ServiceTonic analyzes trends in IT Sector for 2017

In the past weeks, leading consultancies have begun to indicate trends in Information Technology and IT Management (ITSM) in 2017.
They have also been reflected in the events of the sector that ServiceTonic has attended, such as the ITSMf forums held in Madrid (Vision 16) and Las Vegas (Vision 16), and the Web Summit (Lisbon).

In a full digital transformation

Wherever we look, it is clear that enterprises already are in a full digital transformation:

  • Mobility starts to be part of the strategy of companies, who are curiously importing trends from the private use of mobile devices, which are far more exploited.
  • It is clear that the technologies that will succeed are those that have the focus on the people and the user experience.
  • Speed is more than ever a key factor in any technology project.
  • In terms of best practices, the complementarity between ITIL and Agile methodologies is confirmed.
  • As well as the trend of service-based management or Enterprise Service Management, which exports IT service management models to other areas of the company.

Trends in IT for 2017

Next, the main trends in IT for 2017.

Digital Transformation

Everyone agrees that the companies that are going to lead the market are those that have a clear digital vision.

That is, we move from the famous concept of aligning technology and business to integrating technology as a key element of the business. It is a small change in words, but with profound implications for the management of the company.

We are also switching from seeing the IT department as an internal service provider, to fully involve it in the business strategy by even creating new figures such as the Chief Digital Officer (CDO), in charge of managing the company’s digital transformation.


Mobility is already part of the daily life of people who use all kinds of apps in multiple areas of their activities:

  • Communication (mail, instant messaging)
  • Relationship (social networks)
  • Planning (calendars)
  • –  Purchase (infinite offer to buy in mobility)
  • Sale (applications to easily offer what we no longer use)
  • Transportation (maps, taxis)
  • Leisure (infinite individual and collaborative games)
  • – Search and publication of information

And countless other things that make us mobile-dependent… What happens when we have no battery, coverage or mobile? Many of us are simply lost.

Nevertheless, companies are behind the particular use of mobility. The great 2017 challenge will be to incorporate into business processes all that mobile technology that is already available to work more effectively.

User Experience

The User (UX) or Customer (CX) Experience is not a new trend, but it remains one of the most mentioned when making a technological solution succeed and ensure the progress of digital transformation in the company.

Every company needs mechanisms to acknowledge the level of customer satisfaction and their behavior in order to be able to identify and quickly correct those points where the customer is dissatisfied.

Best practices: ITIL and Agile

In the various conferences we have had the opportunity to participate in, we have found that:

  •  ITIL continues to be the benchmark in terms of best practices in IT management.
  • Agile methodologies, aiming to reduce of the time needed to launch changes and new solutions, have been strongly consolidated.
  • Rather than displace ITIL, Agile methodologies tend to complement it.

We highlight the Scrum methodology and its evolution called Devops, which aims to improve communication, collaboration and integration between software development, quality control and the operation of IT services. Be sure many meetings in 2017 will bring it up.

Service orientation: Enterprise Service Management 

Service-oriented management is not something new either. In fact, since its inception 30 years ago, ITIL promotes best practices for IT Management based on the concept of service.

The latest trend is to apply these concepts to the rest of the company, such as HR, Legal, Marketing, General Services, Customer Service, etc. This service-based business management model is called Enterprise Service Management (ESM).


Technology on cloud will continue to be one of the main trends in 2017. Companies are increasingly aware that its goal is not to manage technology, but to use technology for their business’ benefits.

The use of cloud technology allows the company to focus on its critical business processes rather than dedicating time to tasks of lower added value.

From the beginning, ServiceTonic pulled for cloud solutions and, at the present, most of our customers use our service on cloud that provides them with total availability and maximum-security levels, responding to the most demanding requirements.

Internet of Things

The Internet of Things (IoT) is a consolidated trend and it is anticipated that in the short term the number of connected things will grow almost exponentially.
In fact, it is estimated that now there are about 6 billion Internet-connected items and different projections following Moore’s law predict that by 2020 there will be more than 24 billion (twenty-four billion).

In other words: in just four years, we will quadruple the number of devices or things connected to the Internet.

The question then is::
Are companies prepared to manage a four-times-larger infrastructure than the current one?

Other Trends: Artificial Intelligence and Big Data

Finally, we highlight two more trends for 2017:

  • Artificial Intelligence. It is no longer science fiction or a laboratory experiment, artificial intelligence is beginning to adopt in commercial solutions.
  • And Big Data. The availability of data continues to increase exponentially, along increases the need to be able to exploit it. ServiceTonic has advanced systems for exploiting data and improving decision-making.

In short, this 2017 demands better prepared and more digital companies.

Ready to face the challenge ?

At ServiceTonic we are.
With our IT Service Management Solution, we help our clients to better manage their technological needs by applying ITIL in an agile way and providing value beyond IT so that digital transformation is effective throughout the company.