ITSM in 2013 and Beyond: The Webinar Link And Audience Poll Results

Earlier today I was fortunate enough to participate in a BrightTalk webinar on the future of IT service management (ITSM) with these fabulous gentlemen:

If you want to watch the webinar on demand it can be found here (you will need to register if you are new to BrightTalk). What you won’t get with the on demand webinar (I think) is the full set of audience poll results, so I've included them here.

Intro polls:

Where are you based?

a.      Americas                                    66%

b.      Europe                                         25%

c.      Middle East / Africa                        4%

d.      Asia                                              4%

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IBM Pulse 2013: IBM Talked Of Its Customers' Customers And I Liked It

I didn't get the chance to jot down my thoughts after a couple of days at IBM Pulse last week but I didn't want to not share my observations and thoughts. So here we go as I fly off to itSMF Norway's annual conference ... It's somewhat random but what did you expect from me? A Katy Perry inspired title?

My view of the IBM Pulse keynotes …

The IBM keynotes covered many of the things you would expect (see my pics below) such as: big data, cloud, mobile, smart-things, and big data. And did I mention big data? It's a key challenge/opportunity for IBM and its customers.

What really resonated with me during the keynotes, however, was not big data but the use of a certain lexicon – with words like "value," "customer-centricity," business outcomes," and even "Outside-In." It was my first proper IBM Pulse so I was unsure whether this was the norm or whether IBM has started "thinking outside the data center" – a criticism I have previously used with other vendors.

Given IBM's traditional focus on enterprise-spanning deals and business, rather than IT challenges/opportunities, it's probably the former but IMO a key part of helping enterprise IT organizations support their customers is IT service management (ITSM). And IBM despite having a fit for purpose ITSM offering and probably thousands of ITSM "experts" throughout its organization has just not been in people's minds and ITSM conversations the last two years.

IBM markets at the enterprise level and this means many potential customers don't think “IBM” and then think “ITSM” (or the reverse) as they would with other ITSM tool vendors. It might seem a harsh thing to say but I believe it to be the reality. I think this might be about to change though – I'll come back to this after a quick detour.

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