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What skills should ITSM professionals acquire to be ready for the future job market influenced by AI adoption?

Embracing the Future: Essential Skills for ITSM Professionals in an AI-Driven Job Market

The rapid advancement and adoption of artificial intelligence (AI) technologies are reshaping industries, and the field of IT Service Management (ITSM) is no exception. 

As organizations strive to enhance efficiency, reduce costs, and improve service delivery, AI is increasingly becoming a vital tool. 

For ITSM professionals aiming to stay relevant and competitive in this evolving landscape, acquiring a new set of skills is imperative. 

i. Understanding of AI and Machine Learning Fundamentals

o AI and ML Concepts: A foundational knowledge of AI and machine learning (ML) principles is essential. ITSM professionals should understand how AI algorithms work, learn basic ML models, and grasp how these technologies can automate tasks, predict issues, and drive decision-making processes.

o Application of AI in ITSM: Professionals need to know how AI can be applied in ITSM contexts, such as in predictive analytics for incident management, chatbots for user support, and automation of routine tasks. Understanding specific use cases helps in identifying opportunities to incorporate AI into ITSM strategies.

ii. Data literacy

AI technologies are underpinned by an immense volume of data. Therefore, developing data literacy— the ability to read, understand, create, and communicate data as information—is essential. Proficiency in data analysis tools and methodologies will empower ITSM professionals to derive actionable insights from data, enhancing decision-making and strategic planning processes.

iii. Data Analysis and Management

o Data Analytics Skills: Proficiency in data analysis is crucial because AI systems rely heavily on data for training models and making decisions. ITSM professionals must be able to interpret data, draw insights, and understand data quality requirements for AI applications.

o Data Governance: Managing and safeguarding data is increasingly important. Knowledge of data governance principles ensures that data used in AI systems is accurate, secure, and compliant with regulations.

iv. Programming and Automation Skills

o Coding Knowledge: A basic understanding of programming languages used in AI development, such as Python or R, can be highly beneficial. This doesn’t mean ITSM professionals need to become expert coders, but a familiarity with the basics can aid in collaborating more effectively with AI teams.

o Automation Tools: Familiarity with automation tools and platforms that integrate AI functionalities within ITSM workflows is essential. Knowing how to leverage these tools can lead to significant efficiency gains.

v. Change Management and Strategic Thinking

o Adapting to Change: As AI reshapes ITSM processes, the ability to manage change is more important than ever. ITSM professionals should be skilled in leading and managing transition processes, including technology adoption, and in preparing teams for new ways of working.

o Strategic Planning: Understanding how AI can align with and support the organization’s overall objectives is key. Professionals must be able to develop strategies that leverage AI for competitive advantage and innovation in service management.

vi. Automation expertise

With AI automating routine tasks, ITSM professionals will need to develop expertise in designing, implementing, and managing automated workflows to improve efficiency and free up time for more strategic work.

vii. Critical thinking and problem-solving

As AI takes over routine tasks, ITSM professionals will need to focus on higher-order thinking skills like critical analysis, problem-solving, and decision-making to address complex issues and ensure service continuity.

viii. Ethical Considerations and AI Governance

o Ethical AI Use: With the power of AI comes responsibility. ITSM professionals should be aware of ethical considerations, ensuring AI is used in a way that is fair, transparent, and respects privacy.

o AI Governance: Knowledge of frameworks and guidelines for AI governance is important for ensuring responsible AI implementation. This includes monitoring AI systems for biases, errors, and performance issues.

ix. Emotional Intelligence and Ethical Considerations

As AI takes over more technical tasks, the importance of human-centered skills like emotional intelligence (EQ) will surge. ITSM professionals must hone their EQ to manage teams effectively, foster collaboration, and navigate the complex ethical considerations AI introduces. Understanding the ethical implications of AI, including bias, privacy, and job displacement concerns, will be critical for guiding ethical AI integrations in IT services.

x. Cybersecurity Proficiency

As AI technologies become more prevalent, cybersecurity threats are evolving in sophistication. ITSM professionals need to prioritize cybersecurity proficiency to safeguard organizational data and systems from cyber threats. Understanding AI-based security solutions, threat detection techniques, and risk mitigation strategies will be crucial in ensuring the integrity and resilience of ITSM infrastructures.

xi. Continuous Learning and Adaptability

o Lifelong Learning: The field of AI is dynamic, with new developments constantly emerging. A commitment to continuous learning, through courses, workshops, and staying abreast of industry trends, is crucial.

o Adaptability: The ability to adapt to new technologies and approaches is essential. ITSM professionals should be open to experimenting with new tools, workflows, and methodologies as the field evolves.

xii. Communication and interpersonal skills

The human touch will remain essential in ITSM. Strong communication and interpersonal skills will enable ITSM professionals to effectively explain complex AI concepts to stakeholders, collaborate with AI systems, and provide exceptional customer service.

xiii. Conclusion

In conclusion, as AI continues to sculpt the job market, ITSM professionals must proactively expand their skill sets beyond traditional IT service management paradigms. 

