Interview about the Future for ITSM Professionals


The most prominent shift we see now in the industry is the closing of the gap between IT and the business. IT must learn more about the business and understand how IT can best support strategic initiatives. However, to successfully close the gap, ITSM Professionals need to develop more in-depth business acumen and a stronger knowledge of what drives the profitability and success of the business.

The support organization’s knowledge of the business grows every day through interactions with the business. But the developers and architects need to focus on developing products and services in alignment with the business. If I were starting my IT career today, I would focus as much on understanding business dynamics as technical proficiency in IT.

When evaluating your organization’s potential for the next few years, the most crucial question is how does your IT strategy support the business?

Watch the video below, and I invite your comments on what is most important to ITSM professionals in the next few years.

Note: Special thanks to Cherwell software for inviting me to participate in the interview at HDI 2015.

About the Author:

Julie is a dynamic, engaging change agent who brings authenticity, integrity, and passion to practitioners worldwide. Through her books, articles, speaking, consulting, and teaching — her purpose is to spark change in the world with thought-provoking dialog and interaction. Julie has a B.S. degree in computer science from The Ohio State University, a MaED from the University of Phoenix, and is currently pursuing her Ph.D. in Management and Organizational Leadership in Information Systems & Technology from the University of Phoenix. She is an ITIL Expert, Certified Help Desk Director, and Certified Governance IT Professional.

Julie captivates audiences at conferences worldwide on topics of authentic leadership, business strategy, knowledge management, organizational culture, and innovation.

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