Voices within the ITSM are conflicted on the direction of the industry. Whether one considers its role to be growing or bloating, expectations for IT are rising as it continues to pervade traditional business processes. Some see this as an opportunity for IT and IT Service Management to integrate into the business and collaborate technologically every step of the way. Others see this vision and expectation as a weight driving down the priority of the industry’s traditional processes, like ticket processing in a simple and quick barebones approach. They resist the analysts’ call to invade and innovate, and instead suggest a back-to-basics movement. In an interview, Barclay Rae calls this dynamic a dichotomy within the industry. He says “I do hear a lot about, ‘Can we do it easy and fast and simple, rather than complex?’”
Even though the degree of extremity in innovation varies across experts and analysts, nearly everyone remarks about the current transition the industry is experiencing. “How do you marry those things [complexity and basic needs] together?” Some think that calls for flexible, easily designable new platforms to replace outdated platforms that are not built for IT’s increasing role in business.
But that’s not everyone’s vision. Current ITSM news is highly concerned with projecting a distinct future of the industry. There are different factors, as Barclay Rae notes, allowing ITSMs involved in certain industries to keep plodding along with their own pace and processes (Bright Talk). Contrary to the gusto of the latest Gartner report, Stephan Mann says some really do just need a new tool (ITSM Review).
However, it exists across a spectrum. On the opposite side, technology-based and fast-paced businesses require the innovation to integrate the entire business, create adaptable Out-of-the-box capabilities and make the move from reactive to predictive. Many companies are caught in the transition.
That is because of the incessant waterfall of customer’s real-time IT needs. And this present day-to-day operation slows down ITSM’s ability to innovate the software towards the business’s future needs. Service Desk 360 says the greatest obstacle is a time issue. For most companies, there is not enough time to do both the basics and the innovation (Service Desk 360). The answer to the conflicting voices is the question: Who can most efficiently deal with, or react to, current needs while having the flexibility to engineer the future technology that will predict customer’s needs? The resolution to the dichotomy is striking the perfect balance between the two.