Acquiring a mixture of technical competencies, soft skills, and a deep appreciation for the ethical dimensions of AI will equip ITSM professionals to navigate the challenges and opportunities presented by AI adoption. 

Investing in these areas will not only secure their relevance in the future job market but also position them as leaders in the AI-transformed ITSM landscape.

 xiv. Further references 

.:: EAITSM ::.https://blog.eaitsm.org › posts › wh…What ChatGPT has to say about AI Impact on ITSM Job …

LinkedIn · Prof. Leroy Ferrao2 reactions  ·  3 months agoHow should you prepare for the future with AI competing for your jobs?

consultia.cohttps://www.consultia.co › what-is-t…What is the impact of Artificial Intelligence on the future job market for IT … – consultia llc

Lepayahttps://www.lepaya.com › blog › a…AI Skills of the Future: Understand AI and Make it Work for You

TechBeaconhttps://techbeacon.com › will-ai-ta…Will AI take your IT operations job?

Innovature BPOhttps://innovatureinc.com › top-it-…Top IT Skills In 2024: Staying Ahead Of The Technology Curve

KnowledgeHuthttps://www.knowledgehut.com › ai…The Impact of AI on Jobs: Roles, Locations and Future Trends

ServiceNowhttps://www.servicenow.com › blogsAI and the Skills of the Future

DevOps.comhttps://devops.com › the-skills-suc…The Skills Successful DevOps Pros Need in 2023

LinkedIn · win10+ reactionsThe Impact of Artificial Intelligence on the Job Market

information-age.comhttps://www.information-age.com › …How to build a career in artificial intelligence – Information Age

TechRepublichttps://www.techrepublic.com › ho…4 Things IT Leaders Can Do Now To Build the Future Tech Team They Want

ottoit.com.auhttps://www.ottoit.com.au › naviga…Navigating the AI Revolution: Preparing the Australian Workforce for the Future – Otto

The state of the cybersecurity job field: 5 key factors you need to know

Help Wanted Cybersecurity Field Position

Many cybersecurity team leaders continue to face challenges finding qualified cybersecurity professionals to fill jobs in their organizations, despite the relatively high salaries and stability associated with the field.

In a skills survey specific to security operations centers (SOCs) recently published by Cyberbit, about six in 10 respondents said that barely half of all applicants for cybersecurity positions they received were qualified. Two areas where SOC teams felt most unprepared: lack of adequate skills in intrusion detection, and network monitoring, with 55% and 58% respectively identifying them as major areas of concern.

Concerns over inadequately prepared cybersecurity job applicants come even as demand for cybersecurity jobs remains strong. Jobs in the cybersecurity sector will grow by 31% between 2019 and 2029, or much faster than the average for virtually all other occupations, the US Bureau of Labor Statistics has projected.

In 2020, the worldwide cybersecurity workforce gap—or the difference between the number of skilled professionals required to protect organizations and the number available to fill those roles—declined slightly, according to (ISC)2. Even so, the cybersecurity gap was an astonishingly high 3.12 million people worldwide, and 359,000 in the US alone.

Here are five factors security experts say are key to understanding the difficulty that organizations have in finding suitable candidates for open cybersecurity jobs.

1. The HR and cybersecurity communication gap

A disconnect exists between HR and the information security team at many organizations. Cyberbit’s survey found that HR departments often do not have a clear idea of cybersecurity roles and the requirements for those roles; in fact, just one-third of the respondents to the survey felt that HR understood those requirements. The gap can often affect an organization’s ability to attract the right talent for the cybersecurity team.

Clar Rosso, CEO at (ISC)2, said that recruiting managers need to be willing to work hand-in-hand with security team members to get a clear idea of the attributes they need to look for in candidates. Hiring managers need to make sure they understand what opportunities the security team will provide for candidates to learn technical skills on the job and to support professional development.

Importantly, pay attention to how you craft job descriptions, said Deidre Diamond, founder and CEO of cybersecurity staffing and recruiting firm CyberSN. Make job descriptions as detailed as possible and avoid making requirements overly broad or ambiguous.

Job descriptions matter, and they are being done incorrectly,especially when it comes to finding qualified people who aren’t actively seeking jobs but whom you might still want to talk to, Diamond said. 

2. Misperceptions about the profession

Wrong perceptions about cybersecurity may be holding back people from entering or exploring the field as a career option. A 2020 study from (ISC)of 2,500 individuals in the US and UK who are not currently in the cybersecurity field suggests that not enough job seekers are considering a cybersecurity job to close the gaps.

Despite a ready availability of jobs, relatively high salaries, and good job stability, many are not drawn to the field because of mistaken perceptions of what the work entails. Many individuals consider the cybersecurity profession to be one that requires a high level of specialized technical skills, the survey found.

