IT service management is sometimes described as a customer-focused approach to making information technology available.
Labour-saving devices, robots, and automation – Weren’t they all supposed to improve the quality of life, by removing manual work and drudgery?
It’s tempting to see IT self-service as the simple way to hand off responsibilities to end-users.
In theory, BYOD or bring your own device lightens the load in terms of IT sourcing, because it transfers the work (and cost) of acquiring a device to the user of that device.
What used to be IT sourcing at the physical system level is turning into an exercise at the virtual cloud level, but with a new actor, the cloud broker.
Do the formalism of IT service management and the agility of DevOps mean that one can only succeed if the other fails?