In the coming years, Change Management will become an increasingly integral part of IT Service Management. Guiding and supporting IT staff is essential to the success rate of an ITSM project due to increased demands from management and high expectations of employees.
Higher expectations, more complexity
These are the main conclusions of Mproof, Service Management specialst and software provider for IT Service Management, in the most recent episode of Entrepreneurial Business, a TV program on Dutch channel RTL Z. In the broadcast, Mproof looks forward to the developments that will radically change ITSM in the coming years.
The future of IT Service Management is changing due to the rapidly increasing complexity of the working environment and IT infrastructure. Also, the demands which organizations put on the IT department are becoming stricter and end users expect better performance from their digital devices and associated support.
These factors make the job of an IT administrator complex and challenging. Increasingly, external specialists are called in to help IT departments with ITSM challenges as organizations need specialized knowledge and tooling.
Gerben van Kesteren, CEO of Mproof: “This rapid increase in complexity involves opportunities with both hardware and software. On the one hand, organizations with a range of IT solutions work more efficiently and thus improve the business and operating results. On the other hand, the increased complexity does require specialist management. The internal IT manager simply can no longer keep track of all developments, as they once could. ”
Currently, IT decisions are more often made by the business. Gerben van Kesteren: “In the ideal situation, the management and the IT department determine together how IT can contribute to operating profit. There must, except for the technological aspect, also be attention paid to processes and procedures, knowledge and skills, proper accountability to the right people and clear instructions for the end users. Change management is essential in IT projects. ”
Michiel de Ruiter, COO of Mproof: “The implementations of ITSM requires careful thinking about the processes involved in the implementation as the right processes are a key requirement. Often organizations discover that they need advice and support in technology, but also in the soft side. A good IT service offers added value to both sides.”