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Cloud IT service management (ITSM) solutions have gained widespread adoption due to the expansion of the mobile workforce. This has caused a subsequent surge in security and privacy concerns across organizations. Furthermore, small and medium-sized enterprises are progressively moving towards cloud technology, which would eventually build up a profitable future for the industry.

All about the Cloud IT Service Management technology:

 What is cloud IT service management?

Cloud IT service management is a way of implementing, managing, and providing IT services to meet the needs of an organization. It guarantees that a suitable mix of people, processes, and technology is in place to provide value. Implementation of ITSM can help to regularize processes through structured delivery and documentation. ITSM implementation also helps to save costs by creating a predictable IT department. Implementation of ITSM has the business benefits of bringing to the company an actionable IT perspective that aids in decision-making.

Through several contact points across the enterprise, IT has access to a vast amount of data that can be used to produce business-critical insights. These insights can expose problems in business and IT at the earliest stage, reduce costs and risks whilst enhancing the quality of IT service delivery. Help desk software has begun to incorporate business intelligence tools to extract valuable information from help desk data. For instance, the simple SLA compliance level chart only shows when the SLA compliance level is steadily rising or surging but does not help in understanding why the SLA level is changing. Deep dive research using business intelligence software can help to identify factors that negatively affect SLA enforcement rates and how to correct them.

Cloud IT service management solutions:

Service portfolio management

Service portfolio management in the IT industry involves the development, arrangement, and management of a portfolio of IT services, such as communications-related services or services related to the infrastructure. Implementation of service portfolio management is aimed at improving the IT business processes and fulfilling consumer needs by maximizing the value of services and reducing their costs. The framework to Manage the Product Portfolio helps you accomplish these objectives. A service portfolio provides information about service organization and details on each service, including status, and related products.

Cloud-based analytics has revolutionized big data and business intelligence as it is easier to capture and analyze data from a wide range of digital systems from a number of sources and fields, from network operations to employee results. Allow your users to draw insights for better decision-making with reporting and data discovery tools. Deployment times are quicker when embedding a cloud-based BI device, such as those supporting single sign-on and multi-tenance applications.

Operations and performance management

A key driver of cloud computing is versatility–the ability to quickly power-up and power-down instances, on-demand. Cloud service providers must completely automate their operations to achieve the sort of agility that consumers expect. It also includes the management system.

Not only does the right performance management system allow organizations to control the operation of their cloud service, but it will also allow the cloud service provider to give a company’s customer monitoring as a value-added feature. The management framework will enable multi-tenancy for this reason–i.e., the same management mechanism may be used to control networks, servers, and multi-enterprise customer applications.

How has the industry created a strong foothold across various industries worldwide?

Personal devices are increasingly adopted as technology tools in an enterprise IT environment. Moreover, many organizations have begun to support home-based work with their staff. Operational efficiency, cost savings, and performance improvement are among the key factors driving the adoption of BYOD among a number of organizations.

This would subsequently prove to be opportunistic for the growth of the ITSM cloud market over the forecast period. Besides, BYOD technology is capable enough to transform the way companies organize infrastructure and IT services and, ultimately, the operation and management of IT. These factors are therefore expected to generate prospects for the market in the coming years.

While Artificial Intelligence (AI) & Machine Learning (ML) have already established their footprints in e-commerce, automotive and other industries, IT has just begun to embrace these trends. IT Service Management (ITSM) has an enormous potential to benefit from AI because service desk agents perform a variety of transactional tasks. However, it is crucial to understand the basics of AI, the impact of AI adoption and to do some groundwork before it is implemented. AI helps IT fulfill the rising needs of consumers in terms of faster service and the latest technology.

Cloud ITSM and Artificial Intelligence trends that are extending its adoption globally:

AI-Powered Security

The growing number of security threats affects not just large companies but also smaller businesses. In an independent study, 36 percent of companies kept IT security as their top priority in 2020. ITSM developments with more emphasis on corporate governance, risk management, and broader IT management should include information security on the list. New advances in Artificial Intelligence and Machine Learning can help identify threats early on and close the system’s cybersecurity gaps. AI will have a huge effect on governance and compliance with protection.

Enterprise Service Management in Focus

IT partnerships will have a critical part to play in success. To achieve collaborative development, breaking down the silos is necessary and IT operations can have a greater contribution to efficient business operations. Specific organizational roles perform the same helping job as IT but in a different way. ESM is oriented on using proven ITSM tools and processes to support certain roles within a company to establish a true solution for enterprise service management. This would mean a shared resources platform for some companies, and it will be a collaborative onboarding mechanism for others. ESM can reduce costs, increase operating performance and enhance customer service.


Automation has for a long time now been a part of corporate IT and business landscapes. It has brought many benefits not only to companies but also to their employees–from improving the safety of staff, especially in industries like manufacturing, to increase the productivity of the employees. Hyper-automation is a blend of the use of various devices, including robotic process automation (RPA), AI, and smart business management. And although automation helps reduce employee participation in physical activities, hyper-automation often aims at facilitating or even completing decision-making processes within an organization.

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Summing up

IT service management (ITSM) is an extensive process that includes designing, delivering, managing, as well as improving the IT services offered by a company to its end users. The process emphasizes streamlining IT processes and services with business goals, which would help in the growth of an organization.

Increased adoption of cloud-based technology and the incorporation of AI-enabled applications with ITSM solutions are key factors driving the market growth for the ITSM cloud industry. Nonetheless, security and privacy issues for confidential data and business processes hinder the growth of the cloud IT service management (ITSM) market. Additionally, the rapid adoption of the BYOD trend, an increase in the mobile workforce, and high demand among small and medium-sized enterprises are key factors that are expected to offer lucrative growth opportunities for the market in the coming years.