IT service management changed a few years ago with the introduction of containers. They helped usher in the concept that a data centre was no longer a place with computers, but that the data centre itself was the computer.
We may live in a digital age, but much of the concepts from the previous industrial era still carries through. We have virtual cloud data factories and production lines, just like their physical counterparts for making cars, furniture, aircraft and so on.
With the aim of IT service management being to serve the business or the organisation funding the IT, it’s crucial that business requirements drive ITSM projects and procurement.
What’s more important in IT Service Management (ITSM), the management or the service?
We’d be straining your patience if we didn’t explain the title of this blog right away. ITSM?
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?
Do the formalism of IT service management and the agility of DevOps mean that one can only succeed if the other fails?
Don’t worry, all you IT people, you won’t lose your jobs because IT service management changes its name.
If ain’t broke, don’t fix it, as the saying goes. However, even unbroken IT installations must be fixed by patches, upgrades or redesigns to meet new business objectives. ITIL Problem Management Processes tackles the issue by taking a problem-solving and root cause approach.
Does talking about these items in the same breath seem incongruous to you? After all, IT service management is typically viewed as technology at the service of an enterprise and its end-users, helping productivity, rather than being linked directly with motivation.
IT is at the heart of most business today. Whether it’s in marketing systems and CRM, design software applications, production line automation or finance and accounting, if the information technology being used breaks down, so do business operations. Conversely, when service from the IT department is defined in terms of the business objectives of the…