How the iPhone Influenced a New Wave in IT Service Management

Posted by on April 19, 2018


As an initial physics major in college, I became intrigued by Newton’s third law of motion, “For every action, there is an equal and opposite reaction,” and understanding how it applied, not just in the field of science, but in the broader world, as well. Like solving a complex puzzle, I enjoyed trying to predict what would happen when disparate functions met and why some combined trends would succeed, while others failed.

As the chief marketing officer for Cherwell, I still enjoy connecting the dots and anticipating what will happen when market forces drive technologies to collide.

For example, when Apple released the first iPhone—integrating music, camera, computer, and telephone capabilities—how many people predicted it would lead to the rapid decline of the standalone camera and video camera, the MP3 player, and actual phone conversations? Not many.

One of the things that Apple did then and continues to do, is connect with its customers' interests and needs, and to effectively educate them on how they can satisfy those same needs—but to think about doing so in a very different manner. Apple educated the consumer on how to “Think Different” as they reminded us of other iconic figures like Albert Einstein, Muhammed Ali, and Mohandas Gandhi who succeeded against immense opposing force.

At Cherwell, our focus on analyzing and staying on top of industry trends, along with our customer centricity, drives our business to provide an environment where innovative technologies like IT service management, HR and Facilities service management, business process management, can all convergence to help organizations maximize the value gained out of their digital transformations.

In our industry, this convergence is coined enterprise service management (ESM) by some, best defined as the use of service management technology and methodologies to automate and improve the efficiency and delivery of new services across organizational functions.

Adapting to this mindset change is key for traditional IT service management (ITSM) providers to thrive in our smart phone-centric world; one where customization and “merge-able” applications, like Cherwell’s mApp™ solutions, will become the standard way to help organizations instantly extend new capabilities beyond IT and across their businesses.

That said, the success of ESM depends on:

  • Having a highly extensible, flexible and powerful service management platform on which new tools are built using an integrated data architecture (similar to the iPhone’s own application network).
  • Using a meta-data driven approach that allows customers to easily customize experiences and develop their own solutions without having to employ a team of application developers; ensure those solutions can be seamlessly upgraded as the platform advances without breaking applications (similar to how innovative applications like Buffer are taking advantage of the iPhone X Face ID capability to verify the users identity).

lT organizations must understand how to enable ESM effectively, and they cannot underestimate the power of convergence and the appeal of meeting end users where they are.

The demand for innovative ITSM and intuitive ESM extends across industries, from healthcare to financial services to education, and across departments—HR, facilities, information security, project management. How's your organization responding?

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