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2 trends reshaping the future of IT support

We are in the early stages of a broader transformation in how enterprise organizations look at the role of support. In the near future, support will become much more automated, but will also become much more customer-facing.

I traveled last week to Las Vegas to try to answer what may become a vital question for an entire sector of the technology industry: is there a future in providing technology support?

In the MGM Conference Center, over 2,300 service desk analysts and other technology support professionals gathered for HDI’s service and support conference. And as they did, this question — both spoken and unspoken — lingered just beneath the surface.

As conversations about chatbots, artificial intelligence (AI) and other forms of automation swirled about the expo floor and mixed with talk about the shifting role of support, the question about the future of this space became both relevant and timely.

It’s a challenging time for the industry. One on hand, futuristic, AI-powered technologies are mesmerizing us with utopian promises of systems that can anticipate our every need. Fueled by this promise, it’s also a time in which we are becoming increasingly intolerant of antiquated, unintuitive systems and the script-reading call center agents that support them.

We are at once more capable than ever of supporting our own technology needs, and yet so dependent on that technology that any disruption borders on catastrophic.

It is within this atmosphere that the service and support industry is encountering dual, counter-balanced forces that will shape its future:

  1. Automation
  2. The customer experience

You can read the full article on CIO.com: https://www.cio.com/article/3268911/it-industry/2-trends-reshaping-the-future-of-it-support.html

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Jason Bloomberg is a leading IT industry analyst, Forbes contributor, keynote speaker, and globally recognized expert on multiple disruptive trends in enterprise technology and digital transformation. He is ranked #5 on Onalytica’s list of top Digital Transformation influencers for 2018 and #15 on Jax’s list of top DevOps influencers for 2017, the only person to appear on both lists.

As founder and president of Agile Digital Transformation analyst firm Intellyx, he advises, writes, and speaks on a diverse set of topics, including digital transformation, artificial intelligence, cloud computing, devops, big data/analytics, cybersecurity, blockchain/bitcoin/cryptocurrency, no-code/low-code platforms and tools, organizational transformation, internet of things, enterprise architecture, SD-WAN/SDX, mainframes, hybrid IT, and legacy transformation, among other topics.

Mr. Bloomberg’s articles in Forbes are often viewed by more than 100,000 readers. During his career, he has published over 1,200 articles (over 200 for Forbes alone), spoken at over 400 conferences and webinars, and he has been quoted in the press and blogosphere over 2,000 times.

Mr. Bloomberg is the author or coauthor of four books: The Agile Architecture Revolution (Wiley, 2013), Service Orient or Be Doomed! How Service Orientation Will Change Your Business (Wiley, 2006), XML and Web Services Unleashed (SAMS Publishing, 2002), and Web Page Scripting Techniques (Hayden Books, 1996). His next book, Agile Digital Transformation, is due within the next year.

At SOA-focused industry analyst firm ZapThink from 2001 to 2013, Mr. Bloomberg created and delivered the Licensed ZapThink Architect (LZA) Service-Oriented Architecture (SOA) course and associated credential, certifying over 1,700 professionals worldwide. He is one of the original Managing Partners of ZapThink LLC, which was acquired by Dovel Technologies in 2011.

Prior to ZapThink, Mr. Bloomberg built a diverse background in eBusiness technology management and industry analysis, including serving as a senior analyst in IDC’s eBusiness Advisory group, as well as holding eBusiness management positions at USWeb/CKS (later marchFIRST) and WaveBend Solutions (now Hitachi Consulting), and several software and web development positions.