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What’s the Future of ITSM?

The future of IT Service Management is curious, if you take Stephen Mann’s predictions into consideration. According to him, ITSM probably won’t have anything to do with ITSM, at least not the acronym it currently uses. The way Mann sees it, ITSM will be facing down a few new areas, including customer related, technology related, and service related elements. All three of these present unique conditions and requirements for ITSM to take into account.

For instance, consider mobile as Mann does. IT might be hung up on security, device selection and app development, for example, but not what employees and customers want and need from IT:

But how many “IT people” are talking about the real mobile challenge and opportunity – the fact that employees and customers want and need to access IT and business services while they are on the move? In particular:

  • That all of the IT people, infrastructure, third-party services, applications, and devices combine into a service that is ultimately consumed by an employee, customer, supplier, or partner.
  • That all of these IT efforts only generate value once a service is consumed.
  • That the success of the corporate IT organization needs to be measured not at the point of IT creation but rather at the point of IT or business service consumption.

Mann then lists 15 ITSM and service desk related areas which he believes will influence the future of IT service delivery. They include things like managing service expectations, consumer experiences, CIOs re-asserting their position, and IT marketing itself, among other things.

To read the full list and the full article, click on the link: http://www.hdiconnect.com/blogs/servicemanagement/2014/02/the-future-of-itsm.aspx

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