Business and IT convergence

For years, it has been maintained that an IT service provider with as few as 20 people can benefit from developing a formal service management capability. With the availability of automation, machine learning (ML), artificial intelligence (AI), and deep learning, this statement suggests that how services are delivered and the interaction between the service provider and service consumer has become more significant to stakeholder satisfaction. The need for technology to support the business has become ubiquitous in that businesses cannot do without the information that IT is the steward of, and if IT cannot provide that information in a usable form, at the right time and place, then the business could suffer loss of revenue and reputation.

There are many generations in the workforce today (whether Baby Boomers, Millennials, or Gen-Z) making culture a key consideration for any initiative. Creating and maintaining a formal service management practice, done...