Once upon a time, in a land far, far, away (the 1980s), the UK government developed a set of best practice guidelines for delivering IT services called ITIL. But as times and technologies change, ITIL is becoming more challenging to adapt to evolving business needs. Though many businesses continue to use ITIL with success, competition has emerged in the form of cloud service management, making IT service management (ITSM) a more standardized process across industries. Cloud service management is now edging in on ITIL's turf, but is it justified?
No one knows how this story will end, but as Chloe Green writes in an article for InformationAge, the introduction of cloud service management and SaaS in general means the business approach to ITSM will never be the same again.
The Story of ITSM Continues
The government sold ITIL to private firm Axelos in 2013 where it is being redeveloped to address current trends in technology and best practices. Meanwhile, many companies have taken a liking to outsourcing their ITSM. What’s not to love? The capabilities don’t need to be built in-house. The implementation time has shrunk from six months to two, or less. Also, IT service management has itself become a service made available through subscription. In sum, there are many benefits to relying on third party providers rather than hosting ITSM in house – but there are also potential problems.
Potential Plot Holes
Cloud sourcing of ITSM is often based on a cost savings rationale. This is potentially problematic at a time when experts are predicting an expansion of demand for ITSM, not a contraction. If third party vendors are not aware of the business’s specific needs, and they can’t provide a flexible enough model to accommodate demands based on standardized solution, there will be a real gap between what customers are looking for in terms of service, versus what service providers are actually delivering.