ITSMF (IT service management forum) have just had their annual conference which I attended and spoke at in London. During the conference, I attended many excellent talks about the market trends in services and service management. As the editor of ISO/IEC 20000-1, I am already looking at the changes required in the standard to make it fit for the future. The market trends I saw got the thought processes going further.
The market trends seen at ITSMF conference
The market trends being discussed at the conference covered many areas.
IT4IT is an open forum reference architecture for IT with a focus on 4 value streams – detect to correct, request to fulfil, requirement to deploy and strategy to portfolio.
SIAM, Service Integration and Management, is implemented in many places where there are multiple suppliers working together to deliver services to a customer with one party taking the role of service integrator.
Resilia is the new framework from Axelos covering information security within service management. The ITIL processes are all covered with guidance on building in information security for the services and its related information.
Shadow IT, where the business has bought and is running some of their own IT services such as cloud services, is now common with IT only finding out when the business asks for support because something has gone wrong. But should IT have a policy for this to accept that it will happen and try to bring some control?
Also covered were topics such as:
- Service automation
- Agile service management
- Lean continual improvement
ISO/IEC 20000-1 is being updated by the international standards committee responsible for the standard. The process has only just started and the revised edition is due out in 2018. All of these trends are being taken into account in the update to ensure that the standard remains fit for purpose and relevant to the market both now and into the future.
There are proposals to address many of these areas. For example:
- adding some requirements about integration
- ensuring that information security requirements are aligned with the revised ISO/IEC 27001 which will fit with Resilia
- adding some requirements about value
- concentrating on the what needs to be done and not how it is done by eliminating some of the detailed requirements allowing service providers to use many methods such as Agile, Devops, Lean within their implementations
The market trends are all being considered in the potential updates being discussed by the ISO committee for ISO/IEC 20000-1.
Many of these trends are happening now but the revised standard is not due out until 2018. All the market trends seen at ITSMF can be accommodated with ISO/IEC 20000-1 now although this may be more difficult than it will be in the future. If you would like support in how to make these trends in your organisation fit into your ISO/IEC 20000-1 implementation, then please contact Lynda Cooper.
Lynda Cooper, an independent consultant and trainer, is one of the first people in the world to hold the ITIL Master qualification. Lynda chairs the BSI committee for service management and is one of the authors of ISO/IEC 20000. Lynda sits on various ISO/IEC committees and is the project editor for ISO/IEC 20000-1 and ISO/IEC 90006.