Customers are increasingly dictating IT service management processes, as the overarching goal is to keep business users happy and productive. This is a real trend, with tangible implications on the IT service desk. However, it would be going too far to claim that technology developments aren't also driving service desk strategies. Technology can impact ITSM plans just as much as users, and there are a few overarching tech trends that point to ITSM changes that are on the horizon. A growing emphasis on the network is one of those trends, and the move to passive optical networks puts a huge spotlight on ITSM plans.
What's going on with passive optical networks?
A passive optical network is a telecommunications industry architecture that puts fiber-optic cabling systems in place to handle incredibly large amounts of bandwidth in a cost efficient way. As optical cables have become more bend resistant and cost effective, they have become accessible for network installations in the office. This has led to increased use of PON technology for LAN systems. On its own, this trend highlights the reality that IT teams need to be ready to push more data and services out to end users, but a recent Standards Informant report highlights just how influential the move to PON systems could be.
The news source explained that while getting from the PON to endpoints has long been accomplished with point-to-point cables, but these solutions are probably not going to be flexible enough moving forward. Instead, organizations should turn to structured cabling so they can handle changes, moves and adds to the network with greater ease, creating much-needed flexibility in the corporate LAN.
What does all this mean for the service desk?
Structured cabling systems are used to connect large numbers of endpoints to a network link to create an efficient network. Putting a structured cabling system into your office is a clear sign that you're going to have an incredibly large number of end-user devices connecting to the network and consuming large amounts of data - hence the need for the foundational PON. In many cases, the new endpoints that you're going to have to deal with are Wi-Fi routers and extenders used to support smartphones and various Internet of Things-related devices.
The IT service desk implications here are significant. The underlying infrastructure upgrades happening in the network sector point to the new devices and services that ITSM teams are going to need to be ready to support. Staying on top of tech trends like these network developments can play a key role in positioning you to keep pace with customer demands.