Evolving ITSM to support agile IT and BYOD


IT service management (ITSM) must address a broad range of data and application responsibilities, both on-premise and in the cloud (private, public and hybrid). This typically includes patch management, vulnerability management, maintenance contracts, quality assurance and control, project management and so on. Service management requires forward thinking to support DevOps, address developments in business areas – such as the enterprise internet of things (IoT) and intelligent building management – and support human resources (HR) functions…

The IoT is another area service management tools are starting to support. Axios Systems’ Assyst ITSM platform, for instance, handles “smart objects” by centralising service management and drawing all of the service domains (and smart assets) together under one service desk, one helpline number and one self-service portal. Smart objects provide self-diagnosis, automated alerting, self-healing/run-book automation and remote control without expanding the service desk or field engineer workforce.

Another area of current interest lies in linking building and facilities management to IT service management such as IBM’s ITSM platform, which interfaces with the supplier’s IBM TRIRIGA intelligent buildings management [IBM TRIRIGA Energy Optimization] application. This software combines real-time monitoring with event management and analytics to help building managers optimise their energy consumption, and enhance operations and reliability. It integrates with the ITSM platform and monitoring equipment to capture data, which can be used for improved energy analytics and performance…

[Admin: The same article is also posted in the TechTarget Japan website.]

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