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July 8, 2019

ITSM is broken: Empowering people through collaborative intelligence

In our previous blog post, ITSM is broken: Audit and improvement in Enterprise Change Management, we talked about the need for fit-for-purpose enterprise change management technology and how it can be used to build on the foundation of existing ITSM. In this post, we will talk about how fit-for-purpose platforms empower people and support collaborative intelligence.

What do we mean by the need for fit-for-purpose enterprise change management technology?  We believe that Richard Bell, former COO and Deputy CIO at Barclays, says it best:

“Service Management platforms typically support basic descriptions for planned change events, which might be supported by wider artifacts, like Confluence, Jira, Sharepoint et cetera. The primary focus is on gaining change approval. With real intelligence and a layer focused on change planning and operational execution, ITSM systems would move into another league.” 

While it is true that ITSM platforms offer a great starting point, using a plethora of disjointed tooling does not support efficient end-to-end Enterprise Change. It also doesn’t work without humans and technology collaborating at pace. For example, using a collection of completely separated tools does not give people the aggregated data they would need to fully understand and plan for the risk and impact of change. If we were able to bring together these previously separated facilities, we would enable a more seamless process in which there is better data and easier collaboration.

Humans are great at emotional and social intelligence, thinking creatively and ethically, leading, adapting, improvising and communicating. Technology is good at taking care of manual, repetitive work, or tasks related to precision and analysis. When the human-technology relationship is supported in the right way, we achieve collaborative intelligence.

People will remain critical to the interpretation of and decision making around service management data. It follows then, that while the technology they use needs to provide high-quality, useful data, it must also do so in a way that is tailored to the human way of working. To empower people and ensure success, technology must bring people together and provide them with data that is easily accessible, understandable and actionable. In our blog post So ITSM is broken, now what? we explain the best ways to move forward in a post-ITSM world.

Madz Wakefield
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