David Hurwitz

Service management systems are IT's online face to the business. Sure, enterprise apps and personal productivity tools may be how users get their jobs done, but when someone in sales or marketing has a problem or needs something, they turn to the IT service system for satisfaction. They're often disappointed, leading to dissatisfaction with IT in general and widespread use of informal systems. Left unchecked, this unfriendly face can lead to elevated service resolution costs, extended cycle times, and frustration within IT itself, all the while leaving end users convinced that IT isn't a suitable business partner. Meanwhile back in IT, a process-based revolution has been declared. ITIL succeeded in defining IT service management processes in standard fashion, while shining a light on the need to become process-based. Activity-based approaches, ad hoc approaches, and... (more)