Don’t worry, all you IT people, you won’t lose your jobs because IT service management changes its name.
Even if the “IT” may disappear, as the new name becomes simply “Services Management”, IT will still be at the heart of most business activities.
On the other hand, it can be helpful to know about factors driving the conversion of ITSM into SM. The first of these is the digital transformation of the enterprise, which depends on IT, but affects all departments from sales to logistics, and from finance to production.
Consumerisation of IT, cloud and mobile computing have already helped IT to break out of the narrow confines of the IT department. Software may be eating the world, as Marc Andreessen proclaimed a few years ago, but in fact, both sides are tucking in.
Users everywhere are eating up software and the IT they need to run their applications. The next stage is the democratisation of ITSM. In a nutshell, ITSM has too many good ideas for it to be limited to the IT department.
The same principles that help IT teams deliver the right services to the right people at the right time (and at the right cost) can be used and reused around the enterprise as a whole.
By extension, services management can then be applied not just to the enterprise, but also to the ecosystem in which the enterprise operates.
Your company may be one part of a larger supply chain, for example, in which success for all the players is defined by the overall success of the supply chain.
Your enterprise may find itself having to drive good service management among partners, or conversely, required to toe the line and comply with the service management directives of others – all driven by IT systems, naturally.
Some forward looking companies are already appointing vice-presidents or directors of service management, knitting together all the needs across the enterprise, and an interesting indication of possible future developments.