Published on November 16th, 20090
Women to rule IT as globalisation and centralisation abandoned
Futurist Ian Pearson says that technology will take a back seat as relationships and empathy rule IT.
Improvements in IT and user sophistication mean that ‘soft’ people skills will soon be more coveted than technical knowledge. Ian Pearson, a futurist working for BT, told the audience at the IT Service Management Forum’s annual conference that ‘female’ characteristics – empathy, relationship building and communication – will be central to building businesses.
“The future of business is not impersonal and techie, it’s sitting in a comfortable coffee bar talking about how to fix problems,” said Pearson.
This same trend will also see the reversal of globalisation, with Pearson predicting that the increasingly personal nature of business will require localised knowledge and face-to-face relationships, bringing an end to offshore outsourcing.
There was a warning to those businesses who create too many management layers above IT. “Centralisation doesn’t work, micro-management of staff doesn’t work. Staff will bypass systems and managers to get the job done. Let the staff who run these services purchase what you’ll need; they’ll do it for half the price.”
Pearson also urges service management leaders to look beyond the walls of their function. “Business is only one part of the converged world; social networks, artificial intelligence, gaming all form part of the future infrastructure. Service management is central to the converged cyberspace world.”