itSMF Slovenija, Združenje za ravnanje s storitvami IT

AI Powered IT management : Hype or a Leap Forward? Last week, I had the opportunity to speak at a great event organized by itSMF Slovenia (and PMI) on the transformative potential of artificial intelligence (AI) within the IT function. AI offers enormous potential for enhancing IT development and operations, including portfolio planning, design, coding (for instance, using tools like Co-Pilot), testing, monitoring /observability (AIOps), self-service and self help (virtual assistant), security operations (and threat intelligence), FinOps, as well as risk and compliance (and many others). However, the success of AI depends upon high-quality IT data. Today, DATA remains the foremost challenge in IT management. On average, IT professionals loose one day each week to find the right information. While most organizations acknowledge the pivotal role of data as the cornerstone of a robust digital management system, the reality is that many IT departments are suffering by disjointed IT-processes, a siloed tooling environment, fragmented data repositories, and disconnected vendors, leaving them ill-equipped to navigate the emerging digital landscape. To improve IT management, you need UNIFIED INFORMATION MODEL that governs the digital supply chain and fosters a end-to-end digital thread across your IT value streams. Just to illustrate the complexity of data within IT: enterprise architecture data, IT services and digital products, key stakeholders/ users, epics, projects, features, user stories, requirements, design documents, source code, software bill of materials (SBOM), test cases, test data, user manuals, configuration data, vendor contracts, knowledge items, licenses, consumption and IT costs, incidents, problems, changes, service requests, user identities and access rights, secrets, policies, controls, risks, compliance records, security threats, vulnerabilities, lifecycle data of technologies, contingency plans, monitoring logs, events, and more. Imagine we can connect all this data across the value stream, offering unparalleled transparency and traceability. Having all the information at your fingertips to make informed decisions! Imagine the possibilities when AI is employed to use your IT data, automating processes, managing risks, ensuring compliance, and enhancing the delivery of value, augmenting your IT employees and eliminating frictions. BUT WHERE YOU START THIS AI JOURNEY? That is where the IT4IT standard comes to the rescue. The IT4IT standard helps you to navigate this transformation of the IT function. It provides a framework (underpinned by a common information model) to identify opportunities for automation and AI, focussing on how to connect the various parts and data objects optimizing end-to-end workflows. Take a DATA DRIVEN APPROACH to IT Management. itSMF Slovenija, Združenje za ravnanje s storitvami IT PMI Slovenia, Ljubljana Chapter #DevOps #IT4IT #ITSM #ITIL #PMI #AI #ArtificialIntelligence #CSDM

IT Service Management: Navigating Today’s Challenges with ITSM   I was honored to present at the recent itSMF Slovenija, Združenje za ravnanje s storitvami IT and PMI Slovenia, Ljubljana Chapter event. My session delved into the critical relevance of IT Service Management (ITSM) in today’s fast-paced digital world and explored effective strategies to overcome current IT challenges. During my presentation, we covered several pivotal topics: ·      Introduction to ITSM: Understanding ITSM's role in aligning IT services with business objectives to foster growth and efficiency. ·      The Digital Transformation Catalyst: How ITSM supports agile workflows, integrates emerging technologies, and facilitates cloud migration, all while promoting continuous improvement. ·      Streamlining IT Service Delivery: Enhancing the predictability of IT services, standardizing processes, and prioritizing user experience to improve service performance. ·      Boosting Organizational Productivity: Automating routine IT tasks, optimizing service response times, and supporting proactive problem management to free up valuable IT resources. ·      Ensuring Regulatory Compliance: Aligning IT services with compliance standards, simplifying audit processes, enhancing data security, and facilitating documentation and reporting. ·      Cost Management Through ITSM: Reducing operational costs, improving resource utilization, minimizing downtime, and enabling better financial planning. ·      Managing IT Complexity: Centralizing IT service management, standardizing processes across technologies, and enhancing visibility and control over IT resources. ·      Business and IT Alignment: Ensuring IT objectives support business goals, facilitating effective communication between IT and business units, and enabling strategic IT planning and investment. ·      Quality Assurance Benchmarks: Defining clear quality standards for IT services, implementing continuous monitoring and reporting, and fostering a culture of excellence and accountability. ·      Discussing future trends such as AI and machine learning integration, cloud services, enhanced cybersecurity, Agile and DevOps collaboration, and improved user experience. Why is ITSM Relevant Today? IT Service Management is more critical than ever as it supports digital transformation, improves service delivery, enhances productivity, ensures regulatory compliance, manages costs, and aligns IT with business objectives. With the global ITSM market expected to grow in forthcoming years, it’s clear that ITSM is integral to modern IT operations. Thank you to itSMF Slovenija and PMI Slovenia for hosting such an insightful event! It was a great pleasure meeting industry experts Lee R. Lambert, Stephen Alstrup, Americo Pinto, Nenad Sutanovac, Mitja Trampuz and rock star Rob Akershoek. Many thanks to organizers and sponsors for excellent event! #ITSM #ITIL #PMI #AI #ArtificialIntelligence #DevOps #ITManagement #DigitalTransformation