During my first job in IT 13 years ago at IBM, I learned the term CSI: Continues Service Improvement. Since then this term is following me no matter where I work and what type of service I support and provide. What technology do you think we should focus on to best follow CSI?

Applications & Platforms Cloud Contact Center & Telecom +8 more

IT Service Management (ITSM) Tools28%

Monitoring and Analytics22%

Automation and Orchestration17%

Agile and DevOps Practices16%

Cloud Computing and Virtualization5%

AI-powered Analytics, Chatbots and Virtual Agents, Predictive Maintenance, Intelligent Automation12%

113 PARTICIPANTS

5.6k views18 Upvotes4 Comments

IT Manager in Transportation, 10,001+ employees

My vote would go to AI :)

IT Manager in IT Services, 501 - 1,000 employees

My vote would go to the ITSM, as it is making the ICT BAU 24/7 operations truly impactful and optimised.

IT Manager in Miscellaneous, 5,001 - 10,000 employees

Uue the tired and tested - ITSM / ITIL I'd say.

I have worked in ITSM for 25 years, and ITIL is still what I use as the framework unpinning everything.

Do note that CSI is now called CI - Continuous Improvement - ITIL4. Just to confuse us all with the CIs [Config Items] in the CMDB.

Andy

IT Manager, Self-employed

My vote for Automation and Orchestration, since it applies in all layers starting with itam, virtualization and other fields.

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361 PARTICIPANTS

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