It seems as though CIOs are bombarded by new technologies on a daily basis, and this pace of innovation doesn't show any signs of slowing down. To keep up with rapid development, IT service management professionals are looking at how the newest technologies might influence current ITSM strategies.
IT service management (ITSM) generally refers to the practice of aligning the delivery of IT services with the needs of the enterprise while strongly emphasizing customers and users. Jerry Luftman, founder and managing director of the Global Institute for IT Management (GIIM), served as the expert for SearchCIO's May #CIOChat, where participants discussed how to build service management into the adoption of the newest technologies in the enterprise.
How will the newest technologies sway ITSM?
The future of technology is mobile and connected. Before diving into how specific technologies will alter service management strategies, Brian Katz, who heads mobility innovation at healthcare company Sanofi, suggested CIOs look at how the newest technologies can enable better ITSM:
What new technology will be a major mover and shaker?
Advances in cloud, mobile technology and the Internet of Things are changing the way IT organizations strategize and implement technology. Tweet jammers had a lot to say about how technologies will change the way CIOs look at ITSM:
Luftman's comments echo what he told SearchCIO in an interview with Linda Tucci last year. "With all the changes going on right now -- cloud, mobile, BYOD, social networking, bring your own infrastructure, business analytics -- I don't know many people that have integrated all of that into their IT service management," he said.
On GIIM's website, Luftman expanded on the concept: "You can be the best technologist in the world, but if you cannot effectively convey how to leverage technology and lead initiatives that deploy the technology; it just doesn't matter. The big bucks go to those who can work with business executives in leveraging technology to provide demonstrable business value," he wrote.
In our tweet jam, Luftman added:
Our #CIOChat participants questioned whether a specific technology would drive change in ITSM. Two participants pointed to business drivers and risk factors as the biggest movers and shakers:
What new ITSM tactics are being woven into enterprise processes as companies dive deep into the digital age?
In order to function effectively, ITSM requires in-house expertise, tweet jammers said:
Training is a must! Understanding automation & software doesn't replace the people but they must change skill sets! #CIOChat— Brian Fanzo (@iSocial_Fanz) May 28, 2014
One way to get ITIL expertise on staff: Hire key individuals with ITIL certifications or encourage current staff to pursue them. Another idea: third-party auditing for ITSM, but that comes with its own challenges.
Whichever route your IT organization takes, it's important to embrace change and remember what ITSM is all about: service management.
"One key for ITSM is to understand it will not solve all problems," said Tim Crawford. Luftman added, "Also to recognize that [ITSM professionals] cannot do it without their business partners active engagement."