MOST IN-DEMAND ITSM SKILLS FOR 2022
According to Gartner, the global cloud ITSM market is expected to grow to over $12 billion by 2025. ITSM now is more important than ever (even more so, after the pandemic), and industry leaders agree. What does this mean for ITSM professionals?
This blog details how the ITSM profession evolves and what technical and interpersonal ITSM skills professionals will need to excel in 2022 and beyond.
ARTIFICIAL INTELLIGENCE, MACHINE LEARNING, & AUTOMATION
Artificial intelligence and automation are undoubtedly the biggest catalysts to the evolution of IT service management in the recent past. Despite the widespread belief that AI might negatively impact some roles in the tech industry, service management professionals can reap tremendous benefits from AI and automation. They can automate mundane tasks, which will allow them to focus on more critical, high-value tasks. With simple condition-based rules and pre-defined workflows, AI & ML can increase agent productivity and make service delivery faster, cheaper, and more efficient.
Beyond technical knowledge, proper automation requires integrating a large number of systems together and gathering inputs from several stakeholders. This requires practitioners to have familiarity with processes and standards such as ITIL, Agile, Lean, & DevOps. Automation can make change management processes quicker and enterprise-wide updates more accurate. It can also streamline your employee onboarding processes and improve your C-SAT scores.
Top automation skills include:
- Scripting (Powershell and Bash)
- Source-code management (GitHub, GitLab, AzureDevOps)
- Kubernetes and Containers
- Testing, security, and network management
INFORMATION SECURITY MANAGEMENT
The pace of technological change presents both opportunities and challenges for today’s ITSM professionals. Organizations want to harness new innovations to enhance the success of their operations. However, these advancements pose certain risks. For example, the vulnerability of online data. High-profile cyberattacks are on the rise, and most organizations have yet to find a way to balance cyber risk and innovation.
To keep your data safe, you need robust information security policies and processes in place. They shield an organization’s confidential, sensitive, and personal data from being compromised. Info-sec management presents an opportunity for ITSM professionals to guide the business in implementing risk management techniques as part of their existing service management principles.
Information security experts work with security and product engineering teams and handle all cloud security and architecture-related aspects. A good understanding of web frameworks and architecture can come in handy for this role. Here’s a drilled-down list of the most in-demand information security skills:
- Ethical hacking
- Threat modeling
- Proficiency in programming languages (Python, Java, Ruby, Node, and PowerShell)
- IDS/IPS Penetration and vulnerability testing
- Familiarity with firewall protocols
- DNS, Subnetting, VoIP, VLAN, and VPNs
- MySQL/MSSQL practices
- Knowledge of windows/LINUX operating systems
- Certifications like GIAC, CISSP, CEH
- Identity and access management principles
- Application security and encryption technologies
“ITSM brings the processes, DevOps brings the automated technology, and they both bring people.”
— David Ratcliffe – President, Pink Elephant
DevOps is a multidisciplinary software development methodology that blurs the lines between development and operations. It applies the fundamental principles of continuous development and deployment to deliver software. ITSM, on the other hand, delivers services and ensures value creation and user satisfaction. While the approaches may be different, both ITSM and DevOps work towards the same goal – making software and service delivery quicker, easier and scalable. For the modern enterprise, both practices are indispensable. This is why ITSM professionals should focus on marrying the practices together.
A DevOps expert’s skill set should include:
- Stakeholder management and interpersonal skills
- Familiarity with automation concepts like containerization, Kubernetes, scripting, source-code management
- Infrastructure as code
- Continuous integration and continuous delivery
- Management practices like Agile, Scrum, and Lean
We live in the blockchain era.
Blockchain technology is revolutionizing traditional business models and taking the world by storm. And IT Service Management is no exception. From change management to CMDB and security to even shadow IT, blockchain use cases in ITSM are aplenty.
Undoubtedly, the strategic reach and influence of ITSM professionals in modern enterprises will continue to grow in the future. But to stay relevant, ITSM professionals should be on top of the latest trends and technologies that shape the industry. They should know how to adjust and prepare the business for any potential disruptions, learn new ITSM skills, and adopt a continuous learning mindset to grow along with the organization. The ITSM skills detailed in this blog play a vital role in preparing an ITSM professional for 2022 and beyond — a future full of technological surprises.