The analysts over at Gartner aren’t so impressed with the heavy duty toolboxes and rigid capabilities the ITSSM industry is lugging around. The buying market allows for these traditional services, and yet, buyers are often stuck with standardized and commoditized tools unresponsive to user needs, up the river without the proverbial paddle. Behind the shiny tools and features is the telling fact of low user satisfaction.
Gartner’s dream realizes that every business has unique processes requiring customization at every step. This gets to the heart of aligning IT and business goals. In an industry based on management and control, Gartner is reassuringly whispering, “Just let go.”
Letting go is intimidating. For ITSSM, it means moving away from providing a list of tools, and then embracing the chaos of de-structuring, reorganizing, or combining functions to best fit the unique and changing needs of the customer. The future ideal ITSSM will have this flexibility that promotes meaningful engagement and collaboration across IT and business efforts.
And if Gartner’s proposed road map is accurate, what is in store for the customer? Gartner imagines a conversation that enables better business practices to replace the stripped down information swapping that is the norm now. Customers could expect integration in multi-channel support, knowledge management, and various social network platforms. Conversation could also take the form of a two-way function for unstructured engagement. This improved system would allow for more comprehensive and meaningful engagements between business and IT.
The result of better conversation is the understanding that makes for continual collaboration. That means responding in real-time with need-based creation of customized dashboards and reports. This way, users can visualize their own thinking in reports, nuancing and extracting specific data for their business’ needs. In the future, look for a “build your own reports” feature with graphical interfaces with intuitive navigation paths.
Across the service, Gartner calls for loose modules to replace rigid tools. This is providing users easy tools to control the chaos—deconstructing in order to uniquely reconstruct.
According to Gartner, ITSSM is in a deadlock, yet on the verge of a difficult, but foreseeable future. Who will have the stomach to enter the unknown and break the outdated mold? Whoever does, their customers will benefit.