August-2016

Should we consider ITSM for polygamy?

ITSM (IT Service Management) has been enjoying the success of being a bachelor, groomed by various product vendors and attracted by customers. It has been a darling of customer success and customer support for a while.

Of late, many of the customers have started adopting it further and considering the customer interactions via different sources like Facebook, Twitter etc. Some vendors have been able to offer such features for their ITSM tools. However, I think that they are still transactional, not to ignore that significant data can be derived from it for different business purposes.

Considering the trends like Big Data, AI (Artificial Intelligence), IoT (Internet of Things) and AR (Augmented Reality) that are taking the world by storm, I think that ITSM is an ideal candidate to marry all these and preferably, at the same time.

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