What is going to be big for 2007!
As we wave goodbye to 2006, it’s time to cast our minds towards a new year of IT service management excellence. Take a look at the Sunrise guide to some of the areas we expect to be big, relevant issues for all of us within IT service management in 2007.
1. Green computing
As the Waste Electrical and Electronic Equipment (WEEE) directive becomes law this year, organisations are being forced to review their recycling policies. IT will have to start managing its assets better, have a policy for disposal and generally act in a more environmentally aware way, or it will foot a large bill. Time to get organised people!
2. Web 2.0
Web 2.0 has been on the tips of our tongues for a while now and whilst the phrase is in danger of being over-used, it does represent an important move. The internet is now interactive, not static, and websites are now measured by the best experience, not the best design. The business, and indeed the IT department/service desk would do well by applying this interactive/practive approach to everything they do, especially when dealing with all-important customers.
3. Business Value
As the service desk is viewed as an increasingly important element of the business, so it is imperative that the department actually illustrates how it operates and how it adds real business-wide value. Therefore reporting will be more important than ever to show the business how the service desk works, how support is running, how efficiency levels are moving, ideally in the right direction.
We identified this as a big area for 2006 and so it continues for 2007. More and more companies require access to information and communications anytime, anywhere and this development is reflected within IT service management. Whether it is an off-site engineer closing a call on his/her PDA, a service delivery manager updating a record from a different office base or the CIO looking to run a report for board members via his/her laptop on the train journey home, the need for mobility is growing. End users, if necessary, can also be given pre-defined rights to access certain areas of the service desk.