When it comes to providing efficient services, can the IT department teach the rest of the business a thing or two?

IT has come a long way in the last few years. Traditionally, the IT department lived in an ivory tower, but commercial pressures forced it to change its stance. IT service management (ITSM) tools and techniques helped to reposition IT within the business, making it more accountable and more responsive to departmental needs.

For years, ITSM was something unique to the boys in the engine room. But now, companies are gradually rolling out service management software to other departments.

If ITSM helped IT to better serve the rest of the business, then perhaps it could offer the same benefits to departments including legal, finance, and HR. After all, these departments have to serve employees too.

In an age where cloud services are proliferating across organisations often without IT input, service management software can potentially provide a sane cloud delivery platform for the entire business.

It’s high time that ITSM got rid of the ‘IT’ and looked at service management as something that can be used far outside the IT department. So, how do we take the best parts of ITSM and apply it elsewhere? Some of the answers lie in software, and some lie in technique.

SOURCE: theregister.co.uk