Extending the Reach of IT Service Management (ITSM)

May 11, 2021
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Software-as-a-Service (SaaS) is a method of software delivery that allows data to be accessed from any device that has an Internet connection and a Web browser. While the “idea” of SaaS has been around since the 1960s, the Web-based technology required to support SaaS did not mature until the late 1990s. Around that time, companies like Salesforce began offering traditional enterprise solutions through the SaaS business model.

Today, a similar phenomenon is engulfing products, services, and experiences across all businesses and industries. According to Phil Wainewright, a recognized authority on cloud computing, “the next 25 years belong to XaaS,” a phenomenon where companies are now offering Everything-as-a-Service.[1]

In this THREE-PART SERIES, we explain how Extending the Reach of IT Service Management (ITSM) can benefit your organization much like XaaS has helped companies like Spotify, Netflix, and Amazon turn shoppers into engaged subscribers.

In Part 1, we talk about What Sparks ITSM into “x Service Management (xSM),” where ‘x’ marks the next department that wants (needs) to utilize your system.

Part 2 of this series explains how to recognize the 5 Key Trends that Indicate ITSM is Evolving Beyond IT. Many of the core principles and best practices of IT Service Management (ITSM) have proven relevant in business applications that extend far beyond IT. But what happens when ITSM reaches its pinnacle? Does it simply maintain everything it has achieved up to that point, or does it continue to absorb more departments and more information along the way?

Finally, Part 3 (posting on May 25, 2021) explains 8 Ways to Break Through the Walls Around ITSM so your company’s digital evolution can run its course. To eliminate duplication of effort and increase efficiency, IT teams have begun categorizing and organizing intradepartmental processes so they can be “repackaged” and offered as interdepartmental services capable of breaking through the walls and expanding into the realm of xSM.

[1] Wainewright, Phil. “After a quarter-century of SaaS, the next 25 years belong to XaaS.” Diginomica. 13 April 2021, https://diginomica.com/quarter-century-saas-25-years-xaas

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