Just how relevant is IT Service Management in today’s world?
Elizabeth Cleland | Director/Principal Consultant, Agudo Consulting
There is a big focus in today’s business world about being digital, disruptive, Agile, innovative and entrepreneurial in order to survive.
You’ll have noticed that services and Service Management are no longer in the list of critical capabilities that an IT organisation must have in order to be the critical platform that enables business success.Has it become an old fashioned, legacy set of practices that no longer support the new drivers?
Sometimes it may seem that way… the Agile Manifesto states “individuals and interactions over processes and tools” while ITSM, by its very definition, is a process based framework; and many of our established change management practices are being challenged – and even bypassed – as they are seen to be out of step with the business drive for change and evolution.
This session will present new research on how IT leaders view the current IT world, how IT Service Management is – or isn’t – helping them achieve their goals, and what they think the future of IT Service Management is.
At the end of this session, participants will have an understanding of:
- How business and IT leaders view Service Management.
- Where Service Management is seen to block or hinder business evolution.
- How much of this is due to perceptions, incorrect interpretations of Service Management, a need to improve our practices …or truly reflects the limitations of the Service Management framework
- And finally, opportunities to refresh and re-invigorate Service Management practices to supercharge the businesses that rely on us.