Today’s service teams are tasked with supporting increasingly vast—and complex—modern technology that’s broader, faster, and more connected than ever. That’s the takeaway of Enterprise Service Management: Making Hypercomplexity Work, a new IDC InfoBrief that focuses on three areas:
- Hyperscale—infrastructure that spans cloud providers, datacenters, and the edge. Supporting this new blended infrastructure requires an acceleration of artificial intelligence (AI)-enabled operations and service technologies.
- Hyperspeed—faster delivery of goods and services and real-time responsiveness. Service management must integrate people, process, and technology across the enterprise autonomously to keep pace.
- Hyperconnected—developer ecosystems are evolving into ecosystems that engage with suppliers and competitors and across industries to deliver customer solutions. Service management will have to expand beyond enterprise boundaries to manage services that are bundled, bound by contracts, and monitored by AI.
IDC predicts that by 2025, AI will be front and center for enterprise service management, with AI-driven operations that manage devices and the connections between them, and AI-first service fulfillment and assurance that simplifies enterprise operations. Many organizations are already on that path, future-proofing their businesses with digitally enhanced products, services, and customer experiences as they strive to improve revenue streams, add value, and realize better business outcomes.
Over the next two years, IDC expects a greater decentralization of computing resources, with the edge gaining traction over remote and branch offices and centralized internal or third-party data centers. AI service management (AISM) solutions like BMC Helix ITSM are in a prime position to help organizations successfully transition to that decentralized model, and evolve to becoming an Autonomous Digital Enterprise (ADE), a future-state business framework where highly automated business processes work with—not in place of—human workers.
AISM cuts through the hypercomplexity so companies can refocus their efforts—and their people—on innovating digital products, services, and revenue streams that better serve the customer and the business and spend less time focused on the minutiae of running their infrastructure. For more information on navigating hyper-x environments, read the IDC InfoBrief, Enterprise Service Management: Making Hypercomplexity Work.