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Introducing #CommunityChat or as we call it ‘Courtside with community’, an informal conversation among community members over cups of our favorite beverage.
I am currently writing this post with a tall glass of iced coffee in my hand :coffee:

This time around, we will be discussing all things ITSM - 

Topic of the hour: How to use ITSM & ITOM together to make your business unstoppable.

 

Here’s a list of questions we’ll be tackling in this chat - 

  1. What are the top priorities for IT leaders in 2022?
  2. How do IT leaders make the leap from tech leaders to business drivers?
  3. How to transition from traditional IT to DevOps?
  4. How to create delightful technology experiences for agents and employees?
  5. What are some challenges organizations face when setting up their enterprise service management, and what are the different solutions required to address them?

How does it work?

  • To answer a question, tag the answer with the corresponding number. For example, if you are answering the first question Q1, start your answer with A1 and use the Quote option
  • You can reply to each others threads/ posts to keep the conversation going
  • Be polite and respectful of other people’s opinions
  • Feel free to add any questions/ doubts too if you have any. Our in-house specialists and other community members maybe able to help you.

We’ll see you on March 14, sharp at 9:30 AM PST

 

In the meantime, register for our virtual IT summit now!

 

There is no way to register and/or get a calendar booking for this event other than manually - or? 

Hi @GlennA! Thanks for your interest. There is no registration required for this event and it’ll happen right here on the comments section of this discussion thread on Mar 14, 9.30 AM PST.

I’ll send across a Calendar invite to you for the same :)

Thanks. With a Calendar booking the time conversion is made automatically why it’s convenient. Unfortunately I now see that this time is evening time in Europe and this particular time I will probably have difficulties to attend unfortunately. But let’s see...

@glenn - We understand. Feel free to add your answers/ thoughts/ questions to the above questions at any time before or after the mentioned time. I’m sure a lot of us can learn through these discussions.

Looking forward to this chat :)

Hoping to be able to make it to this chat. Should be a good one!

Hi everyone! Good morning, afternoon, evening to all of you joining us for today’s #CommunityChat.

We have less than an hour to go and I thought it would be great to pop-in, say hello and get you all prepped for the chat.

Here are a few things to know before we get started on our #CommunityChat:

  1. To answer a question, tag the answer with the corresponding number. For example, if you are answering the first question Q1, start your answer with A1.

  2. If you cannot make it at 9:30 AM (PST) or even if you’re past time, you can still post your answers to a particular question.

  3. You can like/ reply to each others comments to keep the conversation going.

  4. Be respectful and mindful of your comments to others and remember to abide by the community guidelines.

  5. Feel free to post your questions around this topic as well. Our members and experts present today might be able to help you out.

  6. I will make sure to engage with all of you to make this conversation engaging and fruitful.

  7. Don’t forget to have a great time here. Grab your favourite beverage and join us at 9:30 AM PT!

Tagging a few folks here to be a part of the chat and share their insights:
@manns @zachary.king @GlennA @vishnu.selvaraj @Vishal Nema @ramsundar.radhakrishnan @Anusha @alyssia.correa @rhea.desouza @rubi.odell @raymondcanilao @lavjoson @JiriGrohmann @Denise.S.P @Warden Brown @Krystal A @Jovita @Bharadwaj @mmccoy @Sophie Murgatroyd @i.cameron @finn @mark.uther @vijay_2am @SLuethi @daniel.soderlund @KeithW @Parul Gupta @Johan L @pkleshick 

Looking forward to this thanks :)

Looking forward to this! Thanks @rashmi.nag :)

Got my shot of espresso ready! **cracks knuckles**

Welcome welcome to the first #CommunityChat as part of the March Madness Campaign powered by Refresh Community!

This is going to be an informal conversation among community members (all of us) over cups of our favorite beverage, sharing and talking about our topic of the day: How to use ITSM & ITOM together to make your business unstoppable.

Gear up and let’s get started.

*Drumroll please* 

It’s time to begin the #CommunityChat and here we go…

Q1: What are the top priorities for IT leaders in 2022?

To answer a question, tag the answer with the corresponding number. For example, if you are answering this question Q1, start your answer with A1.

