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Cloud Field Day 2 Preview: ServiceNow

July 21st, 2017 1 comment

Cloud Field Day 2, part of the Tech Field Day family of events is happening in San Francisco and Silicon Valley, from 26-28 July and I’m super excited to be invited as a delegate.

We are hearing from a number of companies about how they cloud!

ServiceNow has a SaaS suite of products and is trying to take traditional enterprise IT Service Management to the next level. It has had a number of leadership changes recently so seems to be shaking itself up for new things.

ITSM products have been often maligned and I have been fairly vocal over the years in my scorn for some ITSM/ITIL products. They often insert an inordinate amount of unnecessary bureaucracy between getting things done and protecting your IT estate. This causes all sorts of problems. IT teams try as hard as they can to navigate around the horrible tools they are forced to use, hence some shadow IT. ITSM bureaucrats continually add more and more process to trap more and more potential issues, more process = more hassle. Processes get so complicated and change is avoided at any cost. It can take weeks to shepherd a change through the system and finally get approved. People dump as much as they can in a change to avoid having to repeat the process. Business users have to log IT issues in a system that makes them feel IT doesn’t care. IT SLAs are tracked through the ITSM tools so solving tickets becomes wack-a-mole for IT staff.

ITSM Dispair

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Categories: CFD2, Cloud, DevOps, Tech Field Day Tags: , , ,