PERFORMING BUSINESS
TASKS ON THEIR DEVICES
Even with SaaS, IT is on the hook for quality assurance,
incident and problem management, policy-based
service provisioning, and overall service governance.
Nearly half the service desk deployments surveyed in North
America and Europe are already actively working with their
development team to support new application releases.
End-user responsiveness can become meaningless if
initial communications consistently get lost in a maze
of siloed habits and siloed ways of working.
#1 Service Desk requirement is enhanced support/
visibility into user experience and end-user problems.
AGILE SOFTWARE
DEVELOPMENT
Source: Dennis Drogseth, Enterprise Management Associates: The Future of IT Service Management: Five Key Directions for Change, February 2015
50%
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56%
OF SMARTPHONE USERS
STRUGGLE TO ACCESS
BUSINESS SYSTEMS
64%
OF SERVICE DESK DEPLOYMENTS VIEW MOBILE
AS “SIGNIFICANTLY” OR “COMPLETELY”
IMPACTING SERVICE DESK OPERATIONS
87%
OF ALL BUSINESS USERS
REGULARLY USE BOTH A PC
AND AT LEAST ONE MOBILE
DEVICE TO PERFORM JOB TASKS
CLOUD
COMPUTING
IMPROVED
COMMUNICATION
USER
EXPERIENCE