Showtime!!! :wine_glass::wine_glass:

A1: In my opinion it is going to be shrinking the gap between employee experience and user experience. It is one thing to take industry leading platforms and make them available to your employees. But those technologies need to be easy to use and adopt into your organization. And then from there they should unite the employee and customer in a unified approach to solving problems.

A1. Each organization will hopefully have their own top priorities based on business needs but we can see groupings of what most interests ITSM professionals/leaders. This list is from a survey re ran at the start of 2022 (we were late in doing so), it shows most interest in:

  1. ITSM “advanced”
  2. Enterprise service management
  3. Digital transformation/digital workflows
  4. People (including attitude, behavior, and culture (ABC))
  5. Employee experience management

Versus for 2021:

  1. Digital transformation/digital workflows
  2. Artificial intelligence (AI)/machine learning
  3. Automation
  4. People (including attitude, behavior, and culture (ABC))
  5. Enterprise service management and ITIL 4 (joint)

Source: https://itsm.tools/hottest-itsm-trends-2022/

A1: In my opinion it is going to be shrinking the gap between employee experience and user experience. It is one thing to take industry leading platforms and make them available to your employees. But those technologies need to be easy to use and adopt into your organization. And then from there they should unite the employee and customer in a unified approach to solving problems.

And this being all the more important in a hybrid model?

A1. What’s also interesting to see is how IT priorities have changed in the last half decade (hopefully in line with business needs changing):

 

A1: In my opinion it is going to be shrinking the gap between employee experience and user experience. It is one thing to take industry leading platforms and make them available to your employees. But those technologies need to be easy to use and adopt into your organization. And then from there they should unite the employee and customer in a unified approach to solving problems.

Completely agreed! It should be a seamless experience for both your user and employees!

A1. As to what ITSM “advanced” is, I’ve written something for AXELOS on it (the elevator pitch is that it’s more than “the ITSM practices we haven’t already adopted”). Hopefully it will be published soon.

A1. Each organization will hopefully have their own top priorities based on business needs but we can see groupings of what most interests ITSM professionals/leaders. This list is from a survey re ran at the start of 2022 (we were late in doing so), it shows most interest in:

  1. ITSM “advanced”
  2. Enterprise service management
  3. Digital transformation/digital workflows
  4. People (including attitude, behavior, and culture (ABC))
  5. Employee experience management

Versus for 2021:

  1. Digital transformation/digital workflows
  2. Artificial intelligence (AI)/machine learning
  3. Automation
  4. People (including attitude, behavior, and culture (ABC))
  5. Enterprise service management and ITIL 4 (joint)

Source: https://itsm.tools/hottest-itsm-trends-2022/

Ooo! Wonderful to see some booming themes appearing as focus areas for 2022. And thank you for also highlighting the 2022 list with the previous year’s list.

A1: In my opinion it is going to be shrinking the gap between employee experience and user experience. It is one thing to take industry leading platforms and make them available to your employees. But those technologies need to be easy to use and adopt into your organization. And then from there they should unite the employee and customer in a unified approach to solving problems.

Agree :100: !! Technologies shouldn’t be complex to adopt and use but should provide a seamless experience for both employee and customer!

A1: In my opinion it is going to be shrinking the gap between employee experience and user experience. It is one thing to take industry leading platforms and make them available to your employees. But those technologies need to be easy to use and adopt into your organization. And then from there they should unite the employee and customer in a unified approach to solving problems.

And this being all the more important in a hybrid model?

Absolutely! Hybrid work systems are making it more and more important for us to focus on bridging this gap.

Keep those wonderful answers coming your way! :grinning:

Our next question in today’s conversation is...

Q2: How do IT leaders make the leap from tech leaders to business drivers?

To answer this question, start your answer with A2, signifying the answer for Q2.

A1. What’s also interesting to see is how IT priorities have changed in the last half decade (hopefully in line with business needs changing):

 

Interesting pattern. I’m more curious to know about ITSM “advanced”. Could you maybe shed some light on it, @manns ?

A1. What’s also interesting to see is how IT priorities have changed in the last half decade (hopefully in line with business needs changing):

 

Thanks for sharing the image! Its easier to understand, interesting to see how the priorities have changed and to see ‘people’ move up the order!

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