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Winter Journal

Volume 30, Issue 4

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Tuesday, 03 October 2017 15:25

IT Service Management, Your New Name is Marketing

What’s more important in IT Service Management, the management or the service?

In the past, the management element tended to get more attention, and the services were simply the IT systems, networks, and applications, with availability, integrity, reliability, and security added in.

Now, there is a trend towards a greater customer orientation, listening to business requirements, stakeholder expectations, and understanding that simply meeting an SLA may no longer be enough.

If this trend continues, could the IT department shift entirely from technical expertise to marketing and customer service knowhow?

For IT geeks tucked away in cubicles and glued to their screens, contact with other human beings is sometimes a stretch.