Your Next ITSM Tool Should be Neither

TL,DR; decouple IT operations from customer service and development. Then realize the incredible savings and benefits thereof.

The term “ITSM” has always bugged me, and I think I know why.

The primary customer of ITSM is IT; everything else is lumped into “customer service” and “customer experience”.

ITSM_WikiEven Wikipedia says there are too many “fluff words” and that ITSM has an unclear definition.

But in IT, we know better. We understand what we’re talking about when we say Service Management. It’s a standard way of operating so we don’t fail.

So why would any business person buy Service Management?

To keep the lights on.

“But that’s what we hired you for! We don’t care what you call it. We don’t want to buy it, we want you to DO IT!”

Then I’ll need $1.5m every three years to replace my tools, redesign processes and…

Wait, $1.5m? Don’t you remember when last year we were managing changes via email? Don’t you remember the spreadsheets of Assets? Why $1.5m?

Technology has become complex and our colleagues want to reduce risk. Some also want to understand the value and depreciation of assets. ITSM is just IT Operations Management + Customer Service.

DING DING DING DING DING DING – we have a winner! Here’s your $1.5 million. But why every three years?

Think of ITSM tools like a car lease. Three years comes along, and it’s time for a fresh smelling one, the latest one with all the bells and whistles.

Do the bells and whistles keep the lights on?

No.

Then why keep upgrading and rebuilding your operations empire?

The tools and practices that surround Service Management change, and they change often.  Have you considered who benefits from that change?

Consider separating your systems of operation from your systems of service. It gives you the freedom to change platforms without impacting your customers.

The impact of this is far greater than you realize. We believe in building systems of engagement separate from systems of record. To understand the nature of this problem:

 

systems-of-recordDoes this image describe your problem? If so, you’ll be interested in understanding our approach to enterprise software. Read more here, or just call us directly: 1-651-556-1030

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