Want to know where you and your colleagues need to be – skills-wise – in 2020? Then this blog is for you. It offers highlights from a free-to-download SysAid eBook that uses the knowledge and experience of 20 IT service management (ITSM)-industry influencers to predict where the ITSM professional role is heading over the next few years and beyond.
Given the rapid rate of change across both business and IT landscapes, the roles of ITSM professionals – and the environments they work in – are also undoubtedly going to need to change. Future ITSM roles will of course still need to do some of what they do now or, put in more value-centric terms, they will still need to deliver against organizational needs and meet required outcomes using some of their existing skills and capabilities.
But what other skills and capabilities will ITSM professionals need to:
Your immediate answer might be: “Your guess is as good as mine!”
But, what if you were able to crowdsource a vision of the future along with a number of your colleagues and peers? Or, even better, what if you were able to crowdsource a vision of the future from a number of ITSM-industry influencers?
Does it make you feel more comfortable about the suitability of the offered predictions?
Hopefully it does.
Plus, you don’t actually need to do it – SysAid has already done the work and spoken with 20 ITSM-industry influencers, experts, and analysts to source their views, opinions, and perspectives on the ITSM professional of 2020.
Please read on to find out what these 20 people think. But first, let’s address the elephant in the room – the issues with, and value of, predictions.
Predictions are a funny thing. Sometimes they can be heard or read with a nod – reflecting a shared vision of the future. Other times, they can be heard or read with a tut-tut, headshake, and the questioning of the predictor’s knowledge, experience, and perhaps even sanity.
It’s also not easy to find prediction-related facts and statistics, such as how accurate any given predictor’s previous crystal-ball gazing has been. However, with the help of Google, it’s relatively simple to find opinions and quotes on the art – or is it science – of prediction.
In terms of prediction accuracy, Nils Bohr, a 20th Century Nobel Laureate in Physics, gets it spot on:
“Prediction is very difficult, especially if it’s about the future.”
In terms of future-seeing credibility, Lao Tsu, a 6th Century BC Chinese poet, is very scathing of those who make predictions:
“Those who have knowledge, don’t predict. Those who predict, don’t have knowledge.”
And in terms of the value of predictions, 19th Century mathematician, theoretical physicist, and philosopher of science Henri Poincaré wrote that:
“It is far better to foresee even without certainty than not to foresee at all.”
It’s up to you as to which is most relevant in predicting the future of the ITSM professional, but I’m with Henri – there’s a need to predict to influence the pathway to the desired future state, with course-correction as necessary on the way there.
The eBook contributors collectively offered up more than 100 responses. There were of course outliers – that were, in the main, unique among the collected responses. But, interestingly, there was a lot of commonality of opinion – with circa 70% of responses relating to a distinct set of 10 skills and capabilities.
Some of these you’d already expect, some are very new, and some are actually generic known areas for improvement.
The eBook drills down to take a look at each of these 10 skills and capabilities. Take AI and analytics, for example – here are some of the opinions about that, including explanatory text:
So, if you want to understand more about the 10 skills and capabilities required of 2020 ITSM professionals, including some whys and how-tos, then I recommend downloading this free eBook. In it, you’ll find the full set of views, opinions, and perspectives of the 20 ITSM-industry influencers along with explanatory text.