What technology has had the biggest impact on how you deliver ITSM support?

SearchCIO Harvey Koeppel Profile: SearchCIO
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ITSM

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  • Sharon Fisher
    It seems to me that focusing entirely on technology is a mistake that CIOs often make. What is the problem to be solved? What is the bottleneck? It may well be that it has nothing to do with technology and instead has to do with the process and the workflow. Technology can help, but only if you know what the problem is. Just throwing technology at it doesn't necessarily help and in fact can make things worse.
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  • Linda Tucci
    Hi Sharon,

    Your point is well-taken. Throwing technology at an IT-business problem is just as much a mistake as deploying an ITSM strategy that focuses entirely on meeting IT metrics rather than meeting a business need. Still, I'm curious to hear your view on what technology of late (cloud, analytics, mobile ...) has had the most impact on ITSM strategies.  
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