Rethinking IT Service Management

Michael Vizard

If IT organizations want to run IT like a business, they need to manage it like one. But the first thing anyone running a business understands is that you can't really manage what you can't really see and measure.

In an ideal world, IT leaders would have executive dashboards to effectively coordinate all the associated IT management tasks. Of course, building such a system always falls down the priority list, especially in the face of some higher-priority application that makes the business, rather than the IT department, more efficient.

That's why Matt French, director of marketing and product strategy for says IT organizations should be looking for outside help to manage IT more effectively. This week, Service-now added six applications to its software-as-a-service portfolio. Those new applications include IT service portfolio management, IT field service management, IT project management and IT cost management. The new release also adds enhanced mobile device access with HTML5 and the ability to support gestures when accessed on an iPhone or iPad.

Naturally, any competent IT organization, given the time and resources, could build these tools themselves. But as French points out, it's not likely they would be tightly integrated. And most IT organizations have many other projects vying for their attention.

French says that the Service-now applications are at the forefront of a new approach to IT service management. It's pretty clear that the business as a whole wants to manage IT much the way the rest of the business is run.

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Jun 28, 2010 2:30 AM Gregor Petri (LeanITmanager Gregor Petri (LeanITmanager  says:


Sure can be credited for being one of the first to pioneer Software as a Service delivery of IT management tooling, especially now SaaS delivery is rapidly becoming the norm for all IT management vendors. But surely you cannot seriously mean they were not the first to offer ready-made tooling to make IT more efficient.


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