Once upon a time IT Service Management (ITSM) was a simple beast to tame. The IT department had the help of a hallowed creed called the IT Service Library (ITIL)- a set of government-developed best practise guidelines for delivering IT services that by the 1990s was the most widely accepted and used framework for both government agencies and companies around the world.
But the concept was first developed way back in the dark age of the 1980s to help the government provide a consistent level of service quality within its own walls, and over the years it has had to undergo a lot of tweaking to adapt to current technology and the way modern businesses work.
As Andrew Brabban, director of application services, emerging technologies & solutions at Fujitsu explains, ITSM processes have changed significantly, and the primary engine of this change is the ramp up in cloud adoption and the need to manage third party cloud service providers within the overall IT service.
‘The introduction of cloud has meant that support processes need to be reviewed and amended to reflect the way each service provider delivers their support,’ says Brabban.