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Is service management broken?

For years now I have been wondering if we need to take a new approach to service management, some, I think, have even had the same thoughts. With approaches such as ITIL® and ISO/IEC 20000 being updated, some of these thoughts that I have had may be addressed. I have seen some calling for ‘inside out thinking’ and ‘outside in thinking’ (not just in VeriSM™), and enterprise service management, amongst other things, but none of…

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New guide to ISO/IEC 38500:2015 now available!

The role of IT in almost all services that are provided today is pervasive: even in non-IT services such as hospitality, healthcare and transport services, IT is used as a core enabler without which the service would rapidly break down. Governance of IT needs to become an integral part of general corporate governance in order to provide direction for the use of IT in today’s enterprises. Digital transformation is everywhere and is a necessity for companies…

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