Innovations in mobility, social, cloud and analytics have created a world of frictionless, highly personalized service—until we get to work, that is. In the workplace, employees are confronted with IT services that are arduous, fragmented and clunky. Consumer expectations for service on any device have far surpassed capabilities of the enterprise, and the pressure is now on enterprise IT to respond. IT organizations are balancing the ever-present need for security, scale and performance with the demands of an increasingly mobile workforce that expects service needs to be met instantly and on their terms. When IT doesn't measure up, line-of-business workers simply launch their own applications. This escalating challenge of shadow IT is fraught with risk including data security, compliance and hidden costs. According to a recent Cisco Systems survey and numerous eWEEK conversations with IT administrators, shadow IT is rampant and growing, with companies using up to 15 times more cloud services than CIOs ever imagined. ses industry information from global service management provider EasyVista, ComScore and Cisco Systems to identify the top 10 buying criteria IT organizations should consider when selecting an IT service management (ITSM) solution.
- eWeek