itSMF Bulletin February 2023

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2022. It was intended as the opposite of ITSM “basics,” but how people voted in numbers in 2022 made us think it was potentially more. The 2023 poll verified this – with advanced ITSM still #4 after ITIL/ITSM “advanced” capabilities positioned ninth as a separate option for 2023. As to what this includes, the quick 2022 explanation was one or more of the following:

· Introducing the ITSM capabilities

that traditionally have lower

adoption levels but are now more

relevant to organizations, such as

formal service financial

management and IT asset

management capabilities

· Doing things differently – for

example adopting the new

guidance for an ITIL practice

already in place, such as

“swarming” for incident

management. Or refocusing ITSM

from “what’s done” to “what’s

achieved (by what’s done).” With

a focus on business outcomes (and

value) and the employee

experience, with experience level

agreements (XLAs complementing

traditional service level

agreements (SLAs)

· Leveraging new technologies more

· Sharing advanced ITSM with other

business functions through

(advanced) enterprise service

management.

It was thought to collectively cover the 2022 column in the above chart, blending the various topics – where every organization might have a slightly different interpretation based on its needs. However, an obvious omission was the focus on people in making all of this change a successful reality.

Most of the relevant 2022 content written here (that’s not covered in the other sections) relates to experience management:

· What 2022 Needs to Know About

Employee Experience

· What Employee Experience Really

Means for IT Support

· The What, Why, And How of

Employee Experience for IT

· Help Desks and the Need to

Modernize the Employee

Experience

· Service Management World 2022:

IT’s an Experience Thing