By Charles Araujo
In case you don’t know me, I’m a long-time ITSMer. I like to say that I was doing IT service management (ITSM) before I knew it had a name. But over the years, I’ve also become a bit disillusioned about the state of things and I’ve spent more and more of my time focusing on digital transformation and other emerging trends — and trying to determine where all of this change was leading us.
It would seem, however, my worlds have collided a bit, and I believe that what I’m working on today will have a tremendous impact on the world of ITSM. If you’ve read any of my recent work or seen one of my recent keynotes, then you’ll know that I think that we’re in the midst of a fundamental sea-change – a time in which nearly everything we know about how the world works will change.
But if this is the case, then the very first question you should be asking yourself is why?
I mean, how can you possibly prepare for this new future if you don’t begin by understanding what has precipitated all of this change in the first place.
So, let’s start there. I believe that there are two macro trends that are converging and that this convergence is the source of all this change.
