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Digital Workspace Management Trends 2022


Inspiring users with AI and hyperautomation


Software provider Matrix42 shares its insights on digital workspace management trends for 2022. For instance, when it comes to enterprise service management, everything will revolve around the total experience. Matrix42 CEO Oliver Bendig also recommends that companies focus on AIOps in addition to the overall end-user experience and continue to drive forward topics that are already relevant, such as cloud orchestration and hyperautomation.  


Bendig says: “The last few years have clearly shown that competitive companies have long relied on automation. AI technology not only offers even greater added value in this area, but also supports IT security. Matrix42 is constantly developing its solutions in order to deliver customers the most value for their digital workspace investment – always keeping the end user at the heart of what we do.”


Bendig has identified a total of four technology trends that companies should address in the coming year: 


Total Experience: from Enterprise Service Management to Experience Service Management 

The digital transformation has seen the way that the way employees, customers, and users interact, and thus what they experience, move increasingly towards taking place in a digital environment. The result of this is that IT operations are shifting from traditional enterprise service management to experience service management (XSM).  Experience-centered approaches that focus on the user have been indispensable in ESM for some time now, as companies have long since recognized that a positive employee, customer, and user experience are crucial to business success. Given the current shortages of skilled workers and global competition, however, companies should go one step further and look at these areas holistically. Total experience (TX) unites the employee, customer, and user experience and enhances every stakeholder’s experience with the technology. Things such as omnichannel models, self-service platforms, and chatbots will help with this. By providing a positive overall experience, companies position themselves as pioneers in the digital transformation. 


Artificial Intelligence Operations (AIOps) 

Competitive companies are turning to artificial intelligence (AI) today. This means artificial intelligence operations (AIOps) is another key trend. AIOps describes the automation of IT operations by implementing AI that aggregates, analyzes, and appropriately clusters large volumes of data and transforms them into decision-making aids that serve the purpose of the given business. Through machine learning, systems learn to independently suggest decision options, identify problems, and respond to them automatically – largely without human interaction. This means a higher level of security for IT operations, as the system not only automatically detects a security breach, but also solves the problem itself after an adequate learning phase. This enables the system to do things such as inform the responsible employee as well as shut down or reinstall applications by itself. AIOps can do more than just optimize the maintenance and security aspects of operations. They can also generate automated cost forecasts and provide companies with the data transparency they need. In the field of digital workspace management, this means that AIOps not only reduce the workload place on day-to-day IT operations, but also offer economic benefits. In turn, customers and employees benefit from conversational AI technology in the digital workspace. This is because communication from the Service Desk the comes through the chatbot is constantly evolving to be more intelligent and gives users a positive experience. 


Cloud Orchestration and Container Security  

Cloud computing is firmly established in IT, and cloud-first strategies are becoming increasingly popular as well. This means that cloud orchestration and multi-cloud management are important aspects that companies should pay more attention to in 2022. The goal is not only to provide server services, but also to connect and manage them – and to do so largely via automation. A key part of this is container technology, which allows applications to be built and managed in the cloud as microservices. These enable companies to gain better transparency regarding their technologies and accelerate the delivery of applications and services. This orchestration also allows companies to control costs and track and accelerate deployment requests. The trend also entails a security component, as anomalies and vulnerabilities need to be detected and eliminated at an early stage, preferably via automation. Software solutions such as FireScope allow companies to do this. 


Hyperautomation  

One development that all of the technology trends for 2022 that we mentioned have in common is hyperautomation – the use of smart technology to automate tasks. This is made possible by artificial intelligence, such as machine learning, that allow complex business processes to run independently. Hyperautomation outsources repetitive, manual tasks and helps employees with their day-to-day work. If, for example, the storage space on a device is almost full, the system cleans it up on its own and moves data to the cloud. If the system is experiencing performance problems, then it is optimized independently. These processes largely run in the background without limiting the ability of the employee whose device it is to work. The security element plays an important role here as well, as the system detects vulnerabilities more easily, thus preventing problems.