ITSM predicted to become more challenging

Tuesday, 22 August, 2017

ITSM predicted to become more challenging

The results of the IT Service Management Future Readiness survey have been released.

Key findings include the belief that the IT jobs of the future will become more challenging; more needs to be done to match the expectations of incoming millennials; and artificial intelligence (AI) is not yet seen as a major job disrupter.

Of those who responded to the survey, 82% believe that the IT roles of tomorrow will be more challenging, while the majority of the workforce currently feels undervalued by management.

“It’s interesting — and worrying — that 82% of survey respondents believe that working in IT will get harder over the next three years,” said Stephen Mann, principal analyst and content director at

“Ultimately, as an industry, we still need to invest more in getting modern IT support right.”

More than 60% of respondents felt that current global and local political scenarios such as Brexit, the recent US election and Australian immigration policies will adversely affect recruitment for IT roles.

Cloud technology continues to enjoy positive feedback from ITSM professionals in spite of a major outage. In addition, artificial intelligence (AI) is not yet seen as a major job disruptor, with only 16% of respondents saying it will affect IT jobs.

With an incoming millennial workforce, 77% of ITSM professionals believe that IT teams will have to do more to manage the expectation gap between younger and older employees.

“The ITSM industry is continually evolving in response to its micro and macro influencers, like technology, people, practices and government regulations,” said Rajesh Ganesan, director of product management at ManageEngine.

“Being aware of potential future challenges and opportunities helps ITSM professionals stay relevant and responsive to changing landscapes in IT and business, giving their organisations a competitive edge.”

While only 5% of respondents feel that ITIL and other published ITSM practices are irrelevant, roughly 66% believe ITIL and other ITSM best practices have failed to keep up with the changing ITSM landscape. These findings reinforce the need for ITIL to reinvent itself to keep pace with the changing trends in IT.

ManageEngine and conducted the survey, which consisted of 10 questions that focused on the opportunities and challenges ITSM will see in the future. It was presented to ITSM professionals and garnered over 300 responses.

The full survey results are available for download at:

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