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Looking Ahead: Exploring ITSM Market Trends & Predictions

November 24, 2021

2021 is coming to an end. As IT leaders prepare for 2022, they must anticipate rising ITSM trends to create an effective strategy for the year ahead. 

We’ve compiled a shortlist of ITSM predictions to watch for as well as suggested tactics and ITSM software advice to help you maximize business value. Let's dive into what the future of ITSM might look like...


ITSM Trend #1: Remote Workplace and the Rising Demand for ITSM Technology 

The remote workplace is nothing new. The shift to remote offices has already been building momentum over the years, but the pandemic rapidly accelerated the trend.  

Now that so many businesses completed their digital transformation, a number of them have decided to remain fully remote or operate on a digital and in-office hybrid model. This means that in 2022, IT teams can expect a sharp rise in the need for internal IT support and ITSM software. 

As teams continue working from home, reliance on digital tools will continue growing since remote teams need a bigger tech stack to work and communicate. ITSM will be a big part of managing that tech stack, implementing new tools, training employees on new solutions, and helping individuals with support requests across multiple locations. 

Centralized ITSM software will be essential for organizing support requests, introducing new IT initiatives, and training employees to use new technology.


ITSM Trend #2: Greater Emphasis on Workplace Experience 

The Great Resignation is real. According to the U.S. Bureau of Labor Statistics, 4.4 million people left their jobs in September of 2021. And a study conducted by Edelman shows that 76% of workers now have higher expectations for the workplace than they did a year ago.  

Employees now demand an experience that respects their mental and emotional wellbeing, flexibility, and overall fulfillment. As a result, business leaders must deliver a stellar workplace experience to reduce burnout and decrease employee churn. 

ITSM can help deliver an enhanced employee experience. For starters, ensuring your IT team is equipped with best-in-class ITSM tools can make a big difference. Automated workflows will accelerate ticket solve times to address any technical hiccups quickly. 

But ITSM software doesn’t necessarily stop with your IT department. ITSM automations, workflows, and approval chains can be helpful tools for other people-centric departments and processes, like HR, operations, recruitment, and onboarding. 

Investing in your employees’ professional development is one way to prove that you value them, and therefore, improve their experience. Some ITSM platforms offer a learning hub where you can publish educational and training materials that help advance your workers’ knowledge and skillsets. 


ITSM Trend #3: ITSM’s Influences on Customer Success 

The customer has always been king, but lately, the customer experience has become the primary standout factor in the marketplace. One study found that as of 2020, customer experience has overtaken price and product as the key brand differentiator. Not only that, but good CSM can financially benefit your business: 86% of buyers are willing to pay more for a great customer experience, and increasing customer retention rates by 5% can increase profits by up to 75%. 

So how can ITSM support customer success in 2022? Firstly, the IT team can use ITSM to help organize SOPs, build strategy, and create customer service workflows. Secondly, internal IT and the customer helpdesk can both utilize ITSM technology 

With advanced ITSM software, customers sign in to a service portal where they can search for self-support options, connect with the CSM team via live chat, and submit service requests. In addition, your service reps will be able to automate ticket workflows, build approval chains, and triage high-priority tickets to solve customer requests quickly and meet their important KPIs. 


Gear Up For 2022 With the Right ITSM Tools 

ITSM is growing more integral to business success, and it’s imperative to have the right tech to execute your critical initiatives. Set yourself up for success in 2022 with DeskDirector, the best-in-class ITSM platform designed to drive maximum business value. Try DeskDirector for free by signing up for a 14-day trial. 


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