G'day, itSMF Australia!
I would like to wish all our members, a very Happy New Year.
I hope you have had a fantastic festive period, hopefully had a small break to recharge your batteries and are ready to tackle the exciting year ahead. This year promises to be a dynamic one for IT Service Management, with plenty of opportunities to innovate and improve our practices. However, it also brings its fair share of challenges, no surprises there, it is what keeps us employed!
Three of the biggest challenges I can see us facing in 2025 which sound all so familiar, but I still think these will be the hot challenges and topics of 2025.
Cyber Security - one of the most pressing challenges of recent years and will continue to be a challenge is the integration of Security Operations (SecOps) with IT Service Management (ITSM). As cyber threats become more sophisticated, the need for a seamless collaboration between IT and security teams is paramount. SecOps aims to bridge the gap, ensuring that security measures are embedded into IT operations from the get-go. This integration will help reduce service downtime, improve incident response times, and enhance overall security posture. However, achieving this requires a cultural shift and the adoption of new tools and processes, which can be a daunting task.
Artificial Intelligence (AI) and automation - continues to revolutionise ITSM with the promises of streamlining operations and improving service delivery. In 2025, the challenge lies in effectively integrating these technologies into existing workflows. AI can automate routine tasks, provide predictive insights, and enhance decision-making, but it also requires high-quality data and proper training to avoid biasesBalancing the benefits of AI with the need for transparency and accountability will be crucial.
Enhancing User Experience - as always, the end-user experience remains a top priority, and is in many ways our bread and butter, it’s what we do. In 2025 we will need continue to focus on creating a more user-centric approach to service management. This involves not only improving the efficiency and effectiveness of value streams but also ensuring that they are aligned with the needs and expectations of users. The shift towards experience-level agreements (XLAs) over traditional service-level agreements (SLAs) reflects this trend.
By prioritising user feedback and continuously iterating based on feedback, we can hopefully enhance satisfaction and drive better outcomes for our customers.
2025 is the Chinese Year of the Snake, symbolising wisdom, intuition, and transformation. Just like a snake sheds its skin, this year is an opportunity for us to shed old practices and embrace new, innovative approaches in Service Management.
As we navigate these challenges, remember that itSMF Australia, and our amazing community is here to support you. Through our events, networking opportunities, shared resources, and collective knowledge / wisdom, we aim to provide the insights and tools to help you transform your service management practices for the better.
Enjoy the bulletin and cheers to a fantastic year ahead!
Brendan
G'day, itSMF Australia!
I would like to wish all our members, a very Happy New Year.
I hope you have had a fantastic festive period, hopefully had a small break to recharge your batteries and are ready to tackle the exciting year ahead. This year promises to be a dynamic one for IT Service Management, with plenty of opportunities to innovate and improve our practices. However, it also brings its fair share of challenges, no surprises there, it is what keeps us employed!
Three of the biggest challenges I can see us facing in 2025 which sound all so familiar, but I still think these will be the hot challenges and topics of 2025.
Cyber Security - one of the most pressing challenges of recent years and will continue to be a challenge is the integration of Security Operations (SecOps) with IT Service Management (ITSM). As cyber threats become more sophisticated, the need for a seamless collaboration between IT and security teams is paramount. SecOps aims to bridge the gap, ensuring that security measures are embedded into IT operations from the get-go. This integration will help reduce service downtime, improve incident response times, and enhance overall security posture. However, achieving this requires a cultural shift and the adoption of new tools and processes, which can be a daunting task.
Artificial Intelligence (AI) and automation - continues to revolutionise ITSM with the promises of streamlining operations and improving service delivery. In 2025, the challenge lies in effectively integrating these technologies into existing workflows. AI can automate routine tasks, provide predictive insights, and enhance decision-making, but it also requires high-quality data and proper training to avoid biasesBalancing the benefits of AI with the need for transparency and accountability will be crucial.
Enhancing User Experience - as always, the end-user experience remains a top priority, and is in many ways our bread and butter, it’s what we do. In 2025 we will need continue to focus on creating a more user-centric approach to service management. This involves not only improving the efficiency and effectiveness of value streams but also ensuring that they are aligned with the needs and expectations of users. The shift towards experience-level agreements (XLAs) over traditional service-level agreements (SLAs) reflects this trend.
By prioritising user feedback and continuously iterating based on feedback, we can hopefully enhance satisfaction and drive better outcomes for our customers.
2025 is the Chinese Year of the Snake, symbolising wisdom, intuition, and transformation. Just like a snake sheds its skin, this year is an opportunity for us to shed old practices and embrace new, innovative approaches in Service Management.
As we navigate these challenges, remember that itSMF Australia, and our amazing community is here to support you. Through our events, networking opportunities, shared resources, and collective knowledge / wisdom, we aim to provide the insights and tools to help you transform your service management practices for the better.
Enjoy the bulletin and cheers to a fantastic year ahead!
Brendan