Says people-oriented service is redefining IT's organizational place
In conjunction with a new release for its IT service management software-as-a-service offering, Service-now.com lays out its vision for engendering a people-centric view of IT service.
The ISTM SaaS provider uses the term “IT 3.0” to describe the state that will result as organizations transform IT with new social IT functionality.
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“Social networks, mobility, cloud computing, smart process with a renewed emphasis on people-oriented service are redefining IT’s place within the enterprise. With IT 3.0, enterprise IT is now fixed at the core of the business and any remaining barriers between IT and the business are being demolished,” says Mark Hamilton, Service-now.com marketing vice president, in a prepared statement.
Supported by chat and Facebook-like “wall” functionality in the newly available Winter 2011 release, IT 3.0 builds on four tenets. The first is that technology and processes get built with people and their real-world requirements as the top priority, which in turn knocks down barriers between people, process and technology.
The second revolves around the idea of social IT. “With social IT, business processes can learn from and are empowered by people who collaborate, share knowledge and engage in ways never before possible. IT 3.0 utilizes an inherently social community to reduce costs, improve relevance and responsiveness, and to tie together people, process and technology,” the company says.
Cloud services also are central to IT 3.0. As users demand that their IT resources move with them wherever they go for use as needed, a cloud infrastructure is required, Service-now.com says. And, lastly, IT 3.0 truly arrives when IT and the business aren’t just aligned but one and the same.
Service-now.com points to data center provider Equinix as one example of a company already moving toward the IT 3.0 ideal.
“IT today is not the same as it was just a few years ago. The pace of change is staggering and it is good to see IT organizations generally focused on business outcomes and serving the real needs of people. To me, IT 3.0 is defined by the consumerism of IT, cloud services, the mobile worker, and ‘always on’ security. We are not far off from a realization of this vision,” says Brian Lillie, CIO at Equinix.