Though 69% agreed that cybersecurity might offer a good career path, 61% felt that they would need more education or certifications to enter the field. Some 27% felt that their inability to code was a disqualification, while more than one-quarter (26%) described the field as being too intimidating.

“We need to demystify cybersecurity careers,” said (ISC)2‘s Rosso. Careers in cybersecurity may be perceived as “highly specialized and unattainable by those outside the profession, when in fact many roles do not require technical skills,” Rosso said. Though 22% of respondents in the (ISC)2 survey said they would entertain pursuing a career in IT, none were interested in cybersecurity, likely because they see it involving an elite set of skills within IT that would be too difficult to attain.

3. An overemphasis on college creds

One reason why some organizations have a hard time finding cybersecurity professionals is that they insist on hiring only people with formal four-year degrees in cybersecurity. That’s a mistake, said John Pescatore, director of emerging security trends at the SANS Institute. 

“Inquisitive people don’t really need traditional four-year degrees to be successful and impactful.”
John Pescatore

What they do need is hands-on experience with cybersecurity, rather than merely having attended classroom lectures that talk about doing something. This is especially true for entry-level cybersecurity jobs, he said.

Many university cybersecurity degree programs tend not to be very useful to hiring organizations because of their overemphasis on a lecture-driven format, Pescatore said. Often, they are also not especially exciting to creative, inquisitive, and analytical individuals seeking a career in cybersecurity, he added. “This has largely been true in software engineering for many years,” he said.

And now many of the same colleges that have been teaching software engineering have sort of grafted on cybersecurity to how they were teaching computer science. “Hirers found that new hires with those degrees either took a long time to be productive or really weren’t good fits for the mix of skills needed to succeed or even have fun in a cybersecurity career,” Pescatore said.

Pescatore advocates that organizations consider individuals with certified hands-on skills in cybersecurity rather than focusing just on candidates with formal four-year degrees.

“SANS has found that community colleges—many of which are experienced in certification of medical equipment technicians—are a fantastic place for the right mix of theory and hands-on education.”
—John Pescatore

(ISC)2‘s Rosso said there is a tremendous opportunity to build cybersecurity core competencies into formal educational channels. Over 75% of respondents in a study that (ISC)2 conducted last year said they had never been offered a cybersecurity curriculum during their formal education.

“There’s still not enough formal cybersecurity education to give people a proper understanding of what cybersecurity roles entail, which leads to misperceptions about the field.”
—Clar Rosso

4. Overly technical thinking

Hiring managers should think more broadly about the requirements for cybersecurity roles. Academic degrees in cybersecurity and certifications in the field are important. But not all roles require technical skills. In fact, plenty of opportunities in the cybersecurity field are good fits for nontechnical professionals.

Tom Pendergast, chief learning officer at MediaPro, a security training firm, said cybersecurity workforce discussions often focus on technical and information security-related skills.

“There’s a lot of room on the human side of cybersecurity training and awareness space for people who write and communicate well, who can distill complex policies into clear directives, and who can help people appreciate and connect with their cybersecurity teams.”
Tom Pendergast

People who majored in English, communications, and marketing—and others with similar backgrounds—can find a home in security and privacy awareness, Pendergast said.  (ISC)2‘s Rosso urges hiring managers who are looking for cybersecurity staff to consider factors including the abilities to work on cross-functional teams and to assess risk. 

5. A lack of coding skills

Individuals looking to break into the cybersecurity profession—and those in it already—can help themselves and their employers by picking up coding skills, said CyberSN’s Diamond. In fact, one of the best skills to break in at the entry level is Python coding, she said.

Python is used in daily cybersecurity tasks, including automation, cloud environments, malware analysis, and portions of AI, she said. Python was designed to be a straightforward and generally lightweight scripting language that would require minimal coding background to accomplish automation and analysis. “So it has become a sort of go-to scripting language for cybersecurity professionals.”

The adoption of agile and CI/CD software development models—and the consequent focus on DevSecOps—has increased the need for coding skills, or at least a familiarity with coding, for cybersecurity professionals.

Corporate cybersecurity will increasingly require application security engineers and DevSecOps professionals to integrate automation into software development pipelines, to mitigate risks in APIs and production software, Diamond said.

So, while coding still is not an absolute must-have skill for cybersecurity at the moment, it is increasingly becoming a good-to-have capability.

Make changes in your security-hiring practices

A number of factors are continuing to hamper the ability of information security leaders to find adequately prepared individuals for cybersecurity jobs.

Tacklin the issue requires some fundamental changes in how organizations approach requirements for cybersecurity roles and how well they communicate those requirements to candidates, especially those who may want to enter the field but are staying away from it because of misperceptions about the profession.

https://techbeacon.com/security/state-cybersecurity-job-field-5-key-factors-you-need-know?utm_source=newsletter&utm_medium=email&utm_campaign=tbsecnewsletter12&utm_content=featured

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