As we near the end of 2011, I’ve started thinking about next year. Recently, I was talking one of the analysts. Something they mentioned caught my attention. The analyst eluded to the fact as that there will be a change coming — at time when end users will be demanding more than just IT Service Management. They will want just service management in general.
Intrigued by that statement, I Googled “service management” and found everything from dispatch software to field service management software, ITIL service management to customer service management software, and even work order software. Could it be true that more and more customers will be looking for ONE solution, a one-stop shop? They don’t want to go to different silos and portals. They want to go to ONE place to meet all their needs — having their water heater fixed, taking time off, creating new reports from IT, reporting light bulbs are out, or needing a parking pass. Customers want a service from multiple silos (such as IT, HR etc.) but want to go to one place to access them all.
I’m interested to hear your thoughts?
What are your constituents going to want in 2012?