ITSM problem management: What are your pain points?

What are your IT organization's biggest IT service management pain points? Tweet jam participants dish on ITSM problem management.

Early in SearchCIO's ITSM-themed #CIOChat, it became clear that the evolution of technology isn't necessarily the...

biggest pain point in ITSM problem management, but rather how new technologies are leveraged and how ITSM processes change in tandem.

According to our tweet jammers, while mobile and cloud computing may be forcing ITSM to evolve, the major drivers for change in service management should be business-user expectations and risk.

SearchCIO asked our followers: "What are the biggest pain points for those crafting strategies around ITSM?" 

Our tweet jam expert for the month, Jerry Luftman, founder and managing director at the Global Institute for IT Management, listed several potential sources of stress that CIOs may encourage as they establish an IT service management (ITSM) strategy:

Other participants weighed in from there, insisting that people are what make ITSM efforts a success:

Tweet jammers might not view emerging technology as the key driver for change in traditional ITSM processes, but there's little doubt IT innovations are changing service management as we know it. "We are living in a time that is anything but predictable," wrote business strategist Harvey Koeppel in a recent SearchCIO column on new approaches to ITSM. "In this environment, 'traditional' has a place only in museums, not in forward-looking IT departments."

Regular SearchCIO tweet jam participant Andi Mann chimed in, suggesting that new approaches to IT -- those tied to new technologies such as cloud, mobile everything, real-time analytics, big data and software as a service -- can be sources of trouble. Others agreed:

And what if an organization chooses to avoid IT service management altogether? SearchCIO Executive Editor Linda Tucci asked Andi Mann and Mark Griffin for their take:

We'll leave you with some words of encouragement from tweet jammer David Chou, CIO at the University of Mississippi Medical Center:

To learn about our next #CIOChat, scheduled for June 25, 2014, please follow @SearchCIO on Twitter.

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