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BitTitan 2018 Predictions: Live Documentation and Selective Automation

VMblog Predictions 2018

Industry executives and experts share their predictions for 2018.  Read them in this 10th annual series exclusive.

Contributed by Mark Kirstein, VP Products, BitTitan

Live Documentation and Selective Automation

With the year coming to an end, all eyes are looking to 2018 to evaluate which technology and business trends will dominate. Here are three projections for cloud and service providers in 2018:

Documentation Lives!

A maturing multi-cloud market will result in even greater amounts of data and documentation for service providers, as well as an increase in technical customer service requests. Consequently, standard operating procedures (SOPs) and change management capabilities will become mission-critical for ensuring teams operate efficiently and service delivery remains consistent. Unorganized or inconsistent internal processes will derail service provisioning and decrease overall efficiencies, as engineers create personal best practices that remain decentralized and siloed from other departments.

Multi-cloud strategies are complex and have significantly more components, including different cloud providers, migration requirements, and even contract management across offerings. The advantage for implementing multi-cloud initiatives is critical, as strategic adoption equips businesses with increased bargaining power and risk mitigation. The ability to standardize and centralize IT documentation will be a key differentiator for success in 2018.

Don't be fooled by high price tags - documentation standardization is cheap, with a few vendors even offering it for free. The most successful businesses will centralize their IT documentation for ease of use and consistent, repeatable service delivery, while also building a foundation for automation.

Automation Naysayers Get Left Behind...

This year saw significant advancements in the field of automation (see backflipping Boston Dynamics' robot, autonomous vehicles debuting on public roads, or voice-ordered Domino's pizza via Amazon's Alexa). Looking past these headline-grabbing stories, 2017 also saw cloud and service providers begin to tap automation to increase productivity, improve resource allocation, and scale their organizations.

In 2018, service providers that continue to ignore automation will quickly find themselves losing ground to competitors. Look for savvy CIOs and IT leaders to identify low-skill, time-intensive tasks that can be automated, freeing up team resources to tackle more technical or business-critical objectives that drive better outcomes for customers. Businesses that fail to realize automation's potential will begin to lose customers, with Gartner estimating a 25% drop in customer retention by the end of 2019 for companies that continue to ignore automation.

...While Adopters See Margins, Business Improve

Automation represents a major opportunity for service providers to maintain their margins on services. For a plethora of reasons - from increased efficiency to team optimization and risk mitigation - automation has the potential to positively affect businesses' bottom lines, while enabling valuable team members to tackle additional tasks. When it's not saving businesses money, it's making them money. As service providers continue to push towards recurring revenue models with ongoing managed services instead of one-off projects, look for selective automation to be a key part of the strategy.

In addition, automation empowers talented engineers and IT teams to take on more projects, capitalizing on opportunity costs and enabling organizations to scale their business. In short, business growth is reliant on technology rather than people. In 2018, businesses will be able to do more with less.


About the Author

Mark Kirstein 

Mark Kirstein is Vice President, Products at BitTitan, the leader in Managed Services Automation, where he heads up product management, data science, user experience, and knowledge management teams. Mark has over two decades of experience overseeing product strategy, development, and go-to-market initiatives for brands including Zebra Technologies, Motorola Solutions, and Atenna Software.

Published Friday, January 05, 2018 7:19 AM by David Marshall
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