Service Management Is Dead

“Service Management is dead.”

That was my first thought when I read McKinsey Querterly’s “Capturing value from IT infrastructure innovation” from October 2012.

That was going to be the point of this blog post.

Then I read it again.

Conclusion 1: Innovation is more than just technology.

Conclusion 3: The path to end-user productivity is still evolving.

Conclusion 5: Proactive Engagement with the business is required.

Conclusion 6: Getting the right talent is increasingly critical

Conclusion 7: Vendor relationships must focus on innovation.

Getting the most from IT infrastructure has never been about technology (though technology is an important capability of IT). Innovating, maximizing productivity, and managing complexity evokes the mundane, at the expense of sexy.

It engages users.

It demands service.

It depends on process and automation.

It focuses on data and knowledge.

It understands and balances the needs of all stakeholders.

Technology is fun. Where technologists hang out are fun places to be. I know this may sound strange to those outside the industry, but the people who move technology are fascinating.

The most boring business events involve Project Managers and Risk and Compliance Officers. I have been to many meetings, and they are yawners, even for me.

That’s because project managers and auditors focus on the boring stuff.

Who are the stakeholders?

Who makes what decisions?

What do they want?

What kind of data do we have?

What kind of data we need?

Where is the data?

How do we use the data most effectively?

What are the risks, and how do we mitigate them?

Yawn.

For better or worse, this is the stuff that underpins business value; the foundation on which innovation is built.

Long live Service Management.