THE IT SERVICE MANAGEMENT PROFESSIONAL IN 2030

AXELOS surveyed ITSM professionals to identify global trends that would shape their profession in the future and

the impact on their skills.* Here’s what they told us.

ITIL Membership equips project managers with a wide range of content, templates, toolkits, online resources and best practice

guidance to help they stay successful for the future.

Find out more:

www.axelos.com/membership *Survey of 330 ITSM Professionals conducted in October 2016

HOW CAN ITSM PROFESSIONALS PREPARE?

90%agree that new technologies

will generate new risks that

will need to managed carefully

91%agree that cyber-attacks, security

breaches, and hacking will

continue to increase and present

a bigger threat to business

92%agree that ITSM professionals

will need a much

stronger strategic vision,

aligned with the wider business

91%agree the need for more

creativity and �exibility in

IT will grow

89%think that an increase in automation

will take over the repetitive tasks

of IT, creating more time for IT to

focus on more complex work

92%agree that ongoing training

will be vital to keep up

with the pace of change.

...agree that increased regulation and compliance will generate a greater demand on the need for IT governance.

...see non-technical business units getting more involved in Service Governance, Service Strategy and Service Design

...think that end user interactions with IT will become simpler,lighter-touch and less complex.

...believe that IT teams will be organized around services or applications, rather than functional teams.

...agree that arti�cial intelligence and machine learning will have a profound impact on the IT workforce

THE ITSM PROFESSION OF THE FUTURE

SKILLS TO STAY SUCCESSFUL:

CREATIVITY STRATEGY

CRITICAL THINKING ONGOING TRAINING

RISK MANAGEMENT CYBER

90%

77%

77%

77%

77%

A FUTURE FULL OF OPPORTUNITIES