By Paul Furber, ITWeb contributor - Johannesburg, 3 May 2016
The success of any organisation is almost, if not entirely reliant on the way in which IT services are managed and delivered. In this consumer-centric environment, IT Service Management (ITSM) is key to a business' success or failure. Its role in organising the planning, delivery, operation and control of IT services for customers requires integrated solutions that embrace the omni-channel approach. Incident, problem, change, asset, service and issue management all fall within ITSM.
Saurab Kumar, CEO of In2 IT Technologies, says local companies are taking a slow and steady approach.
"There are multiple ways to approach this, but most are going with just configuration management or incident management or change management. The problem with this approach is that the world is changing very quickly. So there is pressure: do they align with ITIL? Or do they look at something like IT4IT, which is an open forum architecture?"