Rates of Change - Service Management Leadership

The rates of change will only increase.

When we think of how things will be different in the future, the changes will be driven by technology. RPA, AI, NLP, and everything in between.

These innovations will drive how we do things on the process side of business outcomes.

Think of how AI will impact:

Knowledge Management – knowing which knowledge article is most likely to be needed based on searches, incidents, and implementations.

Service Desk – knowing the likely topic of calls before the users pick up the phone.

Event – connecting the event system to everything so the events drive responses even before humans know there is an issue

There are many more that I will dive into in the future like Problem, Change, CMDB, etc.