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I am excited to see where technology takes us the next 10 years.

We will have mind-blowing innovation.

The key will be how well we use it to deliver (co-create) value as part of a broad technology group.

If AR/VR take off, how will you treat as Assets in Asset Management, configuration items in Service Management, or keep continuous in Business Continuity.

The same will be for all new technology.

The complexity of today’s technological environment makes it more difficult than ever to assess the risk and impact of Changes.

Consider all the vendors, partners, and suppliers plus the innovative technology.

This puts more emphasis on the people and the CMDB.

Invest in both.

When most people say “process”, it is not what they mean. They mean how we work a ticket through its lifecycle when really they mean procedures or work instructions.

I have encountered this a few times so read below and let me know if you agree or disagree with me.

– 15 years ago, I would design processes based on the needs of the organization, make sure they aligned with the ITIL books, and customize the tool – usually Remedy or HP – to reflect the processes. We would then build procedures and work instructions based off the processes.

– As time went on, the ITSM tools began closely adopting the ITIL books so there became pushback – and rightly so – to customizing the tool. But, some still insisted on doing things their way. Then, procedures and work instructions were built.

– Over the last 5-7 years, process has meant how the work flows through the tool. In this description process = workflow. But, this leaves a larger gap than before on how to best leverage the processes. In my opinion, success of the tool implementation will be in HOW the processes are executed, meaning procedures and work instructions.

So, in today’s world, when most people say “process” they really mean “procedures” or “work instructions” since they want to use the out-of-the-box toolset.

If you want a out-of-the-box toolset, what you are designing are procedures and work instructions, not process.

AI will change how we do Change Management/Enablement.

It will not replace the manual, human-centered management of risk … it will augment it.

AI can identify and assess risk, look for Change drift, which Change Window utilized for collisions, and connecting Changes to Incidents.

These are manual processes that AI will automate.

AI will raise the collective bar for Change Management doing better.

Taking this thought a step further, the connection to both Problem Management (as Problems are resolved via Changes) and Configuration Management will be aided via AI. Building on the the Configuration aspect, assuring – in real time – that every Change has an updated CI will be needed as the cycles continue to speed up.

Lastly, AI will help give oversight and governance to the increasing automation. Automation is rapidly growing as teams utilize CI/CD.

One AI example is real-time SOX compliance governance. AI should be able to ensure the controls, completeness, segregation of duty, and approvals at the right level are in place for every Change.

I am excited to see where this will lead.