How IOT will impact IT service management (ITSM)


    The Internet of things (IoT) is basically connecting numerous devices and appliances across the globe, and this new trend is projected to grow exponentially.

    According to International Data Corporation (IDC), worldwide spending on the Internet of Things (IoT) is forecast to reach $772.5 billion in 2018, an increase of 14.6% over the $674 billion that will be spent in 2017.

    Devices connected by IoT have embedded sensors in them which help them in communicating with each other and pursue a series of actions based on the data collected, locations recognized, movements detected.

    All of this is designed to make our lives easier, apparently.

    Any device or appliance communicating with another device or appliance is sharing information. So how do they share this information really? Technology is the word.

    This brings the devices under the cognizance of IT, and concerns popping out of such communications fall under the umbrella of the IT service management (ITSM) team.

    As technology evolves and IoT outstretches its roots across consumers, enterprises, and industries, it will radically impact the way we deploy IT services.

    IoT will empower service management in numerous ways. Data collected from IoT devices can help organizations for enhancing service management.

    Here are a few ways in which IoT will impact IT Service Management (ITSM):

    • Escalated Quantity of Incidents

    Today, we all know how much intricacy smartphones and other new devices have created.

    The emergence of new mobile operating systems and devices has led to a massive incursion of incidents as small bugs become known when applications and services interact with each other in diverse situations.

    Now throw in new IoT APIs, monitoring devices, robots, wearables, automated building control systems into the configuration. It takes no genius to understand that incidents are bound to escalate.

    • Complexity in Change Management

    New devices interacting with the network will mean more configuration items that can be adversely impacted by a change.

    This surge in devices and their interdependence will create a need for increased visibility.

    • New Security Concerns

    One key issue created by the IoT is the interaction of devices with one another and automatically responding to what they have learned.

    So it means, a hacker getting unauthorized access to the network may be able to accomplish more than just stealing data.

    That individual not only could steal any safety-related information but at the same time, could also change the configuration of IoT devices or feed them false data to adjust how they interact with the physical world.

    This way robots could be used to harm people, force temperatures to rise to damaging levels in locations where climate control is vital, or do some severe damage. Just like some Sci-Fi movie. Isn’t It?

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