Progressive companies are giving technology teams more time to concentrate on innovative IT, by using SaaS (Software as a Service) technology to free up resources and flexible platforms to bring ideas, rather than coding and software, to the fore.
That’s the view of Kevin Kimber, UK country manager for ServiceNow, who says that rather than reacting to new technologies with fear and distrust, forward-thinking businesses are letting SaaS vendors handle the management and upgrades of their service management tool, meaning they can focus instead on developing useful services. “We are pre-conditioned to think that service management looks and acts in a certain way, yet when you give businesses a glimpse of the alternative, they become very excited by the possibilities. Visit Google’s headquarters, for example, and staff are able to ask service management questions on tablets provided by the service desk. If you’re a bank, or a retailer, you want IT to build a new trading platform, or commerce tool that increases conversion rates, not spend months migrating ITSM software.”
Because ServiceNow technology was built just as web-usage began taking off, it is not burdened with the legacy of what was once required of service management software – a legacy which has now become a barrier to progress, according to Kimber. “When Fred Luddy formed the company in 2003, he was able to take the experience he had working for Peregrine/Remedy and build the ServiceNow platform to accommodate the way the people want to work.”
ITSM vendors should be helping businesses transform the way they work, not create barriers. “Technology and the way we use it has changed; we no longer want a battleship-grey form to work on. The conversation shouldn’t be about how much it will cost to customise a field, we should be looking at how we integrate the service desk with Google Maps, or build a chat service which updates all the relevant ITIL processes during the session.”