I really don’t know how to express this opinion so I thought it best to ask…why does it seem like ITSM software is behind the rest of the industry?  And maybe I’m wrong in having this opinion, but we recently went through choosing a vendor for a Service Management tool and I wasn’t seriously impressed with many of the vendors when it comes to the general direction of computing.

Here’s what I’m talking about:  I’ve seen a good amount of vendors advertise their alignment with ITIL v3.  They’re just now aligning themselves with “good practice” processes?  I would hope these tools would be developed with good practice in mind all along.  Those same vendors have recently started offering SaaS solutions.  I don’t know about you, but SaaS and cloud computing have been around for a few years now and it looks like it’s here to stay.  So why are some of the big vendors just now deploying a SaaS solution?  And what about mobility?  With the exception of a mobile browser interface, it just doesn’t look like many vendors are seriously considering the trend towards mobile computing.

As much as I love to complain, I think it’ll be a bit more constructive if I add in my “wish list” of where I’d like to see this software go.  First, go live in the clouds.  I don’t want to worry about server resources or availability when it comes to software that’s supposed to help me manage resources and availability.  Second, get in gear with mobility.  Make the apps for Android, Blackberry, iOS and Windows 7 (yes, I decided to add Microsoft to the list) that not only allows me to check Incidents or close tickets on the go, but also allows me to submit RFC’s, update CI’s, approve new KB articles, update self-service messages, etc.  And finally, get ready for social networking integration because “everyone’s doing it.” (on a side note, I don’t endorse giving in to peer pressure, but the best way to get people involved is by using the communication streams they already know and love).

I could be completely off base and out of touch with the software that’s available.  If I am, please let me know.  But if I’m not, I hope the vendors pick up on the trends and start building their software for the IT Service Management of tomorrow.  If you need help, please let me know (especially if you’re based in a geographic region where the lowest average temperature is above 50 degrees Fahrenheit).

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Started working in IT in 1999 as a support desk analyst as a way to help pay for food during college. Studied Electrical Engineering for two years before realizing biochemistry was more fun than differential equations, and so ultimately graduated with a Biology degree in 2006. Having (reluctantly) failed at getting accepted into dental school, embraced working in IT and has gone broke becoming an ITIL Expert. Likes to jog, sing camp songs, quote Mel Brooks movie lines and make dumb jokes and loves working for an Israeli tech company where December 25th is a regular work day.