March, 20206 ITSM is the craft of aligning IT services with business goals for enterprises. And ITIL can undoubtedly be called the mold for the craft. The process framework empowers enterprises to formulate the roadmap for robust IT infrastructure and better asset utilization. ITIL also imbibes a holistic approach to service management and focuses on `end-to-end service management from demand to value. An integral part of ITIL, incident management process helps enterprises to restore devices fast after an outage and detect the issue. As incident remediation remains a priority for businesses, the incident process has become a popular ITIL practice today. Advanced technologies such as AI, machine learning, and automation are enabling efficient handling of incident service requests for enterprises. AI is leveraged for automating routine incident support tasks, for instance, virtual service desk assistants and chatbots using natural-language processing (NLP) technologies. We can expect further incorporation of these technologies in the coming years. According to Gartner reports, 40 percent of the enterprises will adapt AIOPS (Artificial Intelligence for IT operations) by 2022, and AI-enabled customer-facing service desk support will increase by 25 percent by 2020. With these new trends disrupting the market, the Asia Pacific region is expected to witness the highest growth during the period 2019-2024. Apart from this, the rapid growth in cloud computing in this region is expected to act as a significant driver for cloud-based ITSM solutions. Economies such as China, India, Japan, and South Korea are witnessing good investor interest in IT service management, further fueling the development. Embracing these technological advancements and more, ITSM can positively impact the services delivered to users and accelerate business growth. And without a doubt, we can say ITSM is the holy grail of modern organization.We hope the valuable insights from industry thought-leaders and the comprehensive services from leading as well as IT service management solution providers featured in this edition will help you in making informed decisions for your organization.Let us know your thoughts!Annie JohnsonEditorialITSM- The Holy Grail for Business GrowthAnnie JohnsonManaging Editoreditor@apacciooutlook.comTo subscribe to APACCIOOutlookVisit www.apacciooutlook.comArt & GraphicsAmelia StewartAlbert RozarioToby LangtonJie Ch'angManaging EditorAnnie JohnsonSenior WritersLane Adams Clara MathewRoyce D'SouzaEditorialAlfred MardinLouis BeckerRachael ClarkRoy ChowDai ShihDan StanleyCopyright © 2020 ValleyMedia Inc. All rights reserved. Reproduction in whole or part of any text, photography or illustrations without written permission from the publisher is prohibited. The publisher assumes no responsibility for unsolicited manuscripts, photographs or illustrations. Views and opinions expressed in this publication are not necessarily those of the magazine and accordingly, no liability is assumed by the publisher thereof.MARCH - 04 - 2020, Volume 06 - Issue - 02 (ISSN 2644-2876)Published by ValleyMedia Inc.*"Some of the Insights are based on the interviews with respective CIOs and CXOs to our editorial staff"Emailsales@apacciooutlook.comeditor@apacciooutlook.commarketing@apacciooutlook.comSalesJames Williamjames.william@apacciooutlook.com
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