Toby Moore, Industry Journalist, Commenter and Speaker, and Richard Josey, ITSM Solution Architect, Service Management discuss the effects of tunnel vision on the behavior of individuals and groups and how it affects the service desk.
While the underlying technology never changes, the tools change every year. People talk about new and different things every year and unless service management professionals keep themselves up to date, they will lose their edge.
The market is evolving rapdily from a reactive IT ticket and service desk mode to one of digital business innovator. What are the key things you need to be thinking about to adjust your organization to stay competitive and to drive new innovation and services?
What are the opportunities and challenges for the IT service management team in a world where more applications are moving into the cloud, offered as subscription services, from a multitude of vendors? Can you keep control and visibility?