New generation IT service management tools Part 1
Conclusion: The traditional IT service management (ITSM) tools have allowed IT organisations to automate key IT processes (e. g. incident management), promote service management disciplines and meet service levels in the majority of cases. However, they were limited in identifying service issues before impacting business operations, managing multi-Cloud environments and lacking the required speed to empower the digital transformation initiatives (e. g. releasing new software to production). Organisations wishing to modernise their IT service management practices should evaluate the new generation ITSM tools to determine their suitability and cost-effectiveness to improve their business operations.
About The Advisor
Wissam Raffoul
Dr. Wissam Raffoul was an IBRS advisor between 2013 - 2021 who specialised in transforming IT groups into service organisations, with particular expertise in IT Service Management (ITSM), process optimisation, outsourcing and Cloud strategies, enterprise systems management solutions and business-centric IT strategies. Prior to joining IBRS in August 2013, he was General Manager strategic consulting in Dimension Data advising clients on applying technology to improve business performance. Prior to joining Dimension Data, he was a Vice President in Gartner/META Group and issued various research publications covering service delivery processes, centre-of-excellence models, managing outsourcing vendors, benchmarks, maturity models, IT procurement evolution and supply/demand models. In previous positions, he headed HP ITSM consulting Practice in Australia. He also acted as an infrastructure manager, reporting to the CIO at a number of large organisations in government and in the financial and petrochemical industries.