Showing posts from January, 2019

My IT Service Management predictions for 2019

With 2019 just commencing, I thought I'd share my predictions for IT Service Management (ITSM) this year.

The Digital Transformation parade will continue to march on.
This year I expect that we'll continue to see and hear much more advice, commentary and promise of how IT departments can lead/support their business peers with their digital transformation. The Holy Grail will be to deliver IT with as much prowess of the FANGS (Facebook, Apple, NetFlix, Google, Spotify). However the majority of IT departments will continue to struggle to achieve this for a number of reasons including:
a) Confusion on how the (business) senior leadership team will jointly define digital, manage the transformation and the related organisational change;
b) IT will continue to be perceived as a cost centre, back office function and not a business enabler; and
c) IT has a poor reputation with the business (e.g. a history of IT project overruns, lack of business engagement in past initiatives, weakly d…