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IT Service Management in 2021: Predictions, Challenges and Changes

2020 asked businesses, organizations and IT teams to be agile, proactive and to challenge their modus operandi. It also challenged IT Service Management teams to champion businesses’ digital journeys in a way that no-one could have predicted in December 2019.

In this special end-of-year panel, ITSM experts come together to share ‘stories from the field’ in a year unlike any other, predictions for what 2021 may bring and advice and tips for service management professionals to embrace the coming year with the same dexterity, calmness and leadership they displayed in 2020.

From technologies and tools, to strategies for adopting and embracing cultural shifts, our experts will be sharing use cases and looking at:

- How AIOps and an AI-first approach enabled cutting-edge ITSM teams to survive COVID-19
- How to plan for the future of your ITSM strategy given the acceleration of Digital Transformation initiatives in 2020
- Tips for maintaining a work-life balance when the business depends on you more than ever
- And more
Recorded Jan 28 2021 60 mins
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Presented by
Daniel Breston, Daniel Breston Ltd; Evan Carlson, EasyVista; Fran Fernandez, Espressive & Pierre Aeschlimann, Cherwell
Presentation preview: IT Service Management in 2021: Predictions, Challenges and Changes

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  • Simplify the Journey from IT Service Management to Enterprise Service Management Apr 14 2021 4:00 pm UTC 45 mins
    Jane Leahy, Senior Solutions Engineer, Cherwell
    Often organizations talk about Enterprise Service Management (ESM) but what they are talking about, or want are just the ITIL processes, which really falls under the realm of IT Service Management (ITSM). People talk about Enterprise Service Management as their vision, the “art of the possible”, and start in the context of IT Service Management.
    Transitioning into Enterprise Service Management can lead to mis-steps and brings numerous challenges.
    This webinar looks at the different ways to get to Enterprise Service Management, the challenges with each, and how you can simplify the journey through common data structures, workflow, automation, and common service management practices.
    The concept of Enterprise Service Management takes you on the journey out of IT, to now servicing HR, Facilities, Legal, Marketing, Finance - what Line of Business in your organization doesn't need modernization, improved workflow, and analytics?
  • Simplify the Journey from ITSM to Enterprise Service Management (APAC) Apr 8 2021 1:00 am UTC 45 mins
    David Pickering, Manager Solution Engineering, Cherwell
    Often organisations talk about Enterprise Service Management (ESM) but what they are talking about, or want are just the ITIL processes, which really falls under the realm of IT Service Management (ITSM). People talk about Enterprise Service Management as their vision, the “art of the possible”, and start in the context of IT Service Management.

    Transitioning into Enterprise Service Management can lead to mis-steps and brings numerous challenges.

    This webinar looks at:
    - The different ways to get to Enterprise Service Management
    - The challenges with these methods
    - How you can simplify the journey through common data structures, workflow, automation, and common service management practices.

    The concept of Enterprise Service Management takes you on the journey out of IT, to now servicing HR, Facilities, Legal, Marketing, Finance - what Line of Business in your organisation doesn't need modernisation, improved workflow, and analytics?
  • Your CMDB is Still Failing - Understand Why and Create a Plan for Success Mar 16 2021 4:00 pm UTC 45 mins
    Mark Robinson, Senior Solution Engineer, Cherwell
    The concept of a CMDB has been around for a long time and gained popularity in the mid-2000’s when ITSM vendors started to pitch their take on what a CMDB was. The CMDB remains important but many organizations have tried and failed. Others have had success after expending considerable effort and money.
    Now more than ever the CMDB is critically important, with many organizations dealing with a hybrid environment of cloud (AWS, Azure) and on-premise. Tracking this is becoming more complex and more challenging.
    When CMDB’s fail, what is it that makes them unsuccessful? This webinar looks at the various reasons a CMDB fails and what to look-out for.
    We also discuss what your CMDB plan should look like and set realistic expectations. No CMDB is 100% successful first time, but through continuous improvement you can achieve value within your organization.
  • Your CMDB is Still Failing - Understand Why and Create a Plan for Success (APAC) Mar 11 2021 12:00 am UTC 45 mins
    David Pickering, Manager Solution Engineering, Cherwell
    The concept of a configuration management database (CMDB) has been around for a long time and gained popularity in the mid-2000’s when ITSM vendors started to pitch their take on what a CMDB was. The CMDB remains important but many organisations have tried and failed. Others have had success after expending considerable effort and money.

    Now more than ever the CMDB is critically important, with many organisations dealing with a hybrid environment of cloud (AWS, Azure) and on-premise. Tracking this is becoming more complex and more challenging.

    When CMDB’s fail, what is it that makes them unsuccessful?

    This webinar looks at:
    - The various reasons a CMDB fails and what to look-out for.
    - What your CMDB plan should look like and set realistic expectations.

    No CMDB is 100% successful first time, but through continuous improvement you can achieve value within your organisation.
  • Beschleunigen Sie Innovation und Transformation durch einen No-Code-Ansatz Mar 1 2021 9:00 am UTC 41 mins
    Pierre-André Aeschlimann, Global Sales and Solution Strategy
    Hochqualifizierte Programmierer haben ihre Vorzüge, aber wenn es darum geht, schnell - und innerhalb des Budgets Ihrer Organisation - zu innovieren, ist eine bessere Option, die Entwicklung zu demokratisieren. Dies befähigt Ihre Mitarbeiter, treibt die Innovation an und beschleunigt die Markteinführung - drei Faktoren, die für eine erfolgreiche Strategie zur digitalen Transformation entscheidend sind.

    Unterstützt durch interessante Kundenbeispielen aus dem realen Leben werden wir uns in diesem Webinar mit folgendem befassen:

    -No-Code, Low-Code, und Pro-Code: Was ist der Unterschied (und warum ist er wichtig)
    -Ein Blick auf die Möglichkeiten, die eine End-To-End No-Code Plattform bietet
    -Eine unmittelbare Demonstration von Cherwells Plattform und wie sie genutzt werden kann, um Portale, Formulare, Dashboards, Widgets oder sogar völlig neue Geschäftsanwendungen zu konfigurieren und zu bauen.

    ***

    Highly skilled programmers have their merits, but when it comes to innovating quickly—and within your organization’s budget—a better option is to democratize development. This empowers your staff, spurs innovation, and accelerates time-to-market—three factors that are key to a successful digital transformation strategy.
  • ITOM + ITSM = Operative Effizienz (In German) Recorded: Feb 23 2021 45 mins
    Pierre-André Aeschlimann, Global Sales and Solution Strategy
    Wenn Sie eine geschäftliche Transformation anstreben, ist der Schlüssel dazu, das Operations-Management mit dem Service-Management der nächsten Generation zu verbinden. Diese Verbindung bietet einen tiefen Einblick in die Betriebsabläufe, ermöglicht es Ihnen, proaktiv statt reaktiv zu werden, und bietet zudem zahlreiche Möglichkeiten zur Kosteneinsparung.

    In diesem Webinar werden wir uns mit folgendem befassen:

    -Die Wichtigkeit belastbarer Betriebsabläufe, um hohe Effizienz zu ermöglichen und Ihrer Organisation die Möglichkeit zu geben, ihren Reifegrad zu steigern
    -Wie die Kombination von ITSM und ITOM einen besseren Einblick in Ihren operativen Footprint ermöglicht
    -Wie Ihre Organisation von einer reaktiven Strategie zu einer Strategie der "Vorhersage und Prävention" gelangen kann
    -Kosteneinsparungen durch erkennen von Shadow-IT-Ausgaben, Reduzierung des Prüfungsrisikos und mehr

    ****

    If you’re eager for business transformation, the key is to pair operations management with next-gen service management. This marriage provides deep visibility into operations, allows you to become proactive instead of reactive, and also offers ample cost-saving opportunities.

    In this webinar, we’ll explore:

    -The importance of resilient operations to enable great efficiency and allow your organization to deepen its maturity level
    -How combining ITSM and ITOM enables greater visibility into your operational footprint
    -How your organization can move toward a “predict and prevent” strategy, and away from a reactive one
    -Cost-savings available through detecting spending on shadow IT, reducing audit risk, and more
  • A How to Guide - Getting Started with Enterprise Automation Recorded: Feb 23 2021 27 mins
    Kari Nelson, Director of Product Marketing
    Get practical tips for how to implement automation at your organization, along with an examination of why automation has never been more critical.

    Prior to the COVID-19 pandemic, automation was essential for digital transformation. But now, as your enterprise continues to adjust, there’s a fresh urgency to implementing automation.

    Not only does automation eliminate manual hand-offs, but it enables the delivery of higher-quality services and improves your IT environment. Fundamentally, automation allows your organization to fill in any gaps from the loss of employees.

    And while implementation can be tricky, it’s by no means out of reach. During this webinar we'll delve into analyst information and market data to show the game-changing qualities of automation.

    This webinar explores:
    -Market and customer data demonstrating that automation is a critical need during (and after) the pandemic
    -Practical tips that IT managers and directors can use to jump-start their automation journey
    -Examples of automation, including cloud provisioning and workflow automation
  • Transformieren Sie Ihre Organisation mit ESM (In German) Recorded: Feb 22 2021 50 mins
    Pierre-André Aeschlimann, Global Sales and Solution Strategy
    Enterprise Service Management (ESM) geht über die gemeinsame Nutzung bekannter ITSM-Werkzeuge mit anderen Unternehmensfunktionen im Unternehmen hinaus. ESM ist ein strategischer Ansatz, der Veränderungen bei Menschen, Prozessen und Technologien einbezieht.
    Die Reise kann damit beginnen, bestimmte erfolgreiche Methoden aus der Welt des IT-Service-Managements zu replizieren. Sie erfordert jedoch ein umfassenderes Verständnis der jeweiligen Abteilungen, die Dienstleistungen für die Mitarbeiter erbringen sollen.

    In diesem Webinar werden wir uns anhand von Kundenbeispielen aus der Praxis mit folgendem befassen:

    -Welche grundlegenden Elemente Sie bei der Aufnahme — oder Fortsetzung — Ihrer ESM-Reise beachten sollten.
    -Die erforderlichen Funktionen für einen ESM-Plattform-Ansatz
    -Welche organisatorischen und technischen Funktionen sich als erfolgreich erwiesen haben

    ****

    Enterprise service management (ESM) goes beyond sharing well-known ITSM tooling with other business functions in the enterprise. ESM is a strategic approach that involves people, process, and technology changes. The journey can begin by replicating certain successful practices from the IT service management world, but it requires a more comprehensive understanding of the respective departments expected to provide services for the employees.
  • How to Build a Business Case for Your Next IT Project Recorded: Feb 18 2021 36 mins
    Kari Nelson, Director of Product Marketing
    The technology buying process can be challenging—securing budget and corralling stakeholders aren’t easy. But if you know it’s time for a new service management solution, don’t let the process stand in the way of progress.

    In this webinar, we’ll show you how to become a champion for best-in-class technology. We’ll take you through the steps required in the IT solution-approval process, including:

    Benchmark your current service management practice
    Identify what you need in an ITSM solution
    Gain buy-in by strategically sharing the business impact of a new solution
    Activate decision-makers
  • Accelerate Innovation and Transformation Through a No-Code Approach (In German) Recorded: Feb 10 2021 42 mins
    Pierre-André Aeschlimann, Global Sales and Solution Strategy
    Highly skilled programmers have their merits, but when it comes to innovating quickly—and within your organization’s budget—a better option is to democratize development. This empowers your staff, spurs innovation, and accelerates time-to-market—three factors that are key to a successful digital transformation strategy.

    ***

    Hochqualifizierte Programmierer haben ihre Vorzüge, aber wenn es darum geht, schnell - und innerhalb des Budgets Ihrer Organisation - zu innovieren, ist eine bessere Option, die Entwicklung zu demokratisieren. Dies befähigt Ihre Mitarbeiter, treibt die Innovation an und beschleunigt die Markteinführung - drei Faktoren, die für eine erfolgreiche Strategie zur digitalen Transformation entscheidend sind.

    Unterstützt durch interessante Kundenbeispielen aus dem realen Leben werden wir uns in diesem Webinar mit folgendem befassen:

    -No-Code, Low-Code, und Pro-Code: Was ist der Unterschied (und warum ist er wichtig)
    -Ein Blick auf die Möglichkeiten, die eine End-To-End No-Code Plattform bietet
    -Eine unmittelbare Demonstration von Cherwells Plattform und wie sie genutzt werden kann, um Portale, Formulare, Dashboards, Widgets oder sogar völlig neue Geschäftsanwendungen zu konfigurieren und zu bauen.
  • How the Digital Workplace Drives Business Results Recorded: Feb 4 2021 34 mins
    Kari Nelson, Director of Product Marketing
    When companies achieve digital maturity, big benefits follow, including gains in productivity, high satisfaction levels from customers and employees alike, and customer retention.

    In an effort to understand more of these benefits, and see how work process integration contributes to digital transformation, Cherwell commissioned Lawless Research to survey managers and executives. As part of this survey, we also inquired about the successes—and challenges—companies were experiencing with remote working.

    The findings were clear: Digital transformation is game-changing, moving companies to a different league.

    In this webinar, we’ll review the survey findings, and discuss:

    Why committing to digital transformation is a priority
    How low- and no-code platforms provide opportunities
    Ways that digital transformation leads to an evolving role for the CIO
    The latest remote working trends
    And more!
  • IT Service Management in 2021: Predictions, Challenges and Changes Recorded: Jan 28 2021 60 mins
    Daniel Breston, Daniel Breston Ltd; Evan Carlson, EasyVista; Fran Fernandez, Espressive & Pierre Aeschlimann, Cherwell
    2020 asked businesses, organizations and IT teams to be agile, proactive and to challenge their modus operandi. It also challenged IT Service Management teams to champion businesses’ digital journeys in a way that no-one could have predicted in December 2019.

    In this special end-of-year panel, ITSM experts come together to share ‘stories from the field’ in a year unlike any other, predictions for what 2021 may bring and advice and tips for service management professionals to embrace the coming year with the same dexterity, calmness and leadership they displayed in 2020.

    From technologies and tools, to strategies for adopting and embracing cultural shifts, our experts will be sharing use cases and looking at:

    - How AIOps and an AI-first approach enabled cutting-edge ITSM teams to survive COVID-19
    - How to plan for the future of your ITSM strategy given the acceleration of Digital Transformation initiatives in 2020
    - Tips for maintaining a work-life balance when the business depends on you more than ever
    - And more
  • Transform Your Organization with Enterprise Service Management (In German) Recorded: Jan 27 2021 51 mins
    Pierre-André Aeschlimann, Global Sales and Solution Strategy
    Enterprise service management (ESM) goes beyond sharing well-known ITSM tooling with other business functions in the enterprise. ESM is a strategic approach that involves people, process, and technology changes. The journey can begin by replicating certain successful practices from the IT service management world, but it requires a more comprehensive understanding of the respective departments expected to provide services for the employees.

    ****

    Enterprise Service Management (ESM) geht über die gemeinsame Nutzung bekannter ITSM-Werkzeuge mit anderen Unternehmensfunktionen im Unternehmen hinaus. ESM ist ein strategischer Ansatz, der Veränderungen bei Menschen, Prozessen und Technologien einbezieht.
    Die Reise kann damit beginnen, bestimmte erfolgreiche Methoden aus der Welt des IT-Service-Managements zu replizieren. Sie erfordert jedoch ein umfassenderes Verständnis der jeweiligen Abteilungen, die Dienstleistungen für die Mitarbeiter erbringen sollen.

    In diesem Webinar werden wir uns anhand von Kundenbeispielen aus der Praxis mit folgendem befassen:

    -Welche grundlegenden Elemente Sie bei der Aufnahme — oder Fortsetzung — Ihrer ESM-Reise beachten sollten.
    -Die erforderlichen Funktionen für einen ESM-Plattform-Ansatz
    -Welche organisatorischen und technischen Funktionen sich als erfolgreich erwiesen haben
  • Velocity through “DevOps ready” service management Recorded: Jan 21 2021 31 mins
    Pierre-André Aeschlimann, Global Sales and Solution Strategy
    A lot has changed this year, but the good news is that comprehensive service management is more relevant than ever. While efficiency and velocity may be the focus today, leading organizations are getting ready to capitalize on growth and innovation opportunities as applicable. A service management platform approach allows organisations to increase IT resilience and transform employee and customer experiences. Furthermore, a DevOps readiness provides better overarching controls and actionable insights in this still very fragmented area to further boost innovation cycles. This webinar will explain broader service management use cases throughout the entire DevOps lifecycle of services.
  • How to Build a Business Case for Your Next IT Project Recorded: Jan 20 2021 37 mins
    Kari Nelson, Director of Product Marketing
    The technology buying process can be challenging—securing budget and corralling stakeholders aren’t easy. But if you know it’s time for a new service management solution, don’t let the process stand in the way of progress.

    In this webinar, we’ll show you how to become a champion for best-in-class technology. We’ll take you through the steps required in the IT solution-approval process, including:

    Benchmark your current service management practice
    Identify what you need in an ITSM solution
    Gain buy-in by strategically sharing the business impact of a new solution
    Activate decision-makers
  • How the Digital Workplace Drives Business Results Recorded: Jan 13 2021 34 mins
    Kari Nelson, Director of Product Marketing
    When companies achieve digital maturity, big benefits follow, including gains in productivity, high satisfaction levels from customers and employees alike, and customer retention.

    In an effort to understand more of these benefits, and see how work process integration contributes to digital transformation, Cherwell commissioned Lawless Research to survey managers and executives. As part of this survey, we also inquired about the successes—and challenges—companies were experiencing with remote working.

    The findings were clear: Digital transformation is game-changing, moving companies to a different league.

    In this webinar, we’ll review the survey findings, and discuss:

    Why committing to digital transformation is a priority
    How low- and no-code platforms provide opportunities
    Ways that digital transformation leads to an evolving role for the CIO
    The latest remote working trends
    And more!
  • Why an Employee-First Strategy Makes All the Difference - Part 1 Recorded: Jan 12 2021 39 mins
    Phil Bowmaster, Principal Product Marketing Manager
    Through digital process automation (DPA), you can automate tasks and refine workflows. By doing so, you’ll enable a better consumer experience, boost employee engagement, and ultimately increase revenue.

    But there’s a catch: 73 percent of all digital transformation efforts fail. Find out how to prevent that outcome in our two-part series on the challenges and best practices involved in implementing a DPA strategy.

    Part One, explores the major challenges that organizations face when setting out to define an employee-first strategy:

    - Why organizations often lack a broad, cross-functional perspective on key business processes
    - How system silos and manual processes block DPA initiatives
    - Recommended DPA processes that can have an immediate positive impact on employee experience
  • How to Build a Business Case for Your Next IT Project Recorded: Dec 17 2020 37 mins
    Kari Nelson, Director of Product Marketing
    The technology buying process can be challenging—securing budget and corralling stakeholders aren’t easy. But if you know it’s time for a new service management solution, don’t let the process stand in the way of progress.

    In this webinar, we’ll show you how to become a champion for best-in-class technology. We’ll take you through the steps required in the IT solution-approval process, including:

    Benchmark your current service management practice
    Identify what you need in an ITSM solution
    Gain buy-in by strategically sharing the business impact of a new solution
    Activate decision-makers
  • Why an Employee-First Strategy Makes All the Difference — Part 2 Recorded: Dec 15 2020 40 mins
    Phil Bowmaster, Principal Product Marketing Manager
    Digital process automation (DPA) can help automate tasks and refine workflows so you can get more done—faster.

    In the second part of our two-part series, Why an Employee-First Strategy Makes All the Difference, we’ll discuss DPA implementation strategies.
  • Why an Employee-First Strategy Makes All the Difference — Part 2 - EMEA Recorded: Dec 15 2020 40 mins
    Phil Bowmaster, Principal Product Marketing Manager
    Digital process automation (DPA) can help automate tasks and refine workflows so you can get more done—faster.

    In the second part of our two-part series, Why an Employee-First Strategy Makes All the Difference, we’ll discuss DPA implementation strategies.
Powerful & Intuitive Software for IT Service Management—and Beyond
Cherwell delivers IT service management, workforce and business enablement solutions that allow IT to become a true partner to the business. Built on a modern, metadata architecture, the Cherwell platform enables IT teams to rapidly build, configure or merge new ITSM or business functionality—without touching a single line of code or living in fear of the next upgrade. Because of Cherwell’s focus on delivering a solution that is easy to configure, customize, and use, IT organizations extend Cherwell to solve a wide range of IT and business problems. With an unwavering commitment to putting customers first and being easy to do business with, Cherwell enjoys 98%+ customer satisfaction rating. Learn more at www.cherwell.com.

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  • Title: IT Service Management in 2021: Predictions, Challenges and Changes
  • Live at: Jan 28 2021 11:00 am
  • Presented by: Daniel Breston, Daniel Breston Ltd; Evan Carlson, EasyVista; Fran Fernandez, Espressive & Pierre Aeschlimann, Cherwell
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