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Guest View: Services and Service: Next-Generation IT

Jimmy Fitzgerald, VP Global Services & APJ Operations at ServiceNow | March 21, 2014
It’s not the consumerisation of IT but rather, it’s the consumerisation of service.

Building a New Role for IT

Many industry pundits have speculated that the new role of IT is one of a service broker, assembling the offerings of third-party IT service providers to create the required portfolio of IT or business services. But next-generation IT can offer a far bigger role for the corporate IT organisation-a role that supports and enables enterprise services on the back of ITSM. Simply replicating ITSM across the enterprise however, is not enough. The effects of consumerisation must be factored in to IT operations and for those of other corporate service providers will demand it. As with BYOD, employees will find alternative solutions for their needs when corporate service providers fail to deliver against these service experience expectations.

Next-Generation IT: Services and Service

Next-generation IT is services and service driven and while the services mindset continues to be accepted within the IT industry, that of service, and service experience, still has a long way to go. So this is the first challenge or opportunity for corporate IT organisations-meeting employee expectations on service experience, and meeting those expectations whilst seamlessly managing multiple service providers.

The second enterprise opportunity will potentially redefine the corporate IT organisation. As IT morphs from provider of applications and manager of infrastructure to service broker, there is an opportunity to think beyond IT. A chance for the corporate IT organisation to become the service backbone for the enterprise, taking its wealth of ITSM experience and providing consumersation-enabling technologies to improve the efficiency, effectiveness, and governance of all corporate service providers through self-service, service request catalog, knowledge, collaboration, and better record keeping, automation, and management capabilities.

In many ways, the future of your corporate IT organisation is as big or as small as you allow it to be.



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