The Future of Cloud ITSM Solutions

A very interesting announcement appeared on the Internet yesterday. Read Write Enterprise blog reported creation of a new API for Customer Service Applications, called It caused a surge of enthusiasm on Twitter and led me to tweet it as well. Why is it good?

Bright Future

The standard API will allow for easy integration among various ITSM solutions and other related applications. That will, in turn, enable setting up efficient information sharing among multiple service providers. No more emails, no more multiple web tools to contact your vendors.

It will also lead to creation of various integrated solutions. Your ITSM tool will not work in isolation anymore. Integration with CRM packages will allow for more professional service provision, the way our users are used to be treated "after work".

I could go on, but it is enough if you examine the profiles of the alliance's members and you will instantly see the potential. Well, that is the vision, but some solutions are already in place, while I am sure other will appear soon.

Issues With Old Tools

Another reason for showing enthusiasm is that this brings us one step closer to more widespread implementation of cloud ITSM solutions in enterprises. Currently, many companies are holding on to old, clunky tools. Those packages are far from intuitive and take up a lot of computing and human resources to run. They are also difficult to reconfigure, which makes process optimization inefficient, and sometimes even impossible. I have seen many clever ideas collapse, because "the tool" works another way.

The concept of exchanging information between systems is not new. Case exchange interfaces, also called ebonding, have been in place for a while. However, those interfaces are typically proprietary. They also cost a lot of time and money to implement and maintain.

It Gets Cloudy

New initiatives like this are the factors which can dismantle the Berlin Wall of software conservatism. Coupled with reduced TCO and increased user satisfaction, we might be facing a new dawn within many large enterprises.

There are valid concerns about security of corporate data in clouds. However, we need to address them, not use them as excuse not to do anything.

... and Social

Also, while there are many people who don't use Twitter yet (I was one not long ago!), I think there will be more pressure on IT departments to integrate social networking into day to day interaction with the users. The users are consumers and in the consumer world it is already a reality. It's all about communication, and this move would certainly improve it. Modern ITSM packages will make it a breeze. However, will IT be ready to talk to the users?

I certainly hope we will see more widespread adoption of both cloud computing and data exchange standards in the ITSM world. I wouldn't mind more social networking integration either.


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