Rob England (aka the IT Skeptic) guided us through a forrest of IT Service MAnagement trends in the next decade.
some of the major take aways from his presentations are:
Information Technology really should be rebranded as Information ENGINEERING. It is important to mature our industry along the lines of the Engineering industry where we need education and qualification as entry level requirements and ongoing certifications to remain part of the profession.
The future of our industry relies on 3 major ‘legs’ (like the castors on an office chair):
The service component needs to focus on:
- Service Design
- Outside in – being customer centric
- Social Media
ISO 38500 is an important standard for IT governance (or rather corporate governance for IT Management) because it provides us with a clear separation between RULE and GOVERN.
–> IT rules itself, but can not GOVERN itself. Governance is the task of the corporation.
Finally Rob made the point that as IT Professionals we are way too focused on the technology. Sure – we pay lip service to the mantra ‘People – Process – Technology’, but in reality we work the other way around: Technology, process and a little bit people.
People are massively important and they have been neglected by our industry. The IT Executives are finally waking up to the importance of people so the future trend is:
People first, then process, then technology.
The challenge in this is to also create our project budgets and business plan to equally balance these components, rather than the historical budgets around Software license – vendor support – little bit of end user training…
However – this might be wishful thinking for the next decade. Maybe we need to get Rob back in 10 years to re-iterate this message??