Boring Boring ITSM??

“And what do you do?”

Sometimes, when out socially, someone asks me what I do for a living. And I can see it in their eyes: the polite glaze over as I explain I work in IT Service Management.

Because unless you work in IT Service Management, it’s difficult to make it come across as dynamic, exciting, edge-of-the seat stuff.

Yet IT Service Management is business critical. It IS edge-of-the-seat stuff. Because when IT Service Management goes wrong, it means business failure. It means business-critical technology stops working. It can mean emails don’t send, a total breakdown in communication for instance. My stress levels are up just thinking about it! So why is something that is so important to the success of almost every business in the world so boring?

ITSM – The Journey

ITSM (or perhaps more accurately ITIL) is a bit like the rail network. If you are on the line from London to Manchester, you can’t just turn left at Birmingham and stop off for a while. The track is like a process. It allows you to make choices at certain points on the journey but they are prescribed very specifically. The train is like an incident or a problem or a change, and the people on the train – that’s you and me with our issues. We actually don’t care too much for the journey do we? If we are going to London for the weekend, we just want to be there; the journey is really just an inconvenience.

But the good news for all my friends is that ITSM is going to get interesting! Not only is the railway starting to go to new and exciting places, but we are starting to break away from the rails and are discovering new ways of getting from A to B.

ITSM – The Destination

Let me give you some examples; as businesses transition to digital services, the management of that underlying infrastructure needs to be much more dynamic, capable of shifting at the speed of business (and not the speed of IT). That means harnessing fantastic new technologies like cloud and containers, building in automation, driving customer experience by removing L1/L2/L3 and introducing ‘swarming’ resolver groups. We are starting to embrace AI – yes that’s right, IT is starting to use AI! – to understand how Manchester to London via Glasgow may not be the best route, even though that’s how we have always done it.

And as we move towards low code / no code, we are going to get closer to the business. We are going to be driving the changes in business that define the relative success or failure of our organisations. We’re not plumbing for functionality any more, we’re plumbing to differentiate. Not just to reduce cost and do it better, but to do it differently so our customers’ customers get the benefit.

So, bring on the next social occasion and round of introductions! I am ready to big up ITSM!


Sunil Duggal
Director of UK Sales & Marketing

By Daniel Swann