How technology, business and consumer mega-trends are impacting service management in 2015
Digitalization is creating major changes in the world of business today. Business models are changing. IT customer expectations are increasing. The pace of technology is getting faster, which is in turn driving rapid change in business. As the economy springs back from the global recession, IT needs to be focused and agile – knowing what to do, and how to do it quickly. That means reconnecting with the business to understand core objectives, and streamlining day-to-day operations to free up resources for new projects. The cloud technology market means business leader won’t wait months to kick-off new initiatives. Turnaround times need to be tighter to satisfy the impatience of the business.
New ITSM technology also brings opportunities that can put corporate IT back on the map. New technologies that enable omnichannel service management redefine the interface between IT and the business - in the image of customer expectations. Enterprise Service Management – the application of service management models, tools and practices to other non-IT service domains within the business – offers the chance to improve operational performance in every corner of the business. And the Internet of Things promises to make non-IT assets more manageable and cost-efficient.
You can read more about the top 5 Strategic ITSM Challenges in 2015 in our latest briefing paper.