IT departments are struggling to deliver the integrated, seamless service experience demanded by the business and its customers because they are juggling multiple platforms, outdated systems and interfaces.

Tony Probert, managing director of ITSM software provider Cherwell Software, told ServiceDesk360 that first and even second generation ITSM tools, built with break/fix and simple ITIL processes in mind, are increasingly proving to be inadequate because the business demands ‘customer centric’ services.  “We know there’s a wider requirement for business support services, not just IT, and service desks must now be innovators and facilitators.  But for too long, the ITSM tools have been lacking, requiring bespoke development to deliver simple integration.”

Probert says the lack of innovation and differentiation between tools was why Gartner retired its ITSM Magic Quadrant in 2010.  “Gartner has recently redefined this market space with the impending launch of the ITSSM (IT Service Support Management) Quadrant, which clearly identifies the changing requirements of businesses and what technologies ITSM vendors need to address to fulfil those requirements.”

Simon Kent, head of technical business services at Cherwell Software, explains that the web portal concept central to version 4 of Cherwell’s solution helps meet this growing need because of its inherent flexibility and self service features.  “Our customers can be administrators – not developers.  They are empowered to design, configure and easily modify services as and when needed.  We have one customer who wanted to build a text alert system triggered by certain events recorded in Cherwell.  He subscribed to a cloud service for messaging and built the service in 20 minutes.”

Kent offers this clear illustration of how innovative technology can unite business service provision.  “A truly flexible ITSSM solution can introduce other business processes – employee services, customer support – plus new channels such as social, and offer a fully graphical, joined up working experience.”

“Businesses are increasingly demanding solutions that are more agile, flexible, drive down costly management overheads and improve competitive advantage through quicker project delivery.  Vendors need to address the increased demand for solutions to support workforce mobility, smart devices, portals, chat, social IT, BYOD and online knowledge sources,” concludes Probert.