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Posted by Courtney Bartlett on March 18, 2014
The update to the Benchmarks report for Forrester’s Service Management & Automation (SMA) playbook is now live and with its publication marks a change in how we at Forrester - and you - should look at SMA.
Past efforts in IT service management have brought some changes, but as our survey done in conjunction with itSMF USA indicates, not much has changed. Service management has focused too much on internal infrastructure and internal operations (IT), and while this is still important, the demands for technology to acquire and retain customers, which Forrester calls business technology (BT), must be addressed to leverage and apply technology to advance, not hinder or stifle the business we enable.
The world we support is progressing exponentially while ITSM is progressing linearly, arguably statically – please see the report for further evidence. Being linear is being human; the exponential comes from harnessing technology, and radically shifting our focus towards service management and automation topics essential to being partners with our business teams.
In lieu of data, here are three concepts from the report that promote a new way of thinking:
Do we know what the future will look like? No, we will never know for sure, but we can guess, and we can prepare for it.
I leave you with a quote from the Glass Menagerie; one that’s stayed with me long after I saw the play during its brief stint here on Broadway because it reminded me of ITSM:
Amanda (to her son, Tom): You are the only young man that I know of who ignores the fact that the future becomes the present, the present the past, and the past turns into everlasting regret if you don't plan for it!
We cannot ignore the future and of its discomforts anymore by allowing our organizations to become glass menageries, static and fragile. Rather, we must be innovative and agile. The future is becoming the present at an ever-quickening pace. Revolution is nigh. Change is paramount – embrace it. Be bold. Be courageous. Or be disrupted, obsolete... and full of everlasting regret.
As always, we welcome your thoughts and opinions,
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