As I read the funny quote, “Growing old is mandatory, growing up is optional”, I couldn’t stop thinking about how ITSM (IT Service Management) market segment has evolved. It started as a tool to log or track issues and then gradually grew as Helpdesk (both Incident & Problem Management) only to accommodate Change, CMDB, Asset, Knowledge and Service Request Management tools later.
For years, this traditional solution sufficed, as many of the customers’ ITSM maturity level was not very great. My experience tells me that many of the early customers implemented ITSM just because someone they knew in IT suggested and (convinced even without understanding the requirements?) that it is a great tool. The standard ITSM was implemented by respective tool vendors/consultants and the customers were expected to use the tool depending on available features.
Even today, we have lot of product vendors offering ITSM solutions using the standard features that they have been developing and working right from version 1.0. Undoubtedly, they have introduced many new features; however, how many of them are “really” useful or leveraged by the customers?