IT service management automation and its impact to IT industry

Abstract

Organizations and businesses are rapidly shifting from goods-based economy to service-oriented economy [1]. This has led to the increased focus to IT service innovation. IT service management is a framework for enterprises to define, deliver, operate and govern the IT services to meet the business objective. Information Technology Infrastructure Library (ITIL) is a process driven best practices framework for implementing Information Technology Service Management (ITSM). ITIL was originally developed by the UK Government has been adopted by many hundreds of organizations. ITIL has the proven track record of delivering services at the optimal service level. Digital revolution is rapidly transforming the organization and industries. Managing growth and reducing cost out at the same time is a requirement for digital business, but it's not easy for IT infrastructure and operations. Automation is the best solution for meeting the demands of the digital business. Large number of IT organizations have started automating the repeatable and recurring processes. IT organizations need to move from opportunistic to systematic automation of IT processes [2]. In this study, we first systematically review the automation scope of ITSM from ITIL process perspective. Second, we identify the positive and negative impacts of automation to IT industry.