Over the past year I have written multiple times about the changes happening to and within IT communicating my belief that IT is becoming irrelevant. (Refer to a post from last month -- Evolve From Managing Technology to Delivering Innovative Business) Changes in Bring Your Own Device polices, self-service and social are visual evidence of the ever changing uses of technology.
Over the weekend Eveline Oehrlich from Forrester posted a blog titled "The Future of ITSM Drops The "IT" and Replaces It With Automation." In this blog, Oehrlich asserts that the dependence on IT Operations professionals is reducing especially in an age where staff are bringing and managing their own devices and never call the service desk. This was also the topic my recent blog post "Today's Service Desk must have Social and Mobile." As Oehrlich asserts in her blog in today's "want it now world" if organizations do not deliver what the users want right now, at the price they want and in the manner they want it, they will find another way!
However, I do not agree with Oehrlich's position that "to evolve, we need a new approach" -- we need to be more customer centric, less focused on ITSM and frameworks like ITIL, and free up resources leveraging techniques such as automation to make resources available to deliver the services customer demand faster, cheaper and with higher reliability. I strongly believe that your frameworks are still relevant and useful -- they just simply shouldn't be the focus of your endeavor.
Are you focused on your customers or your internal process? If it's internal processes, it is time for a change and this blog could be a great place to